Reservations Director – Australia: Lead Premium Travel

Collette Travel Service, Inc.; Australia; Hybrid; 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 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