Reservations and Retail Sales Officer

About the role

Exmouth Dive & Whalesharks Ningaloo, an experiential tourism business run by Journey Beyond, offers marine experiences on the Ningaloo Reef in Exmouth, Western Australia, including guided wildlife cruises, snorkelling and scuba diving, and licensed whale shark and humpback whale encounters. As Reservations and Retail Sales Officer, you will manage guest enquiries, bookings and payments and support day-to-day retail operations in the shop front, working front-line with accurate, timely communication and excellent customer service.

Key responsibilities

• Manage guest expectations from first contact and give accurate information on tours, packages, pricing, availability and company policies
• Process customer information, payments, confirmations and booking changes accurately and efficiently using booking systems such as CustomLinc, Rezdy and POS terminals
• Liaise with the Marine Operations Supervisor and vessel crew to confirm guest numbers, transfers and special requirements
• Prepare and distribute daily manifests with correct guest details, dietary needs and pickup locations
• Respond promptly and knowledgeably to guest and agent enquiries
• Promote merchandise, dive gear and ancillary services in the retail space
• Assist with data entry, reporting and record keeping for reservations, retail and sales
• Act as point of contact for guest feedback or reviews and handle complaints when the Supervisor is absent
• Support training and onboarding of new team members and report hazards and incidents to promote safety

Required profile

• Experience in reservations, retail, tourism or hospitality (required)
• Strong communication skills, attention to detail and empathy with customers
• Professionalism, commitment to safety and a team-oriented 'can-do' attitude
• PADI Dive Master qualification or certified diver (required or willingness to obtain)
• Knowledge of marine tourism or the Ningaloo Coast region (desirable)

Required skills

• Familiarity with booking systems (Rezdy, CustomLinc, FareHarbor or equivalent) and POS software (desirable)
• Computer proficiency, including MS Office and email management
• Current First Aid and CPR certification (desirable)

What we offer

• Salary of AUD 70,200 to 80,000
• Discounts on Journey Beyond travel, experiences and merchandise
• Study assistance policy, parental leave and purchased leave
• Career progression, transfers and secondments, employee referral policy
• Private health discounts and Employee Assistance Program
• Salary sacrifice remote area benefits