Luxury Reservations Specialist

Morris Escapes; Whitsunday Regional; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Travel discounts

Study assistance policy

Career progression

Parental Leave program

Private Health discounts

Employee Assistance Program

Discounts on merchandise

Discounts at Cruise Café & Bar

Discounts on bar on board vessels

Free public transport

Salary sacrifice remote area benefits

Job summary

Cruise Whitsundays is seeking a motivated Reservations Consultant to join our team full-time. You’ll be the first contact for guests, guiding them to dream experiences and bookings with enthusiasm.

Reporting to the Customer Service & Sales Manager, you’ll handle enquiries, manage multiple booking channels and ensure smooth operations while delivering memorable service across the Whitsundays.

Qualifications

• Excellent customer service and sales skills with a friendly approach.
• Confident using technology and various devices to handle customer interactions.
• Strong written and verbal communication abilities to inform and assist guests.
• Ability to multitask, stay calm under pressure, and focus on solutions.

Responsibilities

• Stay up to date with Cruise Whitsundays products, timetables and promotions.
• Accurately manage bookings via email, phone, web chat and direct sources.
• Process payments and perform end-of-day cash-ups.
• Check and finalise bookings while applying promotions and QA.
• Coordinate bookings with third-party providers.
• Follow Reservations Policies and Procedures.
• Collect and provide catering information and upsell merchandise.
• Prepare paperwork and manifests for operations the next day.
• Respond to guest feedback in line with Policies & Procedures.

Skills

Customer Service

Sales

Communication

Multitasking

Team Player

Attention to detail

Education

Certificate II in Tourism or Business Admin

Tools

CustomLinc

Job description

Reservations Consultant | Cruise Whitsundays

Be a part of sharing special places and shaping lasting memories with Australia’s leading experiential tourism business.

About Us

Cruise Whitsundays, based in Airlie Beach is the largest marine-based tour and transport provider in the Whitsundays. Providing close encounters with the Great Barrier Reef, Whitehaven Beach, and the islands of the Whitsundays, Cruise Whitsundays operates 10, well-equipped, air-conditioned vessels, plus a world-class sailing catamaran, offering a range of tours, as well as an inter-island resort connection service, with regular daily departures at two islands, one airport and two mainland ports.

Cruise Whitsundays also operates Australia’s first underwater accommodation, Reefsuites, and a Reefsleep glamping experience at the Reefworld pontoon, moored offshore at Hardy Reef on the Great Barrier Reef.

From our cruises and sailing adventures to our world-renowned underwater accommodation, there’s no better way to experience the Whitsundays, and you won’t find a friendlier or more experienced crew to work with. When the ocean is your office, every day is good one!

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 The Role

We’re on the lookout for a motivated and enthusiastic individual to join our team on a full-time basis as a Reservations Consultant.

As the first point of contact for our valued guests, you’ll play a crucial role in helping them discover and book their dream experiences. Reporting to the Customer Service & Sales Manager, you’ll assist with enquiries and make their journey with us unforgettable.

Key responsibilities will include:

• Stay up to date with all things Cruise Whitsundays – products, timetables, and promotions!
• Accurately manage bookings from email, phone, web chat, and direct sources using Custom Linc.
• Process payment bookings and wrap up end-of-day cash-ups correctly.
• Check and finalise QA bookings while applying promotions.
• Coordinate bookings with third-party providers with precision.
• Keep up to date with our Reservations Policies and Procedures.
• Collect and provide catering information
• Provide great service in the Retail Store and upsell our fabulous merchandise!
• Prepare the necessary paperwork and manifests for the next day’s operations.
• Respond to guest feedback in a friendly manner, following our Policies & Procedures.

About You

You are an enthusiastic and motivated individual with a strong focus on customer service and sales, ready to make a splash in our team! With a dynamic energy that exudes positivity, you genuinely enjoy your work and strive to create memorable experiences for our customers.

To be successful in this role you will be / have:

• Exceptional Customer Service Skills. You thrive on providing outstanding service, effortlessly converting enquiries into bookings through your wealth of knowledge and a friendly approach.
• Confident with technology and communication devices making you efficient in managing various customer interactions, ensuring a seamless experience.
• Excellent Communicator in both written and verbal communication skills, you excel in connecting with customers and supplying the information they need to make informed decisions.
• Multitask competing priorities, remaining calm under pressure, and always maintaining a solution-based mindset when tackling challenges.
• Team player with high energy and bring a positive attitude to your team, fostering a collaborative environment where everyone feels supported and motivated.
• Strong attention to detail ensures every task is carried out to the highest standard, contributing to our commitment to excellence.

Requirements

• Minimum 1 year’s Customer Service/Sales experience
• Certificate II in Tourism or Business Admin (desirable)
• Familiar with CustomLinc or similar reservation platform (desirable)
• Ability to work flexible hours including weekends, evenings and public holidays between the hours of 6:30 am to 7:15 pm

Benefits

• Generous discounts on Journey Beyond travel and experiences
• An attractive salary and positive work environment
• Study Assistance Policy
• A career with opportunities for progression, transfers, and secondments
• Employee Referral Policy
• Parental Leave program
• Purchased Leave policy
• Private Health discounts
• Employee Assistance Program
• Discounts on Journey Beyond merchandise
• Discounts at the Cruise Café & Bar
• Discounts at the bar on board vessels
• Free public transport
• Salary sacrifice remote area benefits