Tour Reservations Manager (Remote - Dispatch, Customer Service, Admin)

Job Title: Reservations Manager (Remote - Tour Operations)

Location: Remote (Canada-based; Toronto/GTA preferred)

Job Type: Full-time, Year-Round, Salaried

About Us

We are Toronto’s leading Niagara Falls tour operator, offering day tours, evening tours, and Niagara-on-the-Lake tours since 1994. Our team is passionate about delivering exceptional customer experiences, from booking to drop-off. Learn more at QueenTour.ca or follow us on Instagram @QueenTourNiagara.

Position Overview

As the Reservations Manager, you will:

• Respond to customer inquiries (phone, email)
• Coordinate driver and passenger logistics
• Manage bookings through our internal systems
• Provide dispatch support and administrative assistance

You’ll work closely with our operations team to ensure a seamless tour experience for our guests. While this is a remote position, you must be available for urgent inquiries throughout the day. Occasional in-person work in Toronto/GTA (e.g., training, team meetings) may be required.

Schedule

We operate Sunday to Friday, with Saturdays off. You can expect:

• Peak Season (March to October): Higher volume of inquiries, tighter deadlines, and greater urgency in responding to passengers and drivers
• Off-Peak Season (November to March): Lower volume of inquiries and more flexibility in scheduling

General Weekly Breakdown (subject to adjustment):

• Sunday
• 7:00 AM – 11:00 AM
• 30-60 minutes in the evening for next-day prep (flexible between 9:00 PM–12:00 AM)
• Monday – Thursday (7.5 to 8 hours)
• 7:00 AM – 11:30 AM | 12:30 PM – 3:00 PM
• 30–60 minutes in the evening for next-day prep (flexible between 9:00 PM–12:00 AM)
• Friday
• 7:00 AM – 11:00 AM

Note: You'll have additional flexibility during the off-peak season (approx. 4–6 months). We’re open to you stepping away from the computer if you can still promptly handle calls, emails, and dispatch tasks from your phone and ensure availability.

Key Responsibilities

• Customer Service: Respond to phone calls, emails, and inquiries
• Driver Support: Provide real-time assistance to drivers regarding schedules, pickups, and logistics
• Dispatch Coordination: Ensure accurate scheduling, address passenger pickup changes, and prepare daily dispatch lists
• Administrative Tasks: Invoicing, booking management, record-keeping, and other related duties
• Daily Prep: Finalize next-day pickup lists and handle any urgent evening inquiries (30–60 minutes)

Ideal Candidate

• Organized & Detail-Oriented: Able to juggle multiple tasks efficiently
• Strong Communicator: Professional email etiquette and clear phone manner
• Self-Motivated: Comfortable working remotely and managing your own schedule
• Tech-Savvy: Familiarity with online booking systems, messaging apps, and CRM tools
• Flexible: Willing to adjust hours during peak season and handle urgent inquiries as needed
• Location Knowledge: Familiarity with downtown Toronto and Niagara Falls area (asset)
• Past Experience: Dispatching or customer service in tourism/travel is a plus

Compensation & Benefits

• Salary: $40,000–$55,000 CAD, based on experience
• Vacation: 4 weeks (24 days) of paid vacation between November and March (Sunday to Friday workweek)
• Personal Days: 1 personal day each month (12 total)
• Remote Work: Flexible, with the ability to shape your daily schedule around key responsibilities, except for key times such as 7:00 to 9:00 AM

How to Apply

We'd love to hear from you if you’re an organized, proactive, and customer-focused professional! Please send your resume and a brief cover letter highlighting your relevant experience. We look forward to welcoming you to our team!