Job Title

Reservations Team Leader Abercrombie & Kent AustraliaAbercrombie & Kent is the world''s leading luxury travel business, pioneer of experiential luxury travel since 1962. The company specialises in private, tailormade and flexible smallgroup travel and holds a portfolio of cruise boats, luxury lodges, tented camps, hotels and allterrain vehicles.Role SummaryThe newly created Crystal Reservations Team Leader will oversee the Trade Reservations team and the Consumer Sales Team (when required), ensuring excellent customer service, efficient booking operations and achievement of departmental KPIs. The leader will support team performance, provide training and daily call coaching, and manage daytoday workflow within the Reservations Sales department.Key ResponsibilitiesSupervise daily operations of the reservations team, ensuring timely and accurate processing of bookings, inquiries and customer support.Motivate and lead a team of Reservations Consultants to meet or exceed sales targets, service levels and productivity goals.Handle escalated customer issues and complex reservations, providing resolution in a professional and efficient manner.Provide daily call coaching, livelistening sessions and performance reviews to support team development and continuous improvement.Monitor team performance using KPIs and prepare reports for senior management.Assist in workforce planning, including scheduling and shift coverage.Identify opportunities to improve systems, processes and customer satisfaction.Assist agents in selecting suitable cruise packages, itineraries and accommodations based on guests'' preferences and budget.Provide accurate information on cruise ship amenities, onboard activities, dining options, entertainment and shore excursions.Process reservation requests, bookings and payments efficiently and accurately.Coordinate special requests such as dietary preferences, mobility assistance, celebrations and group bookings.Respond promptly to inquiries via phone or email.Maintain accurate records of agent and guest information, reservations, payments and special requests.Prepare various reports, including booking lists, guest feedback and overdue balances.Collaborate with finance to reconcile payments, invoices and billing discrepancies.Coordinate with other departments (operations, marketing, sales) for seamless communication and workflow.Stay updated with cruise industry trends, ship itineraries, new services and promotions.Qualifications and ExperiencePrevious experience in a trade reservations role, preferably within the luxury travel or hospitality industry.Minimum 23 years of team leadership experience.Previous contact centre experience (essential).Excellent communication skills, both verbal and written, with the ability to actively listen to guest needs and provide clear information.Ability to work effectively in a fastpaced, deadlinedriven environment.Strong organisational skills and attention to detail.Previous call coaching experience.Proficiency in computer systems and reservations software.Why Work for A&KFlexible and inclusive workplace encouraging skill development and teamwork.Supportive environment that values pride in work and teamwork.Investment in staff through inhouse and external training opportunities.Global career progression opportunities.3 extra wellbeing leave days per year.Paid parental leave 18 weeks at full pay.Access to Employee Assistance Program (EAP).Work in the desirable CBD office location.Hybrid working model with workfromhome options.Monthly birthday celebrations and team activities.Staff discounts and travel benefits.Commitment to environmental stewardship and minimising ecofootprint.ApplySend your resume and a covering letter outlining your suitability. Candidates must hold valid Australian work rights at the time of application.EEO StatementAbercrombie & Kent is an equal opportunity employer, celebrating diversity and committed to an inclusive environment for all employees.#J-18808-Ljbffr