Reservations Supervisor (Front of House)

Job description:

Reservations Supervisor

Position based in Banff, Alberta (Store Based Role – Sundance Mall)

This is a Full-time year-round position.

Why This Job Is Cool

You’ll work in one of the most iconic mountain towns in the world while playing a key role in keeping our reservations team running smoothly. This position is perfect for someone who enjoys being the person others rely on, staying calm under pressure, bringing structure to busy days, and helping a team perform at a high level during peak season.

About the Role

This is a fast-paced, guest-facing leadership role in a high-volume reservations environment. Success in this position means staying calm and organized under pressure, setting clear direction for the team, and ensuring daily priorities are completed accurately and on time. You will support guest experience and sales performance while actively coaching staff, monitoring output, and maintaining strong standards throughout the day. This role requires someone who can maintain momentum, meet daily deadlines, and hold the team accountable while keeping morale steady.

Requirements

• Previous experience in a leadership or supervisory role (tourism/hospitality/retail preferred)


• Experience in reservations, sales, and/or guest services is an asset


• Strong communication skills and ability to give clear direction


• Confident decision-making and ability to solve problems quickly


• Ability to remain calm and professional during busy periods


• Strong attention to detail and ability to maintain standards


• Positive leadership style that builds confidence and motivates others


• Able to coach, train, and support staff development consistently


• Comfortable holding team members accountable in a respectful way


• Highly organized and able to manage multiple priorities at once


• Able to handle guest escalations and turn service challenges into positive outcomes


• Strong reliability and flexibility (7-day operation)

A Sample of Daily Tasks

• Lead the day-to-day flow of the store and support the team during peak periods


• Assign priorities and ensure the right people are focused on the right tasks throughout the shift


• Monitor output and follow up to ensure tasks are completed accurately and on time


• Support staff decision-making and reduce unnecessary escalations to management


• Provide real-time coaching on guest communication, sales approach, and booking accuracy


• Handle guest concerns or escalations calmly and professionally


• Support onboarding and training of new staff, including shadowing and skill development


• Maintain strong communication with operations, guides, and other departments to support a smooth guest experience


• Ensure systems, daily checks, and team responsibilities are being completed consistently


• Encourage a positive team culture and help keep morale steady during busy days


• Assist with store-based sales and bookings as needed during high-volume periods


• Report key issues, trends, or concerns to the Reservations Manager

What We Offer

• Competitive wage structure based on experience and performance


• Opportunities for advancement and leadership development


• Monthly staff events and a supportive team environment


• Staff accommodation available


• RRSP matching after 3 months


• Vacation pay


• 4 days on, 3 days off schedule (10-hour shifts)


• Wage: $23.00 based on experience

If you enjoy leading by example, staying organized under pressure, and helping a team perform at their best while delivering great guest experiences — we’d love to hear from you!