Posted 2 days ago
Connection Centre Supervisor
@ Pomeroy Lodging LP
Calgary, Alberta
Overview
Pomeroy Lodging LP is hiring a full-time Connection Centre Supervisor at its downtown Calgary corporate office to lead daily operations for guest reservations and guidance across Yora Nordic Spa locations. The role covers scheduling, call monitoring, coaching Guides and monitoring service and conversion metrics. Work is office-based with flexible mornings, evenings, weekends and holidays required.
Responsibilities:
- Coordinate daily Connection Centre operations and Guide support
- Prepare employee schedules based on call volume and demand
- Monitor call queues, wait times and staffing each shift
- Coach Guides through call reviews and monthly one-on-ones
- Support recruitment, onboarding and training of new Guides
Requirements summary:
- Two to four years of progressive call centre or hospitality experience
- Supervisory, team-lead or coaching experience preferred
- Experience with scheduling and live call monitoring
- Experience with call-handling, CRM, reservation and workforce management systems
- Strong organization, communication and problem-solving skills
Tools & skills
Source and dates
Source type not verified · talentnest
- Employer posting date
- 2026-11-04
- First seen by our source
- 2026-11-05
- Source record updated
- 2026-11-06
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Experience | 2+ years |
| Manages people | Yes |
| Hours per week | 40 (estimated) |
| Schedule | day, evening, holidays, weekends |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Pomeroy Lodging LP
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Fiercely Invested in our Properties, People and Communities.
Full company description
At Pomeroy Lodging, we are invested in a diverse portfolio of Hotels, Resorts and Nordic Spas. Our investment goes beyond the walls of our properties and the land we build on. Through our skin-in-the-game philosophy, family-oriented culture, and significant support of the communities in which we operate, we are fiercely invested in our people, our guests, our stakeholders and our communities. Founded in 1994 and headquartered in Calgary and Grande Prairie, Alberta, Canada, we own and operate hotels under our proprietary brands and various well-known brands. Our full portfolio ranges from select service accommodations to upscale luxury resorts and wellness-inspired Nordic Spas. Our services include hospitality operations management, asset management, and real estate investment in the hospitality industry. We are Committed to Growth. As a vertically integrated developer, we leverage our vision and expertise throughout the construction process to ensure quality for our guests and team members. We are Committed to our Communities. We contributed back over $11 million to the communities we live in. We are Committed to our People. We believe in providing training and growth opportunities, and financial incentives to all employees in all roles. Recent new construction additions to our portfolio include Alyeska Nordic Spa in Girdwood, Alaska, set within the jaw-dropping scenery of the Chugach mountains on the grounds of Alyeska Resort. This unique spa experience invites you to enjoy the benefits of hydrotherapy as you take some time to disconnect- to reconnect. We are Fiercely Invested.
- LinkedIn followers
- 3,891
- People associated on LinkedIn
- 156
- Reported office locations
- 9820 - 100th Ave, Grande Prairie, AB T8V 0T8, CA
- 500 King St W, 357, Toronto, Ontario M5V 1L9, CA
- Other recorded names
- Pomeroy Lodging
- Specialties
- Hotels
- Hospitality
- Development
- Management
- Real Estate
- Travel and Toursim
- Leisure
- Resorts
- Full Service
- Limited Service
- Food & Beverage
- Meetings
- Conferences
- Lodging
- wellness
- and nordic spa
- Profile identifies a recruitment agency
- No
At Pomeroy Lodging, we are invested in a diverse portfolio of Hotels, Resorts and Nordic Spas. Our investment goes beyond the walls of our properties and the land we build on. Through our skin-in-the-game philosophy, family-oriented culture, and significant support of the communities in which we operate, we are fiercely invested in our people, our guests, our stakeholders and our communities. Founded in 1994 and…
| Field | Value |
|---|---|
| Industry | Hospitality |
| Company size | 1,001-5,000 employees |
| Headquarters | Grande Prairie, AB |
| Organization type | Partnership |
| Year founded | 2009 |
| Specialties | HotelsHospitalityDevelopmentManagementReal EstateTravel and ToursimLeisureResortsFull ServiceLimited Service |
| Open jobs on Jobsy | 51 |
| View page |
Connection Centre Supervisor — Yora Nordic Spa
Location: Pomeroy Lodging Corporate Office, Downtown Calgary, AB
Position Type: Full-Time | Office-Based
Lead the team behind a confident first impression.
At Yora, the guest journey often begins with a conversation. Before guests arrive, they turn to us for guidance, reassurance, and help choosing their experience. Our Connection Centre makes those first moments feel welcoming and effortless.
As our Connection Centre Supervisor, you’ll lead the daily operations that make this possible. Through thoughtful scheduling, hands-on support, and meaningful coaching, you’ll help our Guides deliver warm, knowledgeable service while keeping the team responsive, organized, and ready for each guest.
Based at the Pomeroy Lodging Corporate Office in downtown Calgary and reporting to the Connection Centre Manager, you’ll support a team serving guests across Yora Nordic Spa locations.
At Yora, our values are Simple, Inclusive, Natural, and Social. You’ll bring them to life through the way you lead your team and care for our guests.
What You’ll Do
Coordinate daily Connection Centre operations, ensuring Guides have the information, resources, and support to deliver exceptional service.
Prepare and maintain employee schedules based on anticipated call volumes and business demand.
Monitor call queues, wait times, and staffing throughout each shift, adjusting breaks and assignments to maintain responsive service.
Support Guides with complex inquiries, reservation concerns, and guest service recovery.
Conduct regular call reviews and provide practical, constructive coaching that strengthens communication, accuracy, and guest care.
Hold monthly one-on-one conversations focused on performance, development, and employee wellbeing.
Support recruitment, onboarding, and training, helping new Guides build confidence in Yora’s experiences and reservation systems.
Recognize strong performance and address performance gaps with clear expectations and timely follow-up.
Monitor service quality, productivity, reservation conversion, and schedule adherence, using operational data to guide improvements.
Coach Guides to turn qualified inquiries into reservations through thoughtful recommendations that meet guest needs.
Maintain accurate reservations, reporting, and follow-up processes while reinforcing privacy and payment security requirements.
Partner with spa teams to keep guest information consistent and resolve recurring booking or service concerns.
Oversee daily Connection Centre operations in the Manager’s absence.
What You’ll Bring
Two to four years of progressive experience in a call centre, reservations, hospitality, customer service, or a related service environment.
Previous supervisory, team-lead, or coaching experience is preferred.
A strong understanding of call centre operations, including service levels, call abandonment, productivity, quality assurance, and reservation conversion.
Experience with employee scheduling, live call monitoring, and adjusting staffing to meet demand.
The ability to coach others, communicate clear expectations, and support individual growth.
Confidence interpreting operational data and turning insights into practical action.
Experience using call-handling, customer relationship management, reservation, workforce management, and reporting systems.
Strong organization, communication, and problem-solving skills.
A calm, supportive, and decisive approach when priorities shift.
A genuine interest in hospitality, wellness, and creating exceptional guest experiences.
Your Work Environment
This is a full-time, office-based position at the Pomeroy Lodging Corporate Office in downtown Calgary. You’ll be actively involved in daily operations, supporting Guides, monitoring performance, and collaborating with spa teams.
The role involves extended computer and telephone use. Flexibility to work mornings, evenings, weekends, and holidays is required based on guest demand.
Help Your Team Create Confidence
Your planning helps guests reach us. Your coaching helps Guides succeed. Your leadership helps every conversation feel welcoming, informed, and reassuring.
If you enjoy developing people and bringing out the best in a busy service team, we’d love to hear from you. Apply today to join Yora as our Connection Centre Supervisor.
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