Southwestern Alberta is where you'll find us, in the rugged and legendary Canadian Rockies, Castle is as authentic as it gets. Hard-working, hospitable, and here for the powder — that's what we're all about. With just over 200 employees, we're a small, passionate team of winter enthusiasts, and you'll quickly find you're right at home here. If that sounds like you, we want you on our team. We're not owned or operated by a large ski conglomerate. Castle belongs to a group of local skiers and riders who are passionate about steep terrain and excellent snow — and it shows in everything we do. Operational decisions happen right here (head office: the basement of the Day Lodge), while our long-term direction is set by a volunteer board of directors representing more than 200, predominantly local, shareholders. Want to know more, including staff perks? Visit: https://www.Skicastle.Ca/employment/Castle Mountain Resort is seeking an experienced Central Reservations Manager to provide senior leadership across our Accommodations and Guest Services functions. This role is responsible for the strategic and day-to-day management of two closely linked teams, ensuring a seamless booking-to-arrival guest experience while driving reservation revenue, occupancy, and service standards resort-wide. As a senior manager, you will lead the Accommodations team and the Guest Services team, including direct oversight of their respective Supervisors, and will act as the primary point of accountability for reservations performance, front-line service delivery, and cross-departmental coordination during peak operating seasons and shoulder periods alike. Come work with us in the beautiful South Canadian Rockies!OverviewWhat We Offer YouHealth and dental benefits (eligible after 3 months of continuous employment)Full mountain season pass. Also eligible for spouse/dependentsSeveral employee discounts around the resortWage commensurate with experienceFull-time, year-round employment (40 hours per week)Reciprocals to experience other resortsResponsibilitiesLeadership & Team ManagementProvide senior management oversight of the Accommodations and Guest Services team,



including direct supervision of the Accommodations Supervisor and Guest Services SupervisorSet performance expectations, provide coaching, conduct regular check ins, and complete performance reviews for supervisors and, indirectly, their teamsLead recruitment, onboarding, and training for reservations and guest services staff in partnership with HRBuild and manage seasonal staffing plans to align labour with forecasted occupancy and guest volumesFoster a collaborative, service-first culture across both teams, resolving cross-team friction points proactivelyWork collaboratively with all resort departments to maintain clear communication, coordinate daily operations, and ensure a seamless guest experience across all areas of the resortCentral Reservations & RevenueOversee the end-to-end reservations process across all booking channels (phone, email, online, OTA/third-party)Monitor occupancy, ADR, and booking pace; recommend rate and inventory adjustments in coordination with revenue managementMaintain accuracy and integrity of the property management system (PMS) and reservations databaseDevelop and track KPIs for conversion rate, call/response times, and guest satisfaction scoresManage group, corporate, and package bookings, including negotiated rate agreementsManage and maintain strong working relationships with private accommodation owners, ensuring effective communication, operational support, and alignment with resort standards and guest experience objectivesGuest Services & ExperienceOwn the guest journey from booking through check-out, ensuring consistency between reservations promises and on-site deliverySet and uphold service standards for the front desk, concierge, and guest communicationsServe as an escalation point for complex guest concerns and service recoveryPartner with Housekeeping, Maintenance, and F&B to coordinate arrivals,



departures, and special requestsReview guest feedback (surveys, online reviews) and lead continuous improvement initiativesOperations & AdministrationHelp develop and manage departmental budgets for Accommodations and Guest ServicesPrepare regular reporting on occupancy, revenue, staffing, and guest satisfaction for senior leadershipEnsure compliance with resort policies, health and safety standards, and applicable employment legislationSupport annual planning for peak season readiness, including systems, staffing, and process improvementsQualifications5+ years of progressive leadership experience in hospitality, resort, or reservations operations, including supervision of supervisors or multiple teamsStrong working knowledge of property management systems (PMS) and reservations/booking platformsProven track record managing occupancy, rate strategy, and reservations performance metricsDemonstrated ability to lead through others — coaching supervisors, not just front-line staffExceptional guest service orientation with experience handling escalated or sensitive guest situationsStrong financial acumen, including budget management and performance reportingExcellent communication and cross-departmental collaboration skillsAbility to work flexible hours, including weekends and holidays, based on different operational needs throughout the yearPost-secondary education in Hospitality Management, Business, or a related field is an assetMust be legally entitled to work in CanadaWork ConditionsThis position requires on-site attendance at our remote mountain locationComfort with extended computer and screen use, along with manual dexterity for desktop and peripheral equipmentFlexibility to work varied hours, including weekends and occasional evenings during peak winter operationsWhere We AreCastle Mountain Resort is located at the end of Highway 774, near Pincher Creek, AB. This is a remote work location. There is a communal living staff accommodation building on-site for new and returning non-supervisory, seasonal employees. More information on our location and our resort can be found at skicastle.Ca.

📌 Central Reservations Manager (Brocket)
🏢 Castle Mountain Resort
📍 Brocket