Reservations Manager

About the company

Journey Beyond is Australia’s leading experiential tourism group, operating 20 brands across Australia and New Zealand. Based in Adelaide, the business connects travellers with remarkable places and memorable experiences through a broad portfolio that includes rail journeys, outback adventures, luxury lodges, cruises, seaplane experiences, skydeck attractions, historic rail travel, safari experiences, coach touring, and more.

About the role

The Reservations Manager will lead the reservations function day to day, making sure guests receive a smooth, accurate, and high-quality booking experience. The role is focused on improving revenue and occupancy through smart inventory control, while also building and supporting a strong team.

This position combines operational oversight, performance monitoring, forecasting, and cross-team collaboration. A customer-first approach, strong organisation, and a focus on accuracy and service excellence are essential.

What you'll do

• Lead the reservations team by setting goals, offering feedback and coaching, and carrying out performance reviews.
• Track call volumes and work with the Workforce Optimisation Manager to align staffing levels with demand and maintain service standards.
• Oversee guest enquiries and bookings, including responding to questions, preparing quotes, and completing reservations.
• Attend Disruption Management Team meetings and help coordinate communication and actions related to disruptions with the Travel Centre and other stakeholders.
• Make sure reservations are entered correctly and that all required supporting documents are complete.
• Identify and resolve problems that arise during the booking journey.
• Support onboarding by training new team members on company processes, policies, and industry best practices.
• Contribute to strategies that improve customer satisfaction and build guest loyalty.

About you

You should be an experienced and assured leader with a solid background in reservations, tourism, or hospitality. The role suits someone with excellent communication and planning skills, strong attention to detail, and the ability to handle multiple priorities without losing accuracy.

A commercial mindset and a sound grasp of revenue management are important, along with the ability to assess performance and spot ways to improve results. You should enjoy working in a busy environment, leading and developing people, and helping create a positive and collaborative team culture. A proactive, solutions-focused approach and a commitment to great service are key.

What’s offered

• Substantial discounts on Journey Beyond travel products and experiences
• Study support assistance
• Employee referral benefits
• Parental leave program
• Purchased leave policy
• Private health discount options
• Employee assistance program
• Discounts on Journey Beyond merchandise
• Flexible working environment

Additional requirements

Applicants who are successful in the process must be able to provide a current National Police Clearance.