Reservations Coordinator

Pinnacle Lifestyles is seeking an enthusiastic and experienced Reservations Coordinator to join our Head Office team in Calgary, AB on a full-time basis.

The Reservations Coordinator is responsible for managing booking inquiries, processing reservations, and ensuring seamless communication between guests and internal departments. This role involves handling customer requests, maintaining reservation records, and optimizing occupancy while delivering exceptional service. The ideal candidate is detail-oriented, possesses strong organizational and communication skills, and thrives in a fast-paced hospitality environment.

• Act as liaison between properties to ensure smooth cross-property communication and coordination. 
• Track and manage vouchers, including issuance, redemptions, and reporting. 
• Provide phone and email support: Off-season: service as the main point of contact for guest inquiries and reservations. Peak Season: act as a backup support for property-level reservation teams. 
• Assist and oversee in reservation management across all locations, ensuring accuracy, efficiency and optimization. 
• Generate reporting related to reservations, occupancy, revenue, and trends. 
• Handle customer data transfers from booking software to marketing software. 
• Assist with additional administrative tasks as assigned. 

• Implement changes to enhance the user experience and streamline the booking process. 
• Assist in setting up and manage discounts and promotions. 
• Oversee site management within the system, ensuring that all locations remain current with accurate availability, pricing and details. 
• Ensure front desk teams across all locations follow established reservation procedures and policies. 
• Troubleshoot booking system issues and coordinate with IT support when necessary. 
• Ensure monthly fees are processed correctly and on time. 

• Support marketing initiative as required, including campaign planning and execution. 
• Assist with promotional planning, ensuring seamless integration of discounts and special offers in the booking and marketing systems. 
• Ensure website are functional, up-to-date, and reflect current promotions and availability and policies. 
• Collaborate with the marketing team to create engaging email promotions and newsletters. 

• Maintain and update operations policies and procedures to reflect best practices and system updates. 
• Ensure consistency in reservation handling across all properties by providing documentation and training as needed. 
• Monitor compliance with reservation policies and scale issues as required. 

• Work closely with Regional Manager to support related policies and guest experience improvements. 
• Provide feedback and insights from reservation trends to help shape marketing and operational strategies.
• Support interdepartmental projects by ensuring reservation data aligns with overall business goals. 
• Assist with staff training on reservation procedures system updates and best practices. 
• Participate in team meetings and strategy sessions, contributing insights on reservations trends and operational efficiencies. 

• 2+ years experience in reservations & customer service required; Front desk/guest services role in the hospitality industry preferred
• Proficiency in booking management & CRM systems – experience managing availability, pricing, and guest data. Experience with Newbook & Hubspot is a strong asset
• Strong administrative and organizational skills 
• Analytical & Reporting Skills – strong understanding of Microsoft office, especially excel. 
• Communication & Coordination Skills 
• Detail Oriented
• Problem Solving Mindset
• Proactive & Self Sufficient – can take initiative
• Strong Team Player 
• Adaptable & Calm Under Pressure
• Guest-Focused

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