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Reservations Manager

Journey Beyond
Adelaide, AUS
Full-time
Mid
Hybrid
Discovered 3 weeks ago

Full Job Posting

About Journey Beyond

Australia’s leading experiential tourism group, Journey Beyond, is privileged to operate 20 brands spanning the country and New Zealand, connecting guests to the land, and to each other.

Headquartered in Adelaide, Journey Beyond formed in 2016 and now comprises tourism brands including: iconic trains The Ghan, Indian Pacific, Great Southern, The Overland; premium small-group outback operator Outback Spirit; eco-luxury lodge Sal Salis Ningaloo Reef; aquatic adventures Cruise Whitsundays, Rottnest Express, Sailaway Port Douglas, Horizontal Falls Seaplane Adventures, Darwin Harbour Cruises and Journey Beyond Cruise Sydney; our tallest members, Melbourne Skydeck and Eureka 89; the historic Vintage Rail Journeys; The Telegraph Station in Alice Springs; Monarto Safari Resort; Exmouth Dive & Whalesharks Ningaloo, New Zealand coach tour specialist Grand Pacific Tours, and Voyages Tourism Australia.

About You

You are an experienced leader with a passion for delivering exceptional customer experiences and driving commercial results. You thrive in a fast-paced environment, enjoy coaching and developing high-performing teams, and have a strong ability to balance operational excellence with sales performance.

With a background in reservations, travel, hospitality or customer service leadership, you bring strong communication, problem-solving and stakeholder management skills. You are data-driven, commercially minded, and continually look for opportunities to improve processes, increase productivity and enhance customer outcomes.

You will also have:

Demonstrated leadership experience managing customer service or reservations teams

Strong coaching, mentoring and performance management capabilities

A proven ability to drive sales conversion and revenue growth

Experience analysing performance data and delivering operational improvements

Excellent communication, stakeholder engagement and conflict resolution skills

Experience working in a fast-paced service environment

Proficiency with reservation systems, CRM platforms and Microsoft Office applications

A collaborative and continuous improvement mindset

About The Role

As Reservations Manager, you will lead a team of Team Leaders, Supervisors and Sales Consultants to deliver exceptional service, optimise sales conversion and achieve commercial performance targets. You will be responsible for driving a high-performance culture, improving operational efficiency and ensuring an outstanding guest experience across all reservations channels.

Key responsibilities will include

  • Lead the Reservations team by setting clear goals, managing day-to-day performance, providing regular feedback and coaching, and conducting performance reviews.
  • Oversee guest and agent enquiries, quotes and bookings across all channels, ensuring timely, accurate and helpful service.
  • Monitor call volumes and service levels, and work with the Workforce Optimisation Manager to adjust staffing and priorities as demand changes.
  • Ensure reservations and guest itineraries are accurate, suitable for the guest and supported by complete documentation. Help the team identify relevant opportunities across accommodation, touring, transfers, dining and experiences.
  • Improve sales conversion by coaching the team to understand guest needs, follow up on enquiries, address objections and confidently recommend relevant products. Monitor results and act on opportunities within the team’s control.
  • Train new team members in company policies, systems and booking procedures, and maintain the team’s product knowledge, sales skills and guest service standards.
  • Analyse and report on team and individual performance, including service levels, booking accuracy, guest experience and conversion. Use the results to guide improvements and contribute to agreed commercial targets.
  • Oversee agreed outbound pre-arrival calling activity, balancing it with inbound demand and service levels.
  • Resolve booking issues and guest or agent escalations, involving other teams where needed.
  • Attend Disruption Management Team (DMT) meetings and coordinate Travel Centre actions and communications during disruptions, keeping relevant stakeholders informed.
  • Work with Revenue, Sales, Marketing, Product and Operations to align Reservations activity with campaigns, inventory and operational changes, and improve the guest experience.

What We Offer

  • Generous discounts on Journey Beyond travel and experiences
  • Study Assistance Policy
  • Employee Referral Policy
  • Parental Leave program
  • Purchased Leave policy
  • Private Health discounts
  • Employee Assistance Program
  • Discounts on Journey Beyond merchandise
  • Flexible working environment

How to Apply

  • If you're a people-focused leader who can turn great service into strong commercial results, we'd love you to lead our Reservations team.
  • Apply now. Join us!
  • Successful candidates are required to provide a current National Police Clearance.

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