Reservations Manager: Lead Exceptional Service & Growth

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

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.