Company Overview Nita Lake Lodge offers an Alpine lodge experience shaped by its natural setting, with lake views, local seasonal cuisine, and an award-winning spa. Its invitation is to connect with nature and enjoy each moment. Summary The Reservations Team Lead plays a key role in supporting the day-to-day operations of the Reservations department, ensuring accuracy, efficiency, and a high standard of guest service across all booking channels. This role provides leadership and guidance to the Reservations team, supports revenue and operational strategies, and serves as the primary point of contact for escalated reservation concerns. In the absence of the Revenue and Reservations Manager, the Reservations Team Lead provides oversight and ensures continuity of operations. The Reservations Team Lead is a hands-on role, carrying out Reservations Coordinator duties alongside leadership responsibilities and providing shift coverage as required. Guest Experience & Reservation Excellence
- Ensure all reservations are entered accurately, efficiently, and in alignment with company standards.
- Support a seamless and professional guest experience through all reservation interactions.
- Resolve escalated guest concerns and booking issues with urgency, accuracy, and professionalism.
- Collaborate with Front Office and other departments to ensure guest preferences and booking details are communicated effectively.
- Assist the Revenue and Reservations Manager in coordinating all requirements of the Season Pass Program, including participant communication, reservations, payment tracking, benefit administration, and coordination with relevant departments. Leadership & Team Development
- Provide day-to-day leadership, guidance, and support to Reservations Coordinators.
- Support onboarding and training of new team members to ensure consistency in processes and service delivery.
- Provide training and guidance to Front Office team members on reservation procedures and systems.
- Review reservation calls, emails, and booking accuracy; provide regular coaching to strengthen sales techniques, product knowledge, and luxury service standards.
- Foster a culture of accountability, collaboration, and continuous improvement within the team.
- Lead daily team briefings covering availability, rates, offers, priorities, and operational updates.
- Assist with scheduling and workload allocation to maintain timely responses and appropriate coverage during peak periods and absences.




- Provide leadership and operational oversight of the Reservations department in the absence of the Revenue and Reservations Manager, ensuring continuity of service, supporting the team, and implementing agreed revenue strategies within delegated authority. Operational Excellence
- Perform all duties of a Reservations Coordinator, including handling enquiries, bookings, amendments, cancellations, payments, and guest follow-up; work alongside the team and cover shifts as required during team members’ scheduled days off, leave, vacancies, and peak periods.
- Ensure reservation procedures are followed consistently and accurately across the team.
- Assist in developing and implementing reservation procedures to improve efficiency, accuracy, and guest experience.
- Troubleshoot reservation system issues and support team members with technical challenges.
- Support group reservations by assisting with setup, rooming lists, and coordination with the Sales team.
- Monitor response times and outstanding reservation tasks to ensure enquiries and follow-ups are completed promptly.
- Maintain current team knowledge of suite categories, packages, promotions, and hotel experiences, including opportunities to promote Spa and Food & Beverage offerings.
- Monitor deposits, payment deadlines, booking guarantees, and cancellation terms; follow up on outstanding requirements in accordance with company procedures.
- Ensure timely follow-up on booking enquiries, tentative reservations, and outstanding quotes to maximise conversion. Revenue & Reporting
- Support the Revenue and Reservations Manager in executing revenue strategies.
- Monitor reservation conversion, upselling, and ancillary revenue performance; identify opportunities and support actions to improve results.
- Complete weekly and monthly reporting, including Tourism Whistler reporting requirements, and prepare other reports as required.
- Prepare and maintain stop sale reports as required.
- Lead daily room inventory and oversell management across all booking channels within agreed limits and delegated authority, maximising revenue, optimising room availability,



and minimising guest displacement in coordination with the Revenue and Reservations Manager and Front Office team.
- Reconcile reservation commission invoices in collaboration with the Finance department.
- Support direct booking growth by ensuring the team confidently communicates room options, packages, and the benefits of booking directly. Communication & Coordination
- Act as a key point of contact for reservation-related communication between departments.
- Ensure clear and consistent communication of reservation details, group bookings, and special requirements.
- Work closely with Front Office, Sales, and Revenue teams to ensure alignment and operational efficiency. Safety & Compliance
- Follow all company policies and procedures related to reservations, data privacy, and guest information.
- Ensure accuracy and confidentiality of all reservation data and financial information. Other Duties & Cross-Functional Support
- Provide support to other departments during peak periods and operational needs.
- Perform other duties as assigned by the Revenue and Reservations Manager or hotel leadership team. Qualifications & Requirements
- Minimum 2 years of previous reservations experience required.
- Previous leadership experience considered an asset.
- Post-secondary education in hospitality or tourism management considered an asset.
- Robust knowledge of PMS systems, booking engines, and third-party extranets.
- Proficiency in Microsoft Office applications.
- Excellent communication, organizational, and time management skills.
- Solid problem-solving and decision-making abilities.
- High level of professionalism, attention to detail, and accuracy.
- Ability to work a flexible schedule, including weekends and public holidays, according to business needs. Physical Requirements
- Ability to sit or stand for extended periods.
- Ability to work extended hours on a computer as required.
- Ability to lift up to 20 lbs if supporting operational needs. Pay: $24.00 per hour Expected hours: 40.0 per week

Benefits:
- Discounted or free food
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off Application question(s):
- Do have secured housing in the Sea to Sky Area for the next 12months?
- How long do you see yourself working with us for?
- Can you describe a time you delivered Luxury customer service?

Experience:
- Reservations: 2 years (required)

Location:
- Whistler, BC (preferred) Work

Location:
In person

📌 Reservations Team Leader (Whistler)
🏢 Nita Lake Lodge
📍 Whistler