Reservations Manager

Since 2000, Whistler Platinum has been Whistler's trusted name in luxury property management and vacation experiences. We partner with homeowners to take the complexity out of ownership, and we work hard to ensure every guest leaves with memories that last. From personalized concierge services to meticulous property care, everything we do is driven by a commitment to going above and beyond - for our homeowners, our guests, and our team.

Role

Reservations Manager

Reports to

CEO

Collaborates with

Guest Experience Manager (In-Stay & Experience)

Role Summary

The Reservations Manager is a hands on role responsible for leading and optimizing the full reservations function of a growing, luxury vacation rental operation in Whistler, BC. This position owns the integrity of the Company's reservation ecosystem - overseeing distribution channel management, PMS accuracy, dynamic pricing, and performance reporting - while continuously developing the workflows, automations, and communication systems that drive operational efficiency and a consistent guest experience.

The ideal candidate is equally at home analyzing booking pace and channel performance as they are refining a guest messaging sequence or resolving a complex reservation issue. They bring hands on expertise with short term rental platforms, property management systems, and OTA distribution, paired with a methodical approach to data accuracy, process improvement, and cross team coordination. This is a role for a detail driven, tech savvy hospitality professional who takes ownership of the systems and processes behind every booking - and understands that operational excellence is the foundation of an exceptional guest experience.

Key Responsibilities

• Oversee the end to end reservations process across all booking channels, including Airbnb, VRBO, direct website, and manual inquiries
• Process bookings, modifications, and cancellations in accordance with Company policies
• Drive conversion through timely, personalized communication consistent with the Company's service standards
• Maintain comprehensive knowledge of the Company's property portfolio - including layouts, bedding configurations, amenities, and positioning - as well as the broader Whistler resort offering
• Guide guests to appropriate accommodation and services, identifying opportunities to enhance booking value through ancillary offerings
• Build relationships with repeat guests and travel agents to support direct bookings and reduce OTA dependency
• Develop and enforce reservation policies, including deposit schedules, cancellation terms, and damage policies
• Maintain accurate and actionable guest profiles within the Company's CRM
• Conduct pre arrival outreach for high value or complex bookings to personalize itineraries and anticipate guest needs
• Manage and improve guest communication workflows, including automated messaging, templated responses, and pre/post stay touchpoints
• Coordinate with Guest Experience and Operations teams to ensure seamless booking to arrival handoffs
• Direct daily team briefings and facilitate effective information handover to in resort operations
• Ensure all reservation documentation - agreements, confirmations, itineraries, and billing - is complete and accurate prior to arrival

3. Systems, Distribution & Performance Reporting

• Oversee inventory integrity across the PMS, booking engine, and third party distribution channels
• Maintain accurate listings across all platforms and resolve booking issues, calendar conflicts, and discrepancies promptly
• Implement and adjust dynamic pricing strategies in coordination with the revenue management team
• Stay current on OTA platform updates and best practices to optimize listing performance
• Generate and analyze occupancy reports, booking pace, and channel performance to support forecasting and strategy
• Complete monthly performance reporting for internal stakeholders and third party partners

4. Service Recovery, Problem Solving & Judgment

• Serve as the senior escalation point for complex reservation issues and service recovery matters
• Exercise sound judgment in resolving guest concerns, balancing satisfaction with Company policies and business objectives
• Proactively identify and address potential issues to maintain a seamless guest experience consistent with Company standards

Qualifications & Requirements Experience & Education

• Minimum 3 years of experience in a reservations or guest services role within a high end hospitality or luxury vacation rental environment
• Demonstrated track record of managing inquiry volume and converting bookings through responsive, personalized service
• Familiarity with Whistler Blackcomb, the village, and seasonal resort offerings; direct experience or a genuine passion to develop local expertise is required

Technical Skills

• Proficiency in property management systems (PMS) and OTA distribution platforms; experience with Guesty, Track, Hostaway, or Streamline is an asset
• Comfortable working with booking engines, channel managers, and CRM tools
• Strong aptitude for learning new systems quickly and identifying opportunities to automate workflows and streamline processes
• Working knowledge of key performance metrics including RevPAR, ADR, and occupancy; confident in reconciling reservations, reviewing reports, and managing inventory accuracy
• Polished written and verbal communication skills with the ability to adapt tone across corporate, luxury, and leisure oriented contexts
• Professional and confident phone presence with experience handling complex or high value guest interactions
• Proven ability to direct and coach a reservations team, moving beyond transactional order taking toward a consultative, guest focused approach
• Strong cross functional collaboration skills with the ability to coordinate effectively across operations, guest experience, and revenue teams

Attributes

• Naturally curious about guests and motivated to understand the purpose of their travel in order to personalize and enhance their experience
• Detail oriented and methodical, with a high standard for data accuracy and documentation
• Calm and composed under pressure, with the ability to manage the pace and intensity of a mountain resort environment during peak periods and changeover days
• Proactive and solutions oriented, with sound judgment and the ability to balance guest satisfaction with business objectives

About Whistler Platinum

Since 2000, Whistler Platinum has been Whistler's trusted name in luxury property management and vacation experiences. We partner with homeowners to take the complexity out of ownership, and we work hard to ensure every guest leaves with memories that last. From personalized concierge services to meticulous property care, everything we do is driven by a commitment to going above and beyond - for our homeowners, our guests, and our team.

Compensation

$62,000 - $70,000 annually, commensurate with experience

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Since 2000, Whistler Platinum has been Whistler's trusted name in luxury property management and vacation experiences. We partner with homeowners to take the complexity out of ownership, and we work hard to ensure every guest leaves with memories that last. From personalized concierge services to meticulous property care, everything we do is driven by a commitment to going above and beyond - for our homeowners, our guests, and our team.

Ul

• Oversee the end to end reservations process across all booking channels, including Airbnb, VRBO, direct website, and manual inquiries

• Process bookings, modifications, and cancellations in accordance with Company policies

• Drive conversion through timely, personalized communication consistent with the Company's service standards

• Maintain comprehensive knowledge of the Company's property portfolio - including layouts, bedding configurations, amenities, and positioning - as well as the broader Whistler resort offering

• Guide guests to appropriate accommodation and services, identifying opportunities to enhance booking value through ancillary offerings

• Build relationships with repeat guests and travel agents to support direct bookings and reduce OTA dependency

• Develop and enforce reservation policies, including deposit schedules, cancellation terms, and damage policies

• Maintain accurate and actionable guest profiles within the Company's CRM

• Conduct pre arrival outreach for high value or complex bookings to personalize itineraries and anticipate guest needs

• Manage and improve guest communication workflows, including automated messaging, templated responses, and pre/post stay touchpoints

• Coordinate with Guest Experience and Operations teams to ensure seamless booking to arrival handoffs

• Direct daily team briefings and facilitate effective information handover to in resort operations

• Ensure all reservation documentation - agreements, confirmations, itineraries, and billing - is complete and accurate prior to arrival

Li

Oversee inventory integrity across the PMS, booking engine, and third party distribution channels

Work Hours

Full Time