Team Leader - Cruise Reservations

Helloworld Travel Limited; Sydney; Sur place; AUD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Staff travel discounts

Cruise education opportunities

Career development

Team celebrations

Health insurance

Résumé du poste

Helloworld Travel Limited in Sydney is seeking a hands-on Team Leader – Cruise Reservations to lead a 5–10 person team. You will coach, support and stay close to the work from enquiry through to booking, guiding complex itineraries and maintaining a high standard of customer service.

You will work with cruise suppliers, resolve escalations, and build capability through active coaching and performance conversations to ensure exceptional cruise experiences for agents and customers.

Qualifications

• Essential cruise industry experience.
• Leadership experience in cruise reservations or similar.
• Strong knowledge of cruise bookings and itineraries.
• Ability to handle complex enquiries with solutions-focused advice.
• Collaborative leadership style and people development.
• Clear communication and relationship-building with partners and customers.

Responsabilités

• Lead, coach and support a team of 5–10 Cruise Reservations Consultants.
• Stay hands-on with complex cruise reservations, itineraries, transfers and enquiries.
• Provide guidance for bookings needing experienced input or tailored solutions.
• Support the team in working with cruise suppliers (Carnival, Royal Caribbean).
• Resolve issues and escalations from travel agents and franchise stores.
• Build capability through coaching, feedback and performance conversations.
• Collaborate with Operations Manager and GM to ready the team for peak season.

Connaissances

Leadership

Cruise bookings

GDS systems

Team coaching

Customer service

Outils

GDS platforms

Travel reservations platforms

Description du poste

Lead. Inspire. Deliver Exceptional Cruise Experiences.

Ready to Lead One of Australia's Most Passionate Cruise Teams?

At Helloworld Travel, we're more than a travel company. We're a team of passionate professionals helping travellers create unforgettable experiences around the globe.

With a presence across Australia, New Zealand, Fiji and Greece, Helloworld Travel supports an extensive network of travel agencies and industry partners. As one of Australia's leading travel organisations, we continue to evolve, innovate and grow.

Lead a specialist cruise team from the front

Bring your cruise experience and people leadership skills to Helloworld Travel’s Cruise team as our Team Leader – Cruise Reservations.

Based in our Sydney CBD head office, you’ll lead and support a team of 5–10 full-time Cruise Reservations Consultants. Reporting to the Operations Manager (Cruise), you’ll be the senior point of support for complex cruise enquiries and help the team deliver confident, customer-focused outcomes for travel agents, franchise teams and their customers.

This is a hands-on leadership role. You’ll remain close to the work while coaching the team, resolving escalations and helping consultants deliver great cruise experiences from enquiry through to booking. This is primarily an inbound reservations and support role, rather than an outbound sales role.

What you'll do:

Lead, coach and support a team of 5–10 Cruise Reservations Consultants.

Stay hands-on with complex cruise reservations, itineraries, transfers and customer enquiries.

Provide guidance when booking requirements need a more experienced view or a tailored solution.

Support the team as they work with cruise suppliers, including Carnival Cruise Line and Royal Caribbean.

Help resolve issues and escalations from travel agents, franchise stores and their customers.

Build capability through practical coaching, feedback, performance conversations and day-to-day support.

Work closely with the Operations Manager and GM of Cruise to support team performance and readiness for the upcoming peak season.

What you'll bring:

Previous experience in the cruise industry : essential.

Leadership experience in cruise reservations, travel, contact centre or a similar customer-focused environment.

Strong knowledge of cruise bookings, itineraries, suppliers and the detail involved in creating a smooth customer journey.

The confidence to handle complex enquiries and support consultants with practical, solutions-focused advice.

A collaborative leadership style and a genuine focus on developing people.

Clear communication, strong organisation and the ability to build trusted relationships with travel partners, suppliers and customers.

Experience with GDS systems and travel reservations platforms is highly regarded.

What's in it for you:

Staff travel discounts.

Cruise industry education opportunities and ship inspections.

Career development and progression opportunities.

Regular team celebrations and industry events.

Employee Assistance Program and discounted health insurance.

A supportive and inclusive team culture.

Work in Sydney CBD with access to a fully stocked kitchen, including breakfast and lunch options.

Other Considerations

Helloworld Travel is an equal employment opportunity employer and does not tolerate workplace discrimination, bullying or harassment. As a people leader, you will ensure that you uphold our values, demonstrate strong leadership, and foster an environment that values diversity and opportunity.

Please note the successful applicant will be required to undergo a police check as part of our recruitment process.

Why Helloworld Travel

Our people are at the heart of what we do. We’re committed to creating an environment where everyone feels valued, respected and empowered to succeed. Join a business that is passionate about travel, committed to excellence and focused on creating extraordinary experiences for customers, partners and people.

Helloworld Travel Limited is a travel-distribution company headquartered in Australia, providing international and domestic travel products and services to clients around the world.

Publicly listed on the Australian Stock Exchange (ASX:HLO), HLO is a global travel organisation with a diverse array of brands across three key pillars of business: Retail, Wholesale and Inbound.

Run by CEO and Managing Director Andrew Burnes together with an exceptional management team and highly accomplished board, HLO employs more than 700 staff in its corporate operations throughout Australia, New Zealand, Fiji, and Europe.

Helloworld Travel Limited is a travel-distribution company headquartered in Australia, providing international and domestic travel products and services to clients around the world.

Publicly listed on the Australian Stock Exchange (ASX:HLO), HLO is a global travel organisation with a diverse array of brands across three key pillars of business: Retail, Wholesale and Inbound.

Run by CEO and Managing Director Andrew Burnes together with an exceptional management team and highly accomplished board, HLO employs more than 700 staff in its corporate operations throughout Australia, New Zealand, Fiji, and Europe.

Helloworld Travel Limited is a travel-distribution company headquartered in Australia, providing international and domestic travel products and services to clients around the world.

Publicly listed on the Australian Stock Exchange (ASX:HLO), HLO is a global travel organisation with a diverse array of brands across three key pillars of business: Retail, Wholesale and Inbound.

Run by CEO and Managing Director Andrew Burnes together with an exceptional management team and highly accomplished board, HLO employs more than 700 staff in its corporate operations throughout Australia, New Zealand, Fiji, and Europe.