Global Reservations Supervisor

At Pursuit we offer more than just a place to visit we create opportunities for our guests to truly connect with iconic destinations. Our experiences include world-class attractions and distinctive lodges all designed to highlight the unique beauty of each location. Beyond that we offer thoughtfully crafted restaurants retail and transportation services that help our guests immerse themselves fully in the experience. What ties it all together are the friendly faces youll find along the way the thoughtful amenities and the delightful details that make every visit feel personal and unforgettable.

The role Leads a Global reservations team to deliver high-quality guest service. Oversees scheduling performance and daily operations. Ensures booking accuracy and compliance with policies. Handles escalations and service recovery. Supports training and continuous improvement.

Lead a Team. Shape the Guest Experience. Build Something Global.

Pursuit is a hospitality and attractions company that connects guests and staff to iconic places through unforgettable and inspiring experiences and strives to become the worlds leading provider of experiential adventure travel.

As a Global Reservations Supervisor youll lead a team of reservation agents assisting guests with destination travel experiences across North Americafrom Banff to Montana Alaska and beyond! Youll play a key role in building and supporting a modern global contact center model using the latest tools and technology to elevate both guest experience and team performance.

This role offers a unique combination of leadership flexibility travel opportunities and lifestyle benefits - perfect for someone who wants more than just a traditional operations and contact center role!

What Makes This Role Exciting

• Hybrid Work Model: This role offers the flexibility to work 3 days in office and 2 remote
• Travel Perks: Access exclusive employee discounts across hotels and attractions (significantly reduced rates in premium destinations like Banff and beyond)
• Be Part of Something New: Help build and shape a global contact center model across multiple geographies
• Tools & Technology: Work with evolving platforms including Inntopia and AI-supported systems
• Career Growth: Strong opportunity to grow within a dynamic expanding organization

Location & Travel Requirements

• Open to candidates based in Alberta Canada
• This roles offers flexibility to work 3 days in office and 2 remote
• Ability to travel as required to other Pursuit locations
• Valid passport required for travel to the United States

What Youll Do:

Lead & Develop Your Team

• Coach mentor and support a team of Reservations Agents across phone chat and email
• Lead regular 1:1s focused on performance development and engagement
• Build a strong accountable and positive team culture

Run the Day-to-Day Operation

• Create and manage team schedules in partnership with Management
• Monitor real-time queues and adjust coverage to meet service levels
• Oversee timekeeping and payroll accuracy

Deliver Exceptional Guest Experiences

• Model and reinforce service standards across all channels
• Step in to support guest interactions during peak periods

Use Data to Drive Results

• Track and manage key KPIs (service levels AHT conversion revenue QA)
• Identify trends and recommend improvements
• Share clear actionable insights with leadership

Support a Global Operating Model

• Help transition teams to a multi-geo global support model
• Reinforce consistent processes tools and service delivery
• Support rollout of new systems and continuous improvements
• Tackle a variety of diverse workloads daily

Qualifications and Competencies for Success:

Required

• 3 years in hospitality travel guest service or contact center environments
• Previous experience as a lead senior agent or supervisor
• Strong verbal and written communication skills
• Comfortable working across multiple systems and tools
• Ability to work flexible hours including evenings and weekends
• Strong commitment to working as a team with an ability to foster strong working relationships
• Resourceful adaptable resilient and having a strong sense of self-awareness
• Ability to organize and prioritize multiple tasks in a fast-paced environment
• Excellent hospitality mindset and guest service skills including dedicated service to internal customers

Preferred

• Experience with platforms such as Inntopia Five9 or similar
• Scheduling workforce management or payroll experience

More Than a Job - A Lifestyle Opportunity!

• This role is ideal for someone who:
• Is a self-starter and wants flexibility and balance not just a fixed schedule
• Is energized by travel hospitality and guest experience
• Values real perks like discounted stays and experiences
• Is looking to grow their leadership career in a modern evolving environment

Ready to lead grow and be part of something bigger We want to hear from you! Apply today!

About Us:

Were more than a hospitality and attractions company. We connect people to iconic places through unforgettable and inspiring experiences; Our team members included.

Thoughtfully united by their unique power to inspire and invigorate our collection of hotels and lodges recreational attractions ground transportation services retail food and beverage sightseeing tours and travel products are tied together by iconic destination-worthy locations in Alaska Montana the Canadian Rockies Reykjavík and Costa Rica.

Pursuit is a publicly traded company listed on the New York Stock Exchange under the symbol PRSU. As a member of the S&P SmallCap 600 index we specialize in attractions-led hospitality consistently generating revenue and delivering value to our shareholders.

What will your work environment be like

At Pursuit our locations are more than just a place to work its a space where you can bring your whole self collaborate with talented teams across departments and build lasting friendships. We believe in fostering an environment where work and play coexist so whether youre tackling projects or enjoying our many perks youll feel supported and valued. With a variety of great benefits were committed to ensuring that your time with us is as fulfilling as it is fun.

Our team shares a passion for adventure and an authentic desire to play host to the world. We are united by our connection to the people and places were lucky to call home. Our workforce is diverse. Our team members come here to embrace the extraordinary. To watch the sunrise and set each day in a place that for many people exists only in their imagination. To build career experience beside seasoned professionals a community of people who say yes to adventure time and time again. To be a part of the #PursuitLife and live each day with purpose turning moments into memories

PURSUIT PERKS

• Join an inclusive global team and make life-long connections

• Enjoy free access to Pursuit attractions and 50% off for friends

• Get discounts on hotel stays dining and retail

• Access subsidized mental health and wellness resources

Equal Employment Opportunities Information

Pursuit is an Equal Opportunity Employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race color age religion gender sexual orientation disability veteran status and other protected places a high value on diverse backgrounds and experiences recognizing that they serve as catalysts for creativity and innovation. We encourage individuals who are eligible to work in the country where the role is locatedto apply and join our inclusive team!We are working to eliminate barriers for applicants and team members from equity-deserving groups. If you cant apply online or need accommodation during the application or hiring process please contact our Talent & Acquisition Team

We thank all candidates for their interest; however please note that only applicants selected for further consideration will be contacted directly.