Reservations Agent / Retail & Guest Services Associate

Reservations Agent / Retail & Guest Services Associate

Location: Banff, Alberta

Full Time

Job Description

SkiBig3 is currently recruiting for the full time position working in a combined role of Reservations Agent in the Vacation Planning Centre as well as a Guest Services Associate based within the SkiBig3 Adventure Hub. Duties will be split between the two departments providing a unique opportunity to be both guest-facing and working behind the scenes.

Reporting to the Reservations and the Adventure Hub Supervisors, the primary focus of this role is to generate sales through the booking of ski vacation packages in our Reservations department and assist guests in the SkiBig3 Adventure Hub with rentals, selling lift ticket products and retail merchandise, activity bookings, and providing visitor information.

Reports to: Reporting to the Reservations Supervisor and the Adventure Hub Retail/Guest Services Assistant Manager.

Job Responsibilities

Adventure Hub Associate Responsibilities:

  • Greeting customers and determining their needs
  • Assisting customers with SkiBig3 and Resort specific products including snow school, lift tickets, season passes.
  • Assisting customers with our partner passes, Mountain Collective and IKON
  • Supporting customers through strong retail product knowledge.
  • Troubleshooting any issues or concerns with guest’s ski area products or reservation systems.
  • Accurately processing end of day procedures
  • Communicate and work effectively with all ski areas and staff.


Reservations Agent Responsibilities:

  • Responding to customer inquiries via phone, and email
  • Generating quotes in reservations booking system for individual ski vacation packages including lodging, lift tickets, ski rental, snow school, transportation and non-skiing activities
  • Consulting with guests and tailoring custom packages to suit needs
  • Ability to convert quotes into confirmed bookings and upsell additional products where possible
  • Troubleshooting any issues or concerns with guest’s travel itineraries
  • Monitor and respond to Live Chat and online guests to convert into ski vacation booking
  • Follow-up phone calls for establishing status, trip details, obtaining overdue payments
  • Additional duties may include ticketing or SkiBig3 Snow School Support

Job Requirements/Qualifications

Qualifications & Skills:

  • Demonstrated experience in a resort based reservations/ inbound call centre environment an asset
  • Previous retail and reservation sales experience – Travel/ Tourism industry highly regarded
  • Friendly, outgoing, excellent guest service skills.
  • Time management skills, ability to independently manage own time
  • Extensive local knowledge including Banff Lake Louise ski resorts and Bow Valley Hotels is desirable
  • Exceptional communication skills and phone manner
  • Demonstrated computer skills – strong knowledge of Microsoft suite (Outlook, Word, Excel), knowledge of retail operating systems, is an asset.
  • Organized, efficient, responsible and mature.
  • Ability to work in a high paced team environment
  • Ability to troubleshoot guest problems
  • Proven ability to learn and adapt quickly to changing work environments

Other Requirements:

  • Candidate must reside in the Bow Valley
  • Valid working visa/work permit required
  • Valid Canadian drivers license an asset
  • Proof of double covid vaccination

Additional Information

SkiBig3 has a vibrant, hip, company culture and this role offers competitive wages, excellent benefits, a SkiBig3 season pass and much, much more!

If you possess the above attributes and would like to join our passionate, energetic, SkiBig3 team, please submit your resume, along with a cover letter telling us why you are the perfect candidate for this position to: [email protected]

We thank all applicants; only those selected for an interview will be contacted.