Reservations & Operations Team Lead (NZ)

Aotearoa New Zealand Association of Social Workers; Auckland; Hybrid; NZD 100,000 - 140,000; Full time

Benefits offered by this job

Wellbeing leave days

Parental leave

Employee Assistance Program

Hybrid work model

Job summary

Abercrombie & Kent in Auckland is seeking a Reservations & Operations Team Lead to unite and mentor the New Zealand-based Travel Specialists and Operations Specialists. The role blends people leadership with reservations and operations oversight to deliver exceptional service and profitable bookings.

You will work closely with Australia & New Zealand managers to maintain standards, develop talent, and drive sales, while creating deluxe itineraries and maintaining high client expectations across

Qualifications

• Experience in tourism, travel or inbound destination management; FIT, tailor-made and luxury travel ops valued.
• Proven ability to lead or supervise reservations/operations teams to meet targets.
• Collaborates effectively across multiple teams and locations.
• Coaches, develops and motivates team members.
• Excellent problem-solving and decision-making abilities.
• Handles multiple priorities in a fast-paced environment.
• Strong understanding of luxury travel operations and product research when needed.

Responsibilities

• Lead, coach and develop the New Zealand Reservations and Operations team.
• Partner with Reservations Manager and Support Managers to ensure consistent standards.
• Foster positive, collaborative, high-performing team culture with NZ leaders.
• Hold regular 1-on-1s, performance reviews and development discussions.
• Monitor team productivity, service standards and KPI achievement.
• Identify training needs and coach as required.
• Support recruitment, onboarding and retention of team members.
• Ensure reservations are processed accurately per SOPs.
• Prepare deluxe itineraries aligned with client high expectations.
• Actively sell to meet individual and team targets.
• Ensure operational processes, checklists and quality control are followed.
• Provide leadership and escalation support for complex bookings.
• Offer overflow help for on-ground issues when required.
• Participate in after-hours and emergency phone coverage on roster.

Skills

People leadership

Coaching

KPI tracking

Team collaboration

Problem solving

Multi-tasking

Product knowledge

Tools

Travel Studio

Amadeus

Microsoft Office

Job description

Reservations & Operations Team Lead (NZ)

Come and join one of the world's leading luxury travel brands

Abercrombie & Kent is the world’s leading luxury travel business and has been a pioneer of experiential luxury travel since 1962. Founded as a luxury safari company in Africa, A&K today employs more than 3,000 staff in over 70 offices in more than 83 countries. The company specialises in private, tailor-made and flexible small group travel to every corner of the globe and has a wholly owned portfolio of cruise boats, luxury lodges, tented camps, hotels, and all‑terrain vehicles. As part of its global commitment, Abercrombie & Kent is committed to responsible and ethical tourism and through A&K Philanthropy supports projects in the communities where its guests travel dedicated to positively impacting lives and livelihoods.

The role

Sitting within our DMC, this role is responsible for leading, developing and supporting the New Zealand based Travel Specialists and Operations Specialists to achieve sales targets, profitability targets and to deliver operational and service excellence. The role combines people leadership with reservations and operations skills and oversight. Working closely with Managers in Australia & New Zealand, this role will drive team performance, maintain operating standards and ensure the successful delivery of all bookings.

The role includes an element of creating, marketing, selling and delivering tailor made itineraries for travel within Australia and New Zealand and actively contribute to the achievement of the Inbound team’s sales targets. It requires a highly motivated leader who is passionate about coaching people, driving results in line with head office guidance and creating a positive and engaged team environment.

Key responsibilities include but are not limited to:

• Lead, coach and develop the New Zealand based Reservations and Operations team
• Partner with the Reservations Manager and Support Managers to ensure consistency of standards, processes and performance across the wider business
• Working with the NZ Country Manager and NZ Cruise Operations Manager to foster positive, collaborative, high performing team culture
• Conduct regular one‑on‑one meetings, performance reviews and development discussions with the NZ Reservations & Operations staff.
• Monitor team productivity, service standards and KPI achievement
• Identify training needs and implement coaching as required
• Support recruitment, onboarding (including process training) and retention of team members
• Ensure all reservations are processed accurately and in accordance with company SOPs
• Ability to prepare deluxe itineraries in line with A&K client high expectations.
• Actively and consistently sell to achieve individual and team sales and profitability targets
• Ensure all operational processes, checklists and quality control procedures are completed accurately
• Provide leadership, guidance and escalation support for complex bookings and operational issues
• Provide overflow assistance for the resolution of on‑ground issues where required
• Participate in the after‑hours and emergency phone coverage requirements on a roster basis
• Monitor service delivery outcomes and implement corrective actions where required

The successful applicant will have:

Knowledge & Experience:

• Experience within the tourism, travel or inbound destination management industry. Previous experience in FIT, tailor‑made and luxury travel operations will be well regarded
• Previous success in leading or supervising a reservations, operations or travel consulting team to achieve and exceed targets
• Proven ability to collaborate effectively across multiple teams and locations
• Proven ability to coach, develop and motivate team members
• Excellent problem-solving and decision‑making ability
• Experience managing multiple priorities in a fast‑paced environment
• Strong understanding of FIT, tailor‑made and luxury travel operations with ability to research product when required.

Computer Skills Required

• Proficient in Microsoft Office (Word, Excel, PowerPoint & Outlook)
• Experience in using an in‑house travel system (Travel Studio experience would be considered an advantage)
• Experience using a Global Distribution System (GDS) preferably Amadeus
• Committed to the highest level of customer service.
• Lateral thinking a must.
• High degree of attention to detail with highly developed time management skills
• Excellent communications skills – both written & verbal
• Team player is a must with an enthusiastic approach to the job.
• Willingness to take on challenges.
• Strong time management skills are essential.

Why work for A&K Travel Group?

• Our valued team of travel professionals across Australia and New Zealand each share a passion for making travel dreams a reality. These enthusiastic individuals come from diverse backgrounds and cultures.
• Flexible and inclusive workplace where staff are encouraged to expand their skill set, take on challenges and contribute positively to our collective team.
• Supportive environment that will make you proud to work for A&K Travel Group
• Investment in our staff with both in‑house and external training opportunities
• Opportunity to progress your career, not just in New Zealand but as part of our global business
• 3 extra Wellbeing leave days per year (in addition to your Annual and Personal Leave entitlements)
• Paid Parental leave – up to 18 weeks at full pay
• Employee Assistance Program (EAP)
• Opportunity to work from home as part of our hybrid working from home/office modelWork in the enviable Auckland CBD office location close to public transport
• Staff discounts and Travel Benefit program
• An organisation that is mindful of the environment, conscious of waste and seeks to minimise our eco‑footprint.
• We're also a company that makes a difference. Abercrombie & Kent Philanthropy (AKP) has proudly supported local communities around the world for the past 40 years.

If you meet the selection criteria and have appropriate work rights, we would love to hear from you.