Customer Service & Reservations Specialist

Overview

Kiwi Collection is looking for a Customer Service & Reservations Specialist to join our Reservations team. This role is ideal for someone who loves luxury travel, enjoys helping people, and takes pride in delivering thoughtful, detail-oriented service. You’ll support our direct Kiwi Collection clients as well as cardholders and concierge teams from our global financial institution partners, ensuring every interaction reflects the high standards of a luxury travel brand.

This is a remote position, with the option to work from our downtown Vancouver office.

• Deliver exceptional customer service by phone, email, and chat
• Handle reservation inquiries including availability, pricing, benefits, and special requests
• Act as a liaison between clients, concierge teams, and hotel partners worldwide
• Take ownership of customer requests, follow through on issues, and provide timely resolutions
• Support concierge offices globally with backend assistance and booking support
• Ensure all reservations are accurate, complete, and quality-checked before arrival
• Communicate special requests clearly to hotel partners
• Assist with changes, cancellations, and issue resolution in a calm, professional manner
• Support sales by preparing quotes and guiding clients through the booking process
• Consistently uphold Kiwi Collection’s luxury service standards

• 2–4 years of experience in a luxury hotel, luxury travel agency, or high-touch service role
• Reservations experience strongly preferred
• Excellent attention to detail and strong organizational skills
• Confident written and verbal communication skills
• Comfortable multitasking in a fast-paced, service-focused environment
• Ability to work independently and take ownership of tasks
• Experience selling or supporting luxury travel products is an asset
• Proficiency in English; additional languages are a plus
• Passion for travel and delivering standout customer experiences

• Full-time role (40 hours per week)
• Flexible shifts required, including evenings and weekends
• Remote, home-based position (Canada)
• Occasional in-person meetings or hotel visits may be required

• Why Join Kiwi Collection? Work with some of the world’s most exceptional luxury hotels
• Be part of a supportive, globally connected reservations team
• Gain exposure to premium travel programs and international partners
• Grow your career in luxury travel and hospitality