Reservations Supervisor (Posting 2026-22)

JOB POSTING

JOB TITLE: Reservations Supervisor (Posting 2026-22)

LOCATION: Owen Sound Head Office / Springmount Reservations Office

POSTING CLOSES: Review of applications begins May 6 2026 at 10:00 AM EST and will continue until the position is filled.

NUMBER OF VACANCES: One (1)

START DATE: May 18 2026

TYPE: Full Time Year-Round

REPORTS TO: Manager of Marketing & Communications

UNION: Non-Union

SALARY: $48120 to $65000 annually

Reporting to the Manager of Marketing & Communications the Reservations Supervisor will oversee the reservation department for Owen Sound Transportation Company (OSTC) consisting of up to 10-12 seasonal reservations agents (March to October) including 5-8 summer students (May to September). This position will provide daily supervision to ensure all agents meet the organizations targets for customer service excellence assist in reservation system development database administration and application support for all users. Provides support to the Marketing & Communications unit. As a highly motivated leader that thrives in a fast-paced environment you will instil a culture that inspires others to achieve success.

KEY ACCOUNTABILITIES

The primary job duties and responsibilities for the Reservations Supervisor include but are not limited to the following:

• Recruits and trains OSTC Reservations Agents on relevant job duties and company policies (e.g. using the computer software system and appropriate etiquette to achieve customer service excellence).
• Develops and monitors work schedules for reservation agents to ensure staffing models meet variable call volumes.
• Updates and maintains reservation computer system database.
• Supports database performance by monitoring evaluating and resolving processing and programming problems.
• Provide technical and trouble-shooting support to all OSTC employees including all terminals and the Northern Moosonee operation when required.
• Reviews reservation agent performance to ensure continual improvement.
• Reviews daily reservation manifests to ensure bookings are accurate complete and maximizes ferry capacity flags capacity concerns to the Terminal Supervisors for escalation.
• Promotes a positive team culture to maximize productivity and customer satisfaction.
• Works to promote a strong team environment between the reservations department and the terminals.
• Participates in developing reservation booking software capabilities to enhance customer experience (with software developer and host) for all OSTC owned and managed operations.
• Determines causes of reservations database errors and/or user errors and facilitates corrective measures.
• Takes call-in reservations for personal and commercial bookings.
• Ensures department follows protection of personal privacy and internet security legislation and policies.
• Escalates major quality concerns (e.g. customer complaints booking anomalies or other conflicts) to appropriate manager.
• Assist with implementing monitoring and reporting on customer satisfaction surveys.
• As a secondary responsibility assists the Manager of Marketing & Communications by compiling data preparing reports conducting basic research typing documents preparing presentations etc. Engage reservation agents to assist with administrative work of the Marketing & Communications unit when required and when available.
• Other duties as assigned by the position manager.

QUALIFICATIONS EDUCATION KNOWLEDGE WORK EXPERIENCE and SKILLS

Education and Experience

• A College diploma in a related field (e.g. Business Administration Hotel Management Tourism). A university degree would be an asset.
• Demonstrated experience with computer software management.
• Proficient in Microsoft office suite of products (Word Excel Outlook Teams etc.)
• Three (3) years of experience working in customer service-related positions (e.g. front desk online telephone or call center environment).
• Previous supervisory experience required.
• Accurate and efficient data entry skills.
• Strong written and verbal English communication skills is required.
• Valid Class G Ontario drivers licence (or equivalent) that is not expired forfeited or suspended or access to own means of transportation when travel is required.
• Knowledge of regional tourism service industries is a strong asset.
• Bilingual in the French language would be an asset.

WORKING CONDITIONS

• Office environment occasional visits to operations at other company locations some overnight travel as needed.
• This position may be required to provide support in response to business requirements during weekends holidays and other non-standard working times while the vessels are in operation.

How To Apply

Please upload your resume in PDF format.

We are committed to the principle of fair representation of individuals from the four designated groups as defined by the Employment Equity Act. We encourage qualified women indigenous peoples persons with disabilities and members of visible minorities to apply for our positions.

If you require any accommodations in the recruitment process please reach out to to discuss but please note that applications will not be reviewed or accepted via this email address.

Notice on Use of Technology in Recruitment We may use technology including AI tools to support parts of the application process. All hiring decisions are made by people.