Reservations Director - Australia

Collette Travel Service, Inc.; Australia; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Birthday off paid

Volunteer Time Paid hours

Family support: parental leave & berea

Peloton app membership

Job summary

Collette Travel Service, Inc. seeks a Reservations Director – Australia to lead the Australian Reservations team from our Sydney office on a hybrid basis.

The role focuses on coaching, directing, and developing the team to deliver exceptional client and travel advisor service while driving booking conversion and revenue. Reporting to the Managing Director – Australia, you will set operating rhythms, commercial priorities, and quality expectations, while collaborating with global teams to align

Qualifications

• Senior leadership experience in reservations or contact centre leadership.
• Strong data interpretation and performance management skills.
• Excellent communication and stakeholder management across sales, marketing, product, operations and leadership.
• Proven ability to coach frontline teams to improve conversion, service quality and revenue outcomes.
• Willingness to travel and represent Collette across Australia and globally.

Responsibilities

• Lead and develop the Australian Reservations team to achieve high service standards and strong conversion.
• Set daily priorities, performance standards and operating rhythms aligned to revenue growth.
• Coach consultants on consultative selling, objections handling, and urgency creation.
• Use data on calls, enquiries, bookings and feedback to identify and remove barriers to bookings.
• Provide insights and market intelligence to inform wider business decisions.
• Collaborate with sales, BD, and global teams to support advisors and increase bookings.
• Oversee consistent service delivery across the reservations function and documentation alignment.
• Lead workforce planning, training priorities, and resource allocation for demand and priorities.
• Develop reporting dashboards highlighting conversion trends, service levels and revenue opportunities.
• Foster a positive, accountable, high-performance team culture with clear communication.
• Ensure Australian requirements and market nuances are reflected in reservations practices.
• Champion Collette values and premium travel experiences in all interactions.
• Lead or contribute to projects that improve processes, systems usage, and customer experience.
• Responsibilities may evolve with organisational needs.

Skills

Senior leadership

Reservations

Call centre ops

Data interpretation

Stakeholder mgmt

Communication

Team coaching

Process improvement

AI awareness

Job description

Collette is seeking a Reservations Director – Australia to join pour Australia team. This is a hybrid role based at our Sydney Office.

About Collette: Let Us Show You the World

There has never been a better time to be in the travel industry. See the world, connect with others, and experience the immersive benefits of one of the trendiest industries when you join the Collette team! As the longest-running tour operator in North America, our family-owned business leads the industry in innovation and expertise. Collette’s passionate team works hard to fulfill travel dreams and is always looking for talent that will help to shape the company’s future. Being part of the Collette team means having a willingness to grow, a desire to learn and ask questions, and a zest for seeing the world. From giving back to local communities to creating incredible experiences for a world of travelers and being part of a value-oriented team that cares for one another – Collette is all about the people. So, what are you waiting for? Your journey starts here.

Job Summary:

Reporting to the Managing Director – Australia, the Reservations Director - Australia is a senior leadership role responsible for coaching, directing, and developing the Australian Reservations team to deliver exceptional client and travel advisor service while increasing booking conversion and revenue contribution. The role sets the operating rhythm, commercial priorities, quality expectations, and consultative selling behaviours for the team, ensuring enquiries are handled with confidence, consistency, urgency, and care.

Working closely with the wider Australian leadership team, the Reservations Director provides insights, intelligence, and recommendations drawn from enquiry trends, call outcomes, booking patterns, conversion performance, customer feedback, and market opportunities. This role helps identify where Collette Australia can improve sales impact, strengthen agent and client experience, and convert more demand into revenue.

The Reservations Director will demonstrate a strong ability to build collaborative relationships across all levels of the organisation both locally and globally. They will be recognised for leading change initiatives, improving operational efficiencies and open to external engagements to represent the Collette brand.

Primary Functions:

• Lead, coach, and direct the Australian Reservations team to achieve high standards of service, selling effectiveness, enquiry handling, and booking conversion.
• Set clear team expectations, daily priorities, performance standards, and operating rhythms that support revenue growth and the Australian business plan.
• Coach Consultants on consultative selling, objection handling, product confidence, urgency creation, and conversion techniques.
• Use call, enquiry, booking, conversion, and customer feedback data to identify opportunities to improve performance, remove barriers, and increase Australian revenue impact.
• Provide regular insights and market intelligence to the wider Australian team, including sales, marketing, product, operations, and leadership, to help shape actions that improve conversion and client experience.
• Partner with sales and business development teams to identify agent needs, booking trends, missed opportunities, high-potential accounts, and practical ways to support advisors to complete more bookings.
• Oversee consistent service delivery across the reservations function, including enquiry follow-up, quote management, booking accuracy, documentation alignment, escalation management, and customer care standards.
• Lead workforce planning, capacity management, training priorities, and resource allocation to ensure the team is positioned to respond effectively to enquiry demand and commercial priorities.
• Develop reporting and performance dashboards that highlight conversion trends, service levels, productivity, enquiry sources, team capability gaps, and revenue opportunities.
• Build a positive, accountable, and high-performance team culture through recognition, feedback, coaching, development planning, and clear communication.
• Collaborate with Client Care leadership and relevant global teams to ensure Australian requirements, market nuances, and commercial priorities are understood and reflected in reservations practices.
• Champion Collette values and the customer promise by ensuring every interaction supports trust, confidence, and a premium small group touring experience.
• Lead or contribute to projects that improve process efficiency, sales enablement, systems usage, customer experience, or revenue outcomes.
• Responsibilities may evolve based on organisational needs.

Knowledge & Skills:

• Senior leadership experience in reservations, contact centre, travel sales, customer service, or a comparable commercial operations environment.
• Strong understanding of call centre operations, service architecture, sales process discipline, and performance management principles.
• Demonstrated ability to coach frontline teams to improve conversion, confidence, service quality, and commercial outcomes.
• Commercially astute, with the ability to interpret data, identify trends, and translate insights into practical recommendations for the wider business.
• Excellent communication and stakeholder management skills, with the confidence to influence across sales, marketing, product, operations, and leadership teams.
• Strong judgement, decision-making capability, and ability to balance customer experience, team capability, and revenue priorities.
• Ability to energise, motivate, and develop others while maintaining accountability for service standards and results.
• Process-driven and detail-oriented, with a continuous improvement mindset and ability to simplify complexity for the team.
• Strong knowledge of systems, scripts, booking processes, customer journeys, users/customers, and travel advisor expectations.
• Proficiency with Microsoft Office applications and confidence using reporting, call, CRM, or reservations systems to monitor performance and opportunities.
• Embraces a mindset of curiosity and continuous learning, actively exploring and leveraging AI and other emerging technologies to improve processes, elevate content, and drive efficiency across the organization.
• The Reservation Director is open and willing to travel.

Why Collette?

• Opportunity to represent a genuinely premium, purpose‑led travel brand.
• Supportive, family‑owned culture with a strong focus on learning and development.
• A chance to help shape Collette’s continued growth and leadership in Australia.

What We Offer:

• Your birthday off paid.
• Volunteer Time: Paid hours to give back to causes you care about
• Family Support: Paid parental leave, paid bereavement leave and access to our Employee Assistance Program
• Free Peloton App One Membership