Reservations Manager

Reports to: CEO

Collaborates with: Guest Experience Manager (In-Stay & Experience)

Role Summary

About the Role, Benefits & Perks :

- Full-time, year-round career role.
- Competitive salary range: $62k - $70k based on experience.
- Performance-based bonus opportunities.
- Whistler Blackcomb season pass or Lifestyle Spending account
- Eligible to join the extended medical plan (Health, Dental, Life Insurance, Short Term Disability)
- A collaborative and supportive team.
- Supervise and mentor Guest Experience Coordinators.

Key Responsibilities

1. Reservation Leadership, Guest Conversion & Portfolio Expertise

- Process new bookings, modifications, and cancellations in a timely manner and in accordance with Company policies
- Maximize conversion through timely, knowledgeable, and personalized communication that reflects the Company's luxury service standards
- Maintain comprehensive knowledge of the Company's property portfolio - including layouts, bedding configurations, amenities, and positioning - as well as the broader Whistler resort offering
- Guide guests to the right accommodation and services based on their needs, identifying opportunities to enhance the booking value through transportation, lift tickets, activities, and concierge services
- Build relationships with repeat guests and travel agents to drive direct bookings and reduce OTA channel fees
- Develop and enforce reservation policies including deposit schedules, cancellation terms, and damage policies to protect Company assets and homeowner relationships

2. Guest Data Management, Personalization & Team Collaboration

- Manage and continuously improve guest communication workflows, including automated messaging sequences, templated responses, and pre/post-stay touchpoints, to ensure consistency, efficiency,



and alignment with the Company's service standards
- Maintain accurate, detailed, and actionable guest profiles within the Company's CRM to support a seamless and personalized experience
- Conduct pre-arrival outreach for high-value or complex bookings to personalize guest itineraries and anticipate needs
- Coordinate with the Guest Experience and Operations teams to ensure seamless handoffs between booking confirmation and guest arrival
- Lead daily team briefings and ensure effective handover of guest information to in-resort operations teams
- Ensure all reservation documentation - agreements, confirmations, itineraries, and billing - is complete and accurate prior to guest arrival

3. Systems, Distribution & Performance Reporting

- Oversee the integrity and accuracy of inventory across the PMS, booking engine, and third-party distribution channels, including availability calendars, rates, and listing content
- Maintain accurate property listings across all platforms and promptly identify and resolve booking issues, calendar conflicts, and listing discrepancies
- Implement and adjust dynamic pricing strategies in coordination with the revenue management team
- Stay current on OTA platform updates, algorithm changes, and best practices to optimize listing performance and visibility
- Generate and analyze occupancy reports, booking pace, lead times,



and channel performance to inform forecasting and strategic decision-making
- Complete monthly performance reporting for internal stakeholders and third-party partners in a timely and accurate manner

4. Service Recovery, Problem Solving & Judgment

- Act as the senior escalation point for complex reservation issues and service recovery matters
- Exercise sound judgment in resolving guest concerns, balancing guest satisfaction with Company policies and business objectives
- Proactively identify and address potential issues to ensure a seamless, high-quality experience consistent with the Company's standards

Qualifications & Requirements

Experience & Education

- Minimum 3 years of experience in a reservations or guest services role within a high-end hospitality or luxury vacation rental setting
- Demonstrated track record of managing inquiry volume and converting bookings through responsive, personalized service
- Familiarity with Whistler Blackcomb, the village, and seasonal resort offerings; direct experience or a genuine passion to develop local expertise

Technical Skills

- Proficiency in property management systems (PMS) and OTA distribution platforms; experience with Guesty, Track, Hostaway, or Streamline is an asset
- Comfortable working with booking engines, channel managers, and CRM tools
- Strong aptitude for learning new systems quickly and identifying opportunities to automate workflows and streamline processes
- Working knowledge of key performance metrics including RevPAR, ADR, and occupancy; confident in reconciling reservations, reviewing reports, and managing inventory accuracy

Communication & Leadership

- Polished written and verbal communication skills with the ability to adapt tone across corporate

📌 Reservations Manager (Whistler)
🏢 Whistler Platinum
📍 Whistler