Job Title: Reservation & Guest Support Specialist
Job Location: Calgary
Compensation: Competitive wage

Employment Status: Seasonal
Reports to: Reservation & Guest Support Manager

Position Summary

Reporting to the Reservation & Guest Support Manager, the Reservation & Guest Support Specialist supports three RV rental brands: CanaDream (Canada), and the U.S. brands El Monte RV and Road Bear RV. The Guest Service Specialist helps Guests select the right RV for their trip, moving efficiently to a successful booking.

The role is responsible for reservations and on‑road Guest support for CanaDream, and reservations services only for the U.S. brands (El Monte RV and Road Bear RV).

Reservation & Guest Support Specialist are accountable for handling Guests’ inquiries, complaints, on-road support, and processing transactions. Applicants must have the ability to multitask, be detail‑oriented, and problem‑solve effectively while supporting Guests via phone and chat in a fast‑paced environment.

Company Overview

THL is a leading North American RV rental and sales company operating across Canada and the United States, delivering world‑class RV experiences to guests from around the globe. Through our trusted brands, CanaDream in Canada and El Monte RV and Road Bear RV in the United States, we provide exceptional travel experiences supported by premium vehicles and outstanding service.

In Canada, CanaDream operates seven locations: Calgary and Edmonton (Alberta), Vancouver (British Columbia), Whitehorse (Yukon), Toronto (Ontario), Montréal (Quebec), and Halifax (Nova Scotia). In the United States, El Monte RV and Road Bear RV operate a combined 19 locations, offering extensive coverage and flexibility for guests exploring the country.

Across North America, we offer a diverse fleet including camper vans, motorhomes, and truck campers, available for both rental and purchase. Our teams take pride in servicing, preparing, and delivering every vehicle with a consistent wow factor, ensuring quality, comfort, and reliability at every touchpoint.

Our mission is to deliver a first‑class RV vacation experience, grounded in exceptional guest service, high‑quality vehicles, and a strong hospitality culture. For more than 30 years, THL and its brands have evolved with the industry—creating unforgettable journeys for our guests while fostering a collaborative, inclusive, and high‑performance culture for our crew across Canada and the USA.

Essential Duties and Responsibilities

• Welcomes Guests to CanaDream, El Monte RV, and Road Bear RV, utilizing each brand’s approved language and maintaining a friendly, professional tone over the phone.
• Provides accurate information to potential Guests, creates and sends quotes using the appropriate quoting applications, and completes reservations over the phone for all three brands.
• Presents a positive and professional image of CanaDream, El Monte RV, and Road Bear RV to all Guests.
• Confirms Guest reservations, sends pre‑trip information, and processes payments.
• Provides on‑road service and support to CanaDream Guests when needed.
• Handles reservations‑only support for El Monte RV and Road Bear RV Guests.
• Resolves Guest complaints and processes authorized refunds in accordance with brand policies.
• Promptly forwards service inquiries to on‑call technician Cast Members when applicable.
• Embraces each brand’s voice, standards, and best practices; and
• Other duties as required.

Skill Set, Education and Experience

• Proven Customer/Guest service and communication skills.
• Ability to speak a second language (German, French, Dutch, Mandarin, or Cantonese preferred).
• Strong attention to detail, problem-solving, and objection handling.
• Experience in call centers, hospitality, or travel and tourism is an asset.
• Strong computer skills and accurate data entry.
• Self-directed, motivated, proactive, and accountable.
• Ability to sit for extended periods and work under pressure.
• Flexible with strong interpersonal skills for a diverse environment.
• Adaptable and able to multitask.
• Demonstrates a “Can-Do” mentality.
• Sensitive, tactful, diplomatic, and professional at all times.
• Strong work ethic and positive team attitude.
• Logical thinking and math skills.
• Ability to remain calm and friendly under pressure.
• Valid driver’s license and reliable vehicle 

Working Conditions:

• Shift work, including weekends and statutory holidays.
• Overtime may be available during peak periods.
• Physically and mentally demanding with repetitive tasks and long periods of sitting.
• Manual dexterity required for computer operation.
• Noisy environment at times.
• Fast-paced environment.

Working Conditions:

• Shift work, including weekends and statutory holidays.
• Overtime may be available during peak periods.
• Physically and mentally demanding with repetitive tasks and long periods of sitting.
• Manual dexterity required for computer operation.
• Noisy environment at times.
• Fast-paced environment.

Disclaimer

This job description provides a summary of the typical functions of this role and is not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. Additional responsibilities, tasks, and duties may be required that differ from those outlined in this description.

We remain an inclusive and equal opportunity employer committed to providing accommodation for all applicants upon request at any stage of the selection process. 

for all applicants upon request at any stage of the selection process.

If you like the sound of all of this, are ready for a challenging yet rewarding role within a supportive team, and believe you possess the required skills and experiences, then please apply