Parks Reservations & Retail Specialist

Role Responsibilities

Do you have experience managing camping reservation solutions? We are looking for an individual with an understanding of Park operations, sales and customer service, online applications and their maintenance. If so, join Alberta Parks!

Alberta Parks supports visitor experience through public information (including safety information), trip planning, and sells a full suite of products and services online, in-person and over the phone. The purpose of this role is to coordinate and support the daily operations of the reservation system, ensuring efficient management of Alberta Parks' reservation & retail services. As a Parks Reservations & Retail Specialist, you will assist staff in utilizing the reservation platform to deliver a seamless experience for visitors while contributing to Alberta Parks' mission to inspire people to discover, value, protect, and enjoy the natural world for current and future generations.

Shop.AlbertaParks.ca is the online reservation system for Alberta Parks, overseeing the booking of more than 9,000 campsites, 160 group camping areas, 90 comfort camping units, 17 backcountry campgrounds as well as passes, day use, equipment rentals and programs.

The Reservations & Retail Specialist, reporting to the Team Lead of Reservations & Retail Services, is responsible for the daily coordination and operation of the reservation and retail system. This position will work directly with the IT vendor for the reservation solution, technology staff (Service Alberta, AlbertaParks.ca, TD merchant services, etc.), Call Centre staff, Alberta Parks staff (Visitor Experience team, Finance team, field staff), and Alberta Parks' Partners and Facility Operators to provide creative solutions for reservation & retail services.

Key duties include: 

• Managing data updates and verification for the reservation platform --such as amenities, availability statuses, fees, photos, and maps --and working directly with Call Centre staff to ensure accurate customer information and support.
• Responding to public inquiries via email and phone, processing refunds that meet the guidelines.
• Providing training to Park staff across the province on system functionalities, business rules, and relevant Parks regulations and policies.
• Utilize system data to generate detailed analytical reports, supports ongoing system evaluation and improvements, and help ensure the delivery of modern, effective reservation and retail services for Alberta Parks.
  

Role Responsibilities (Cont'd)

Key Responsibilities
 
 1. Communications and Coordination

• Communicate program updates to stakeholders through various channels (email, newsletters, web content, presentations), being aware of audience and delivery methods.
• Respond to public inquiries (eg. Contact us emails, Call Centre calls), complaints, and Minister's office requests via email, written templates or via phone. Collaborate with the public, Call Centre agents, and Parks field staff to resolve issues and ensure customer satisfaction.
• Review, approve/deny, and process refunds according to established guidelines.
• Manage expansion of services and functionality, ensuring timely implementation, impact assessment, and delivery.

 
2. Data Collection and Verification

• Collaborate with field staff and operators to collect, verify, and update data within the reservation system.
• Collect, maintain and verify information for over 10,000 campsites, 170 group camping areas, 94 comfort units, 17 backcountry campgrounds, and additional products such as tours, passes, and day-use facilities.
• Review all requests and updates to ensure accurate, concise and appropriate for all communication channels while ensuring standards are met. Collaborate to ensure completeness and accuracy of information across all platforms, including Albertaparks.ca.
• Escalate requests that do not follow defined business practices or guidelines.

 3. Reservation IT System and Troubleshooting

• Conduct User Acceptance Testing (UAT) and Regression Testing for new developments and bug fixes, ensuring quality and adherence to deadlines.
• Log and track IT issues with vendors, scheduling updates and improvements.
• Propose and collaborate on system enhancements to improve administrative and user experience.
• Manage system security and user accounts, including setup and archival of over 150 seasonal accounts annually.

4. Training and Coaching

• Develop and deliver a comprehensive training program for Train-the-Trainer staff and Facility Operators to ensure effective seasonal operation of the reservation system.
• Train and coach Call Centre agents, monitor calls, review scripts, and provide feedback.
• Offer system guidance and troubleshooting to staff, including setup procedures, business rules, and best practices.

 5. Analytics and Program Evaluation

• Analyze and interpret reservation system data to report on occupancy, visitation patterns, and financial/operational trends.
• Evaluate program performance, identify issues, and recommend long-term improvements based on key metrics and insights.

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

Agility: 

• Proactively incorporates change into processes
• Creates opportunities for improvement
• Is aware of and adapts to changing priorities
• Remains objective under pressure and supports others to manage their emotions
• Proactively explains impact of change on roles, and integrates change in existing work
• Readily adapts plans and practices

Systems Thinking: 

• Takes a long-term view towards organization’s objectives and how to achieve them
• Takes holistic long-term view of challenges and opportunities
• Anticipates outcomes and potential impacts, seeks stakeholder perspectives
• Works towards actions and plans aligned with APS values
• Works with others to identify areas for collaboration

APS Competencies (Cont'd)

Develops Networks:

• Makes working with a wide range of parties an imperative
• Creates impactful relationships with the right people
• Ensures needs of varying groups are represented
• Goes beyond to meet stakeholder needs
• Ensures all needs are heard and understood

Drive for Results:

• Works to remove barriers to outcomes, sticking to principles
• Forecasts and proactively addresses project challenges
• Removes barriers to collaboration and achievement of outcomes
• Upholds principles and confronts problems directly
• Considers complex factors and aligns solutions with broader organization mission
  

Qualifications

University graduation in a related field like like Information Systems, Data Management, Public Relations or Recreation Administration plus 2 years progressively responsible related experience in areas such as reservation system administration, data management, customer service, visitor experience operations, or program coordination.

Equivalencies will be considered.

Equivalency: Directly related education or experience considered on the basis of: 

• 1 year of education for 1 year of experience; or 
• 1 year of experience for 1 year education.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.

Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Requirements:

• Strong communication and interpersonal skills, including experience working with diverse stakeholder groups.
• Demonstrated experience in public relations or customer service, particularly in handling inquiries, complaints, or refund processes.
• Demonstrated ability to work independently, manage competing priorities, and meet strict operational deadlines.
• Experience in project management, process improvement, and facilitating decision-making.
• Ability to manage complaints, emergencies, and high-pressure situations using sound judgment.
• Experience in training facilitation.
• High level of computer literacy, including Microsoft Office Suite (Word, Excel, SharePoint) and reservation or booking software applications.

Assets:

• Experience with park or campground operations, reservation systems, or registration workflows.
• Experience with call centre environments including call monitoring, script development, and quality assurance.
• Ability to troubleshoot point-of-sale (POS) equipment, software, or connectivity issues in an operational setting.
• Experience designing or delivering training programs, workshops, or staff coaching related to system use or operational procedures.
• Strong analytical skills, including the ability to interpret reservation data, occupancy trends, visitation patterns, or financial insights to support program evaluation.

Notes

This position is a full-time permanent opportunity. This position works Monday to Friday, 8:15 AM-4:30 PM, 36.25 hours a week.

In your application, please a include cover page detailing your interest, and role related experience. In your resume include dates (including months and years) associated with all education and work experience. Also, please indicate whether your work experience is casual, part-time, or full-time. For example, January 15, 2006 - June 25, 2009: Assistant (PT three 8 hrs. shifts/week).

This position will require final candidates to undergo a security clearance.

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

Links and information on what the GoA has to offer to prospective employees:

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance.
• Leadership and mentorship programs.

About Your Work Environment: This position is based out of the Alberta Parks office in Edmonton at Oxbridge Place.

Other Considerations: 

• A driver’s license is required.
• Candidate must be willing to travel up to 2 times per year.
• Candidate must be willing to work a flexible schedule when necessary.