Reservations Consultant

About the role

Journey Beyond is Australia's leading experiential tourism group, operating 35 brands across Australia and New Zealand. This role supports the reservations function at Grand Pacific Tours, a New Zealand coach holiday specialist aimed at mature-age travellers. The consultant answers calls from travel agents and direct customers who want to book passengers on a Grand Pacific tour of New Zealand.

Key responsibilities

• Provide outstanding customer service across all prospective and current customer interactions.
• Convert enquiries into confirmed bookings through effective questioning, active listening, product matching and confident sales conversations.
• Promote relevant products and experiences through proactive upselling and cross-selling.
• Create, update and manage reservations, payments and customer information accurately across multiple systems.
• Maintain strong knowledge of products, destinations and the Journey Beyond experience to give accurate recommendations.
• Liaise with internal teams, suppliers and travel partners to confirm, amend and coordinate guest arrangements.
• Support revenue, service and KPI targets through accurate administration and guest service.

Required profile

• 2-3 years' experience in reservations, sales, travel, hotel front office or customer service.
• Demonstrated sales experience, with the ability to convert enquiries and achieve sales or revenue outcomes.
• A Diploma in Hospitality, Travel, Tourism, Business or a related field (highly regarded).
• Organised, detail-oriented and able to balance priorities while delivering great service.

Required skills

• Strong communication and customer service skills, including effective questioning and active listening.
• Confidence recommending upgrades, packages and additional services through upselling and cross-selling.
• Accurate data entry and ability to follow established processes and procedures.
• Proficiency in Microsoft Word, Excel and Outlook.

What we offer

• An extensive onboarding and training program.
• Generous discounts on Journey Beyond travel and experiences, and on merchandise.
• Study Assistance Policy, Employee Referral Policy and Employee Assistance Program.
• Parental Leave program, Purchased Leave policy and private health discounts.
• Flexible working environment.