Global Partner Operations- PNW

Pursuit Collection•Columbia Falls, MT

About The Position

At Pursuit, we offer more than just a place to visit, we create opportunities for our guests to truly connect with iconic destinations. Our experiences include world-class attractions and distinctive lodges, all designed to highlight the unique beauty of each location. Beyond that, we offer thoughtfully crafted restaurants, retail, and transportation services that help our guests immerse themselves fully in the experience. What ties it all together are the friendly faces you’ll find along the way, the thoughtful amenities, and the delightful details that make every visit feel personal and unforgettable.

Requirements

1-2 years’ experience working in a call centre environment is preferred
Excellent verbal and written communication skills in English; fluency in additional languages considered an asset
Mature and possess a proven ability to work independently within a fast-paced team environment
Familiarity with reservation systems (e.g., Maestro, Pacific, Ventrata, RTP, etc.) and CRM tools is highly desirable
Strong problem-solving abilities and a positive, empathetic attitude
Ability to work in a fast-paced, team-oriented environment with flexible shifts (including weekends and holidays)
Comfortable using computers, multiple digital platforms, chat tools, and telephony systems
To honour our commitment to be “Always Honest” all employees must consent to a criminal record check

Nice To Haves

Familiarity with reservation systems (e.g., Opera, Sabre, Salesforce, etc.) and CRM tools is highly desirable

Responsibilities

Make, maintain, and change reservations for all Pursuit owned Hotels, Attractions, Transportation
Handle inbound and outbound customer calls with professionalism, empathy, and efficiency
Process reservations, changes, and cancellations in line with company policies
Resolve guest issues or concerns promptly, escalating complex cases to supervisors as needed
Cross-sell or upsell relevant services and experiences to enhance the guest’s journey
Maintain accurate reservations and information in reservation system
Maintain up-to-date knowledge of company offerings, policies, promotions, and regional differences through knowledge management system LivePro
Meet or exceed performance metrics including revenue growth, customer satisfaction, call resolution, cross sell / upsell production, and response time
Assist guests with questions all while maintaining a high level of customer service
Communicate effectively with internal departments to ensure seamless guest experiences