Reservations & Customer Service Officer

Microflite Pty; Melbourne; On-site; AUD 70,000 - 75,000; Full time

Benefits offered by this job

Familiarisation flights

Discounted flights

Career progression

Employee wellbeing program

Job summary

Microflite Pty is seeking an experienced Reservations & Customer Service Officer for our Luxury Helicopter & Aviation operations in Melbourne. You will manage enquiries, prepare quotes, and convert inquiries into confirmed bookings at Batman Park heliport with occasional travel to Moorabbin for training and team days.

You’ll coordinate with Flight Operations, handle payments and amendments, and ensure a premium guest experience from initial enquiry to travel day.

Qualifications

• Experience managing bookings from initial enquiry through to confirmation and amendments, ideally within travel or aviation.
• Exceptional customer service standards with ability to build rapport and anticipate needs.
• Confident phone manner and professional written communication; able to suggest alternatives to meet customer needs.

Responsibilities

• Manage phone, email and online enquiries, recommending scenic flights, tours and charters.
• Prepare accurate quotes and convert enquiries into bookings.
• Process reservations, payments, gift vouchers and passenger details in the booking system.
• Manage amendments, cancellations and reschedules, keeping guests informed.
• Coordinate with Flight Operations to confirm aircraft and pilot availability.
• Coordinate special requests with transport, accommodation and catering partners.
• Prepare passenger manifests and booking information for pilots and teams.
• Welcome and check in guests on flight days; ensure Batman Park lounge presentation is premium.
• Contribute ideas to improve service and booking processes.

Skills

Bookings management

Customer service

Phone etiquette

Attention to detail

Organisational skills

Booking systems

MS Office

Problem solving

Tools

Booking system

Microsoft Office

Job description

Reservations & Customer Service Officer Luxury Helicopter & Aviation

Location: Batman Park heliport, Melbourne CBD (with occasional travel to our Moorabbin Airport head office for training and team days)

Position: Full-time permanent

Remuneration: $70,000 to $75,000 + Superannuation

Turn an enquiry into the flight someone remembers!

A proposal planned over the bay at sunset. A corporate team that needs to be in Mildura by 9am. A family booking a winery flight for Mum's 70th.

Every one of them starts with a phone call or an email, and the person who answers it.

We're looking for an experienced reservations or travel professional who combines a talent for managing bookings with exceptional customer service. If you enjoy helping customers choose the right experience and managing every detail from the first enquiry to the day of travel, we'd love to hear from you.

About the role

Reservations are at the heart of this role. Most of your day will involve managing phone and email enquiries, understanding customer needs, recommending suitable experiences, preparing quotes and converting enquiries into confirmed bookings. You'll take ownership of each reservation, managing payments, amendments and reschedules while delivering attentive, professional service at every stage.

Behind every booking sits an aircraft, a pilot and a schedule, so you'll work closely with Flight Operations to make sure what we sell is something we can deliver. You'll be based at our Batman Park heliport on the edge of the CBD, so you'll also be the face our guests meet on flight days - welcoming them, checking them in and making sure our lounge looks the part. From time to time, you'll head out to our Moorabbin Airport head office for training and team days.

You'll be part of the team behind our scenic flights, tours, winery experiences and private charters, and our Reservations team is growing alongside our tourism business in Victoria and Tasmania.

What you'll do

• Manage phone, email and online enquiries, recommending suitable scenic flights, tours and private charters.
• Prepare accurate quotes, follow up enquiries and convert interest into confirmed bookings.
• Process reservations, payments, gift vouchers and passenger details in our booking system.
• Manage amendments, cancellations and reschedules, keeping guests informed throughout.
• Liaise with Flight Operations to confirm aircraft and pilot availability and communicate booking requirements.
• Coordinate special requests, dietary requirements and arrangements with transport, accommodation and catering partners.
• Prepare passenger manifests and booking information for pilots and operational teams.
• Welcome and check in guests on flight days, ensuring our Batman Park lounge is presented to a premium standard.
• Resolve customer concerns professionally and contribute ideas to improve our service and booking processes

What you'll bring

Essential

• Availability to work a roster that includes weekends and public holidays.
• Demonstrated experience managing bookings from initial enquiry through to confirmation and amendments, ideally within a travel agency, airline reservations team, tour operator or similar environment.
• Exceptional customer service standards, with the ability to build rapport, anticipate needs and deliver attentive, professional service.
• A confident phone manner and professional written communication, with the ability to think creatively and suggest alternative options that meet customer needs and turn enquiries into bookings.
• Strong attention to detail and organisational skills, with the ability to prioritise competing requests in a busy environment.
• Experience using booking or reservations systems, proficiency in Microsoft Office and confidence learning new platforms.
• A calm, practical and solutions focused approach when plans change.
• Australian citizenship or permanent residency.

Highly desirable

• Experience arranging tailored itineraries, tours or premium travel experiences.
• Familiarity with aviation or charter reservations.
• A genuine interest in aviation and tourism.

What we offer

Get in the air - properly.

Familiarisation flights, so you know our products from the passenger seat and not just the booking screen. Discounted flights to enjoy with family and friends. And seats on empty leg flights to and from the city when they come up.

One of Melbourne's best addresses.

Our Batman Park heliport sits on the Yarra on the edge of the CBD - helicopters outside the window, the city on your doorstep.

Work that visibly matters.

Working with a close-knit team, your contribution won't get lost in a crowd - you'll see its impact and be recognised for it.

Genuine progression.

Internal training and development, and real opportunity to advance as we grow. Our current Director of Engagement & Communications started at our reception desk.

A team that looks after each other.

A confidential Employee Assistance Program, and a leadership team that treats wellbeing and work-life balance as more than a line in an ad.

A company investing in the future.

We're pioneering sustainable aviation practices and exploring advanced air mobility. There's a lot still to build here.

Why Microflite?

Microflite Aviation is part of the Microflite Group. From our Moorabbin Airport head office and our Batman Park heliport in the heart of Melbourne, we deliver scenic flights, winery and tourism experiences, corporate transfers and private charter, alongside specialist aerial services for government and industry.

Our guests trust us with important business movements, special celebrations and once in a lifetime experiences. That means our standard of service matters. We look for people who take pride in getting the details right, who genuinely care about others and who understand that the experience starts long before take-off. There is nothing average about Microflite.

About Microflite Group

Proudly 100% Australian owned and operated, Microflite Group has grown from a single aircraft charter operation in 2005 into a national aviation group. Its four businesses employ more than 175 people and operate a fleet of more than 30 aircraft from bases across Victoria, Tasmania, Queensland, Western Australia and the Northern Territory.

Guided by its vision to set the benchmark for excellence in aviation, Microflite Group continues to invest in modern aircraft, its people and infrastructure to grow its services across Australia.

Applications close on 15 November 2026.

Microflite Group is an equal opportunity employer committed to a diverse and inclusive workplace. We welcome applications from people of all backgrounds and offer reasonable adjustments throughout the recruitment process to support candidates' individual needs.