Position: Reservations Coordinator

Type: Full Time, Year Round

Location: Blue River, BC

Reports to: Sales & Guest Relations Manager

Overview

Directly responsible for administrative and reservations related functions within the Reservations Department. Responsible for serving customers via the telephone, email, and in person. Accountable for dealing with guest inquiries, bookings, and requests; ensure communication flow is maintained for relevant issues; assist with weekly reports.

Responsibilities

- Responsible for the functions and activities occurring during the day‑to‑day business in the reservations department.
- Know products and services & be an information expert.
- Maintain awareness of new products and services, and competitor activities.
- Maintain guest data bank by entering potential guests, updating existing guest profiles, adding notes & special requests that pertain to any department.
- Maintain accurate guest reservations including but not limited to package type, dates and ski days, price, number of people, applicable incentives and discounts, accurate tax, notes & chalet, guide, and other special requests; periodically check for missing information.
- Assist in maintaining and updating reservations computer modules and databases including RDP and other applicable software systems.
- Communication
- Phone management (answering, making calls, follow‑up on voicemails) for the Reservations department lines and direct phone line; essential that all calls are answered promptly and with enthusiasm.
- Email management of personal and shared accounts.

- Actively participate in timely communication and follow‑up to guests and potential guests.
- Exceed guest expectations and anticipate guest needs to leave guests feeling cared for and with the "Feel Good Factor".
- Body Language / Body Communication Most of the communication that we relay to others is done through body language, especially through smiling and eye contact.




- Payments Receiving and posting payments; end of the day cash out report; ensure reservation discounts are applied at correct times; mailing out payment reminders; follow up on overdue payments; release "on hold" reservations and confirm release with guests; with manager approval a payment extension can be provided; if applicable, offer seats to guests on the waitlist or notify colleagues with guests on the waitlist.
- Follow Up Follow up with guests that have credits on file to generate more bookings (mid‑summer, start of season, mid‑season), at the end of the season to forfeit credit and inform the guest; with manager approval an extension for the credit deadline can be provided; follow up within 1 week of their departure to set up re‑bookings and confirm; contact remaining guests to thank them, ask for feedback, and reiterate rebooking incentive(s); participate in annual spring follow up after the season ends; crisis management (ensure no unauthorized media communication); emergency response (participate in emergency planning, simulations, and possible real‑life emergencies as part of the plan); anticipate guest needs; liability waiver management (10 weeks prior to guests' arrival).

Qualifications

- 3 to 5 years of experience in customer service, reservations, and sales.
- A certificate or diploma in a related field is preferred.
- Experience in all aspects of customer service.
- Strong working knowledge of hospitality industry principles, methods, practices, and techniques.
- Exceptional conflict resolution, negotiation, and objection handling skills.
- Able to respond quickly in a dynamic and changing environment.
- Highly flexible,



with solid interpersonal skills that allow one to work effectively in a diverse working environment.
- Able to build and maintain lasting relationships with corporate departments, key business partners, and guests.
- Demonstrated knowledge of sales practices, and exceptional customer service and sales skills.
- Professional email and telephone communications and the ability to effectively close sales and provide customer service via both incoming and outgoing calls.
- Able to effectively communicate both verbally and in writing.
- Ability to coordinate and organize meetings, exhibits, and other events.
- High level of proficiency with resort booking software, customer relationship management software, and Microsoft Teams and Excel.
- Must have a robust knowledge of written and spoken English.
- Knowledge of a second language (preferably German): spoken & written is an asset.
- Ski industry knowledge.
- Dynamic and energetic personality.

Working Conditions

- Some travel may be required.
- Manual dexterity required to use desktop computer and peripherals.
- Lifting or moving up to 20 lbs may be required.
- Long hours of work, putting in additional time, may be required to meet business needs (overtime as required).

Benefits

- Subsidized staff accommodation in private or shared residence.
- Fitness center.
- Family and friends' discounts.
- In‑house training and development programs.
- Employee Assistance Program.
- 30% off retail items in our specialized boutique.
- Eligible for Health and Dental and RRSP after 3 months.
- During Winter: Staff meal plan; discounted rates at various hotels in Kamloops, Jasper, and Vernon; staff rate for on‑site massage therapy; opportunities to helicopter ski; ski passes to Marmot Basin in Jasper, AB; world renowned IKON/AMC ski pass; guaranteed adventure.

Compensation

$23‑26 per hour based on experience and qualifications.

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📌 Reservations Coordinator (Blue River)
🏢 Mike Wiegele Helicopter Skiing
📍 Blue River