Role overview

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Reservations Agent (Casual)

CRMR is a family-owned Canadian hospitality company operating a collection of iconic mountain properties across the Canadian Rockies, including Buffalo Mountain Lodge in Banff, Deer Lodge and Post Hotel & Spa in Lake Louise and Emerald Lake Lodge in Yoho National Park. We are dedicated to delivering world-class dining, hospitality and service in some of the most breathtaking landscapes Canada has to offer.

Perks & Benefits:

Complimentary stays at our sister lodges
Staff rates at all CRMR properties
Employee Benefits Program
Discount on food and beverages at our hotel dining outlets
Opportunities for growth and advancement across our properties

To provide exceptional guest service throughout the reservation process by delivering accurate information, responding to guest inquiries, and creating memorable first impressions of Canadian Rocky Mountain Resorts (CRMR). Working collaboratively with the Reservations Supervisor, Reservations Manager, and Revenue Department, the position supports revenue objectives by promoting appropriate accommodations, packages, and experiences while ensuring reservation accuracy and operational excellence. The Reservations Agent contributes to a positive team environment through professionalism, attention to detail, continuous learning, and a commitment to service excellence.

This is a casual position offering approximately 1–3 shifts per week (7.5–24 hours), with additional hours possible during training.

Duties and Responsibilities:

Guest Service & Reservations

Respond to guest inquiries by telephone, email, and other communication channels in a professional, timely, and courteous manner.
Create, modify, and confirm reservations while ensuring accuracy of guest information, rates, room types, packages, and special requests.
Provide knowledgeable recommendations regarding accommodations, resort amenities, packages, services, and surrounding destinations.
Resolve routine guest inquiries and refer complex concerns to the appropriate team member.

Sales & Revenue Support

Promote room upgrades, packages, promotions, and guest experiences.
Ensure reservations are entered accurately and in accordance with revenue strategies, policies, and booking guidelines.
Assist with reservations-related administrative and revenue support activities as assigned.

Reservation Accuracy & Administration

Maintain accurate reservation records and guest communications.
Process gift certificates, reservation updates, and correspondence.
Identify and communicate reservation discrepancies to the Reservations Supervisor.

Team Collaboration & Communication

Work collaboratively with Reservations, Front Office, Revenue, Sales, Marketing, and Operations.
Maintain professional communication with guests, travel agents, wholesale partners, and OTA partners.
Contribute to a positive, collaborative team environment.

Continuous Improvement

Maintain current knowledge of CRMR properties, services, packages, promotions, procedures, and local attractions.
Participate in training and continuous improvement initiatives.
Follow Standard Operating Procedures (SOPs) and recommend process improvements.
Pursue cross-training opportunities to broaden knowledge of reservations, revenue management, distribution, and hospitality operations while preparing for future career advancement within CRMR.

Qualifications

Previous experience in reservations, hospitality, tourism, or customer service preferred.
Excellent guest service and communication skills while handing telephone inquiries.
Proficient organizational skills to handle multiple priorities.
Experience with reservation or property management systems is an asset; in particular Opera Cloud.
Proficiency with Microsoft Office and general computer systems.
Ability to work independently and collaboratively.
Knowledge of the Canadian Rockies is considered an asset.
High school diploma or equivalent.

Please note that only applicants selected for further consideration will be contacted.

Canadian Rocky Mountain Resorts (CRMR) is committed to building a workplace where everyone can succeed and belong. As Bow Valley Workplace Inclusion Charter signatory, we are working to build a diverse, equitable, and inclusive team environment. We value a wide range of skills, experiences, and backgrounds; and encourage all qualified candidates to apply. CRMR is continuously evolving our systems and practices to remove barriers so all equity seeking groups can succeed.

If you can’t apply online or request accommodation during the application or hiring process, please contact our Human Resources Department at 1-403-441-0375.

We look forward to receiving your application.

Please visit our careers page to see more job opportunities.