Supervisor, Global Partner Operations

Pursuit Collection•Columbia Falls, MT

3d•Hybrid

About The Position

The Global Partner Operations Supervisor is a hands-on people leader who supports a reservations team managing partner bookings across Pursuit’s portfolio of hotels, attractions, transportation, and food and beverage outlets. The role ensures accurate, timely support while balancing each business's priorities, inventory, and operational needs. Working alongside the team every day, the Supervisor coach's employees, coordinates daily priorities, resolves issues, and manages escalations, while handling reservations, phones, and email queues to keep service standards consistent and partner relationships strong. The ideal candidate is detail-oriented, organized, and collaborative, with a service-first mindset, strong communication skills, and confidence in reservation systems. They thrive in a fast-paced, seasonal environment and lead by example to deliver reliable, partner-focused support.

Requirements

2+ years of experience in a high-volume reservation, hospitality, or customer service environment, including experience in a lead, supervisory, or team coordination capacity.
Demonstrated ability to lead, coach, and develop a team while staying hands-on, answering phones, working queues, and processing reservations alongside the team.
Experience managing workforce needs, including creating schedules, monitoring daily coverage and workloads, and adjusting resources to maintain service levels during peak periods.
Strong working knowledge of reservation systems, booking engines, and ticketing platforms, with the ability to support troubleshooting, training, and adoption.
Ability to monitor performance, interpret KPIs and SLAs, identify trends, and coach team members toward improved accuracy, service levels, and efficiency.
Experience handling escalations and difficult partner conversations calmly, with sound judgment and clear knowledge of when to involve leadership.
Strong attention to detail and comfort with quality assurance, including reviewing reservations, payments, and partner communications for accuracy and compliance.
Proven ability to drive change management by communicating expectations clearly, building team buy-in, and reinforcing new processes through follow-up and coaching.
Continuous improvement mindset, with a track record of identifying process gaps and proposing practical solutions.
Service-first, hospitality mindset toward partners, guests, and colleagues.
A sense of urgency and professionalism in a fast-paced, dynamic, and seasonal environment.
Ability to collaborate effectively with cross-functional and geographically dispersed teams.
Excellent written and verbal communication skills in English.
Comfort working with reports and dashboards to track performance and support decision-making.
Candidates must be legally authorized to work in the country where the position is based.

Responsibilities

Oversee daily Partner Operations workflows, ensuring travel trade and MICE partner requests are handled accurately, efficiently, and in line with service standards.
Ensure reservations and inventory are managed accurately from initial inquiry to final touchpoint across assigned revenue disciplines (lodging, attractions, transportation, and food and beverage).
Stay actively involved in the frontline by answering phones, assisting with email queues, processing reservations, and stepping into where needed to maintain service levels.
Lead workforce management for the team, including scheduling, monitoring daily coverage, and identifying capacity gaps, and activate contingency coverage during peak periods or service disruptions.
Coach and develop team members through regular feedback, one-on-ones, and onboarding, supporting individual growth and accountability.
Prepare and share regular performance and operational reporting with Partner Operations Managers.
Serve as a subject matter expert for Pursuit Products and the systems used by the team, supporting troubleshooting, training, and data accuracy.
Perform quality assurance checks on reservations, payments, partner communications, and team processes to maintain accuracy, compliance, and partner satisfaction.
Identify process gaps and inefficiencies and bring forward practical solutions.
Serve as the first point of escalation for the team, resolving complex partner issues promptly and professionally and involving Managers when required.
Build strong relationships with key travel trade and MICE partners, acting as a point of contact for escalated or high-priority requests.
Work closely with the Partner Operations Managers to align priorities, communicate operational risks, and ensure consistent execution across the team.
Partner with the Partner Operations Support Manager to maintain SOPs, training resources, and best practices, and to review KPI performance and trends.