Reservations Manager

Journey Beyond; Adelaide; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible working environment

Study Assistance Policy

Employee Referral Policy

Parental Leave program

Purchased Leave policy

Employee Assistance Program

Discounts on Journey Beyond merch

Job summary

Journey Beyond is seeking an experienced Reservations Manager to lead a team of Team Leaders, Supervisors and Sales Consultants. You will optimise sales conversion, deliver exceptional service across all channels and drive commercial performance through coaching and performance management.

You will oversee enquiries, quotes, bookings and reservations while partnering with Revenue, Marketing and Operations to align campaigns with inventory and guest outcomes.

Qualifications

• Demonstrated leadership experience managing customer service or reservations teams.
• Strong coaching, mentoring and performance management capabilities.
• A proven ability to drive sales conversion and revenue growth.
• Experience analysing performance data and delivering operational improvements.
• Excellent communication, stakeholder engagement and conflict resolution skills.
• Experience working in a fast-paced service environment.
• Proficiency with reservation systems, CRM platforms and Microsoft Office applications.
• A collaborative and continuous improvement mindset.

Responsibilities

• Lead the Reservations team by setting clear goals, managing day-to-day performance, providing regular feedback and coaching, and conducting performance reviews.
• Oversee guest and agent enquiries, quotes and bookings across all channels, ensuring timely, accurate and helpful service.
• Monitor call volumes and service levels, and adjust staffing and priorities as demand changes.
• Ensure reservations and guest itineraries are accurate, suitable for the guest and supported by complete documentation.
• Improve sales conversion by coaching the team to understand guest needs and confidently recommend relevant products.
• Train new team members in company policies, systems and booking procedures, and maintain the team’s product knowledge, sales skills and guest service standards.
• Analyse and report on team and individual performance, including service levels and conversion.
• Oversee outbound pre-arrival calling activity, balancing it with inbound demand and service levels.
• Resolve booking issues and guest or agent escalations, involving other teams where needed.
• Attend Disruption Management Team meetings and coordinate actions during disruptions.
• Work with Revenue, Sales, Marketing, Product and Operations to align Reservations activity with campaigns and inventory.

Skills

Leadership experience

Coaching

Performance management

Sales conversion

Data analysis

Stakeholder engagement

Communication

CRM platforms

Microsoft Office

Tools

CRM platforms

Microsoft Office

Job description

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

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 You

You are an experienced leader with a passion for delivering exceptional customer experiences and driving commercial results. You thrive in a fast-paced environment, enjoy coaching and developing high-performing teams, and have a strong ability to balance operational excellence with sales performance.

With a background in reservations, travel, hospitality or customer service leadership, you bring strong communication, problem-solving and stakeholder management skills. You are data-driven, commercially minded, and continually look for opportunities to improve processes, increase productivity and enhance customer outcomes.

You will also have:

• Demonstrated leadership experience managing customer service or reservations teams
• Strong coaching, mentoring and performance management capabilities
• A proven ability to drive sales conversion and revenue growth
• Experience analysing performance data and delivering operational improvements
• Excellent communication, stakeholder engagement and conflict resolution skills
• Experience working in a fast-paced service environment
• Proficiency with reservation systems, CRM platforms and Microsoft Office applications
• A collaborative and continuous improvement mindset

About The Role

As Reservations Manager, you will lead a team of Team Leaders, Supervisors and Sales Consultants to deliver exceptional service, optimise sales conversion and achieve commercial performance targets. You will be responsible for driving a high-performance culture, improving operational efficiency and ensuring an outstanding guest experience across all reservations channels.

Key responsibilities will include

• Lead the Reservations team by setting clear goals, managing day-to-day performance, providing regular feedback and coaching, and conducting performance reviews.
• Oversee guest and agent enquiries, quotes and bookings across all channels, ensuring timely, accurate and helpful service.
• Monitor call volumes and service levels, and work with the Workforce Optimisation Manager to adjust staffing and priorities as demand changes.
• Ensure reservations and guest itineraries are accurate, suitable for the guest and supported by complete documentation. Help the team identify relevant opportunities across accommodation, touring, transfers, dining and experiences.
• Improve sales conversion by coaching the team to understand guest needs, follow up on enquiries, address objections and confidently recommend relevant products. Monitor results and act on opportunities within the team’s control.
• Train new team members in company policies, systems and booking procedures, and maintain the team’s product knowledge, sales skills and guest service standards.
• Analyse and report on team and individual performance, including service levels, booking accuracy, guest experience and conversion. Use the results to guide improvements and contribute to agreed commercial targets.
• Oversee agreed outbound pre‑arrival calling activity, balancing it with inbound demand and service levels.
• Resolve booking issues and guest or agent escalations, involving other teams where needed.
• Attend Disruption Management Team (DMT) meetings and coordinate Travel Centre actions and communications during disruptions, keeping relevant stakeholders informed.
• Work with Revenue, Sales, Marketing, Product and Operations to align Reservations activity with campaigns, inventory and operational changes, and improve the guest experience.

What We Offer

• Generous discounts on Journey Beyond travel and experiences
• Study Assistance Policy
• Employee Referral Policy
• Parental Leave program
• Purchased Leave policy
• Employee Assistance Program
• Discounts on Journey Beyond merchandise
• Flexible working environment

Successful candidates are required to provide a current National Police Clearance.

Your application will include the following questions:

• Do you reside and have current working rights in Australia?
• What is your salary expectation for this position?

Operate iconic tourism brands spanning the country. Head office in Adelaide, brands include: 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 & Journey Beyond Cruise Sydney; our tallest members, Melbourne Skydeck & Eureka 89; historic Vintage Rail Journeys; The Telegraph Station in Alice Springs; Monarto Safari Resort; Exmouth Dive & Whalesharks Ningaloo, NZ coach tour Grand Pacific Tours & Voyages Tourism Australia.

Operate iconic tourism brands spanning the country. Head office in Adelaide, brands include: 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 & Journey Beyond Cruise Sydney; our tallest members, Melbourne Skydeck & Eureka 89; historic Vintage Rail Journeys; The Telegraph Station in Alice Springs; Monarto Safari Resort; Exmouth Dive & Whalesharks Ningaloo, NZ coach tour Grand Pacific Tours & Voyages Tourism Australia.