WESTCOAST Sightseeing

Supervisor, Reservations + Contact Centre

Start Date : ASAP
Work Hours : 40 hours/week
Department : Reservations + Contact Centre

The Supervisor Reservations + Contact Centre will lead a team to provide remarkable service and support to all our guests. This person will need to be organized, be able to relate to our values, and have a natural desire to lead a team to go above and beyond to provide a remarkable experience at every opportunity.


  • Train and lead a team of employees to handle all day-to-day contact center activities.
  • Be able to handle client and partners concerns.
  • Ensure all enquiries through phone calls, voicemails and email are being actioned, and all booking requested are being handled promptly.
  • Liaise with the other departments to ensure all areas communicate and work together to provide the highest and most consistent quality of guest service possible.
  • Generate sales by assisting customers over the phone and emails.
  • The Ability to manage important guests and hotel affiliates professionally, and efficiently.
  • Ensuring the staff have adequate product knowledge and guest service skills.
  • Motivate and develop team members based on our purpose and core values.

  • Motivate and develop team members based on our purpose and core values.
  • Office and Inventory management –Stationary control, hardware management, cleanliness, security, capacity on all the tours.
  • Complete phone reports and any other reports assigned to help the business operate efficiently.
  • Become proficient with reservations back office, understand all functions required to manage bookings efficiently.
  • Responsible for creating and or revising training documents and manuals for the sales and the contact center team.
  • Respond to emails professionally and promptly in a timely manner.
  • Constant communication with Dispatch/Operations for day to day activities.
  • Handle guest complaints and concerns through various communication channels


  • You are hungry, humble and people smart
  • You are a natural born leader.
  • You love Vancouver and you want to share it with the world.
  • You have a friendly and outgoing personality with a professional demeanor.
  • You have great verbal communication skills.
  • You have a very flexible schedule and enjoy working outside of the typical 9 to 5.


  • A great way to meet people in the tourism industry
  • Free admission for you and a guest to over 90 attractions offered through the Tourism Challenge Privilege Pass
  • Invitations to tourism industry events, parties, networking opportunities and familiarization tours
  • Free tours and discounts for yourself, friends and family
  • Employee referral incentives