Reservations Consultant | Grand Pacific Tours

Journey Beyond; Victoria; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Onboarding and training

Travel discounts

Study assistance

Employee referral program

Parental leave

Purchased leave

Private health discounts

Employee assistance program

Merchandise discounts

Flexible working environment

Job summary

Journey Beyond is seeking a Reservations Consultant to answer incoming calls and manage Grand Pacific Tours bookings. You will convert enquiries into confirmed reservations, upsell upgrades, and coordinate guest arrangements across multiple systems.

The role requires 2–3 years in reservations or related fields, strong communication, and a professional diploma. Flexible working environment and staff travel discounts are offered.

Qualifications

• 2–3 years experience in reservations, sales, travel, hotel front office or customer service.
• Demonstrated sales experience, with the ability to convert enquiries and achieve sales or revenue outcomes.
• Strong communication and customer service skills, including effective questioning and active listening.
• Confidence recommending relevant upgrades, packages and additional services through upselling and cross-selling.
• Accurate data entry skills and the ability to follow established processes and procedures.
• Proficiency in Microsoft Word, Excel and Outlook.
• A Diploma in Hospitality, Travel, Tourism, Business or a related field (highly regarded).

Responsibilities

• Provide outstanding customer service across all prospective and current customer interactions.
• Convert enquiries into confirmed bookings through effective questioning, active listening, product matching and confident sales conversations.
• Promote relevant products and experiences through proactive upselling and cross-selling.
• Accurately create, update and manage reservations, payments and customer information across multiple systems.
• Maintain strong product, destination and Journey Beyond experience knowledge to provide accurate recommendations.
• Liaise with internal teams, suppliers and travel partners to confirm, amend and coordinate guest arrangements.
• Support achievement of revenue, service and KPI targets through accurate administration and guest service outcomes.

Skills

Customer service

Sales

Communication

Upselling

Data entry

MS Word

MS Excel

Outlook

Education

Diploma in Hospitality/Travel/Tourism/Business

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

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

About Journey Beyond

Journey Beyond is Australia's leading experiential tourism group, operating 35 brands across Australia and New Zealand that connect guests to the land and to each other. This role is engaged specifically to support the reservations function at Grand Pacific Tours. GRAND PACIFIC TOURS (GPT) is a New Zealand Coach Holiday specialist aimed at the mature age traveller.

About You

Turn your customer service and sales experience into the start of someone's next travel adventure. You enjoy building rapport, understanding what matters to each customer and helping them find the right experience. Organised and detail-oriented, you're confident navigating multiple systems and balancing priorities while delivering great service.

You will have:

• 2-3 years' experience in reservations, sales, travel, hotel front office or customer service.
• Demonstrated sales experience, with the ability to convert enquiries and achieve sales or revenue outcomes.
• Strong communication and customer service skills, including effective questioning and active listening.
• Confidence recommending relevant upgrades, packages and additional services through upselling and cross-selling.
• Accurate data entry skills and the ability to follow established processes and procedures.
• Proficiency in Microsoft Word, Excel and Outlook.
• A Diploma in Hospitality, Travel, Tourism, Business or a related field (highly regarded).

About The Role

The primary responsibility of the Reservations Consultant is to answer incoming calls relating to Travel Agent or direct customer requests wanting to book passengers on a Grand Pacific Tour of New Zealand.

Key responsibilities will include

• Provide outstanding customer service across all prospective and current customer interactions.
• Convert enquiries into confirmed bookings through effective questioning, active listening, product matching and confident sales conversations.
• Promote relevant products and experiences through proactive upselling and cross-selling.
• Accurately create, update and manage reservations, payments and customer information across multiple systems.
• Maintain strong product, destination and Journey Beyond experience knowledge to provide accurate recommendations.
• Liaise with internal teams, suppliers and travel partners to confirm, amend and coordinate guest arrangements.
• Support achievement of revenue, service and KPI targets through accurate administration and guest service outcomes.

What We Offer

• An extensive onboarding and training program
• 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