We are looking for a detail-oriented and highly organized Reservation Assistant to join our team. This role plays a key part in supporting hotel reservation operations, payment fulfillment, and customer service for our luxury travel programs.
If you enjoy working behind the scenes to ensure exceptional service, thrive in a fast-paced environment, and have strong administrative and problem-solving skills, we’d love to hear from you.
About the Role
The Reservation Assistant supports the Customer Service and Reservations team through a combination of administrative coordination, payment fulfillment, reservation support, and customer service.
A core focus of the role is assisting with the fulfillment of hotel payments, while also supporting rate match inquiries, documentation, reporting, and daily operational needs.
This position works closely with internal teams including Customer Service, Accounting, and Leadership, as well as hotel partners globally.
What You’ll Be Doing
Reservation & Payment Fulfillment Support
- Support the reservations payment fulfillment process
- Review reservations to verify eligibility and ensure payments are completed according to program guidelines.
- Coordinate payment arrangements with hotel partners using payment links, virtual credit cards, and authorization forms.
- Monitor reservation timelines to ensure deposits and payments are completed on time.
- Track cancellations and refunds, ensuring any applicable reimbursements are requested and documented.
- Investigate discrepancies and collaborate with hotel partners to resolve payment or reservation issues.
- Maintain detailed records of completed transactions and case documentation.
Customer Service & Rate Match Support
- Respond to customer inquiries related to hotel rate match requests within service level expectations.
- Review submitted documentation and validate eligibility requirements.
- Research competing hotel rates and liaise with hotels to resolve discrepancies.
- Support escalated customer concerns and collaborate with leadership when needed.
- Assist the Customer Service team during busy periods to help maintain service standards.
Reporting & Administration
- Maintain accurate records for audit and reporting purposes.
- Support with monthly operational reports for leadership.
- Support ongoing administrative and operational projects as required.
What You Bring
Qualifications & Experience
- Minimum 2 years of administrative experience, preferably in hospitality, travel, customer service, or a related industry.
- Strong written and verbal communication skills.
- Exceptional attention to detail and organizational skills.
- Experience using Salesforce or similar CRM systems is an asset.
- Strong working knowledge of Microsoft Office (Word, Excel, Outlook).
- Experience working with reservation systems, payment processing, or virtual credit cards is considered an asset.
Skills & Attributes
- Highly organized with strong attention to detail.
- Comfortable managing multiple priorities and deadlines.
- Strong problem-solving and critical thinking skills.
- Collaborative mindset with the ability to work cross-functionally.
- Professional communication skills with both internal stakeholders and external partners.
- Comfortable working independently in a remote environment.
- Additional language skills are considered an asset.
Work Environment & Schedule
This is a remote position based in Canada, with occasional in-person meetings in Vancouver.
The Reservations team operates 7 days a week, including evenings and weekends. Team members work a 40-hour work week. Schedules may vary based on business needs but this position is likely to be PM focused with shifts starting between 2:30PM and 3:30PM.
Why Join Kiwi Collection?
- Work with a globally recognized luxury travel brand
- Fully remote work environment
- Opportunity to collaborate with world-class hotel partners
- Dynamic and supportive team culture
- Career growth opportunities within luxury travel and hospitality
Applicants must be legally authorized to work in Canada.
Pay: $24.00-$28.00 per hour
Benefits:
- Extended health care
- Paid time off
Application question(s):
- This role requires reviewing reservation details, payment eligibility, and documentation with a high degree of accuracy. Please briefly describe a time when your attention to detail helped prevent an error or resolve an issue.
Experience:
- Administrative or Operational Support: 2 years (preferred)
Work Location: Hybrid remote in Vancouver, BC V6C 1S4
