Travel & Reservations Team Lead

Brisbane (also open to Sydney location)

Full Time: $75,000 - $85,000 plus superannuation

About The Business

Urban Rest is a fast-growing challenger in the serviced apartment and corporate housing space with properties across Australia, New Zealand, UK and Ireland. We are a technology enabled business disrupting a stagnant sector with a unique focus on traveller well-being and sustainability. We have experienced rapid growth, strong customer loyalty and success over the last five years since launch and are now going through a period of scaling the business in various locations across the country and now into Europe, offering the chance to join a growing business at a pivotal stage of growth.

About The Role

As the Travel & Reservations Team Lead you will be overseeing the Travel & Reservations team and providing leadership, support, and guidance to team members which will contribute to the overall success of the department and help foster a high-performing and motivated team environment. You and your team will assist clients with reservation requests and successfully convert these into bookings for Urban Rest properties whilst maintaining relationships with travel vendors. You occasionally will also help with arranging ancillary services such as private transfers, mid-stay cleans and meet & greet services.

Responsibilities

• Supervise a team of Travel Consultants, providing leadership, training, and performance feedback.
• Implement and maintain the standard processes (SOPs) for reservations within Urban Rest.
• Maintain the relevant booking systems and technology platforms and seek process changes to streamline the reservations process.
• Monitor and analyze booking data and reports, identifying trends, patterns, and opportunities for improvement.
• Use sales techniques to maintain a set conversion rate for bookings and optimise revenue generation.
• Actively assist the reservations team by responding to individual and group quote requests, generating quotes, working with travel partners, following up with clients and chasing invoices.
• Assisting the Global Reservations Manager to ensure team and individual KPIs are exceeded
• Listen to sales calls and review other communication between Travel Consultants and clients to identify improvement and coaching opportunities.
• Handle escalations for travel-related inquiries and issues, resolving conflicts, and providing exceptional customer service to clients
• Optimise inventory where appropriate in partnership with the Revenue & Distribution team.
• Work closely with the Sales and Account Management teams to optimise the booking process for corporate clients and travel partners
• Stay updated on travel industry trends, regulations, and best practices, implementing relevant changes to enhance the travel experience and operational efficiency
  
  

What We Look For

• Proven experience in travel management, reservations, or a similar role
• Proven experience in a leadership role, both in-person and hybrid locations.
• Very strong relationship skills; ability to manage different types of stakeholders and personalities
• Highly computer literate and motivated to adopt new and emerging technologies
• Someone that embraces change and challenges the status-quo for the betterment of their team and the organisation
• Strong communication and interpersonal skills, with a customer centric approach
• Problem solving skills; being able to find solutions to alleviate pain points for clients
• Flexible: being able to handle large volumes of emails and calls and prioritise appropriately
• Ability to adapt to changing priorities and work in a fast-paced environment
• Strong attention to detail
• Flexibility to work across weekends where required
  
  

Benefits And Perks

• Flexible hours and the option to work from home when business allows (min 3 days per week in the office)
• Discounted stays at Urban Rest properties (up to 10 days per year)
• A fantastic work culture that is fun, friendly, and collaborative
• Learn from disciplines across the whole business including finance, sales, and marketing, gaining a 360 understanding of running and growing a business
• As the company grows, this role will provide plenty of room for career growth and progression
• Dog friendly offices in Sydney, Brisbane and Melbourne close to public transport
  
  

Diversity & Inclusion

At Urban Rest, we extend our invitation to candidates from Indigenous, neurodiverse, disabled, international, and diverse cultural backgrounds. Our commitment to fostering an inclusive workplace ensures that all applicants receive the necessary support and accommodations throughout the recruitment and onboarding process. We encourage candidates from various backgrounds to apply, as we value diversity and believe in creating an environment where everyone can succeed. Please let us know if you require any additional adjustments or support to help you through this process so you can shine as the best version of yourself.

How To Apply

Please submit your application through the link on this website by including an up-to-date resume with relevant skills and experience alongside a cover letter addressing how you meet the criteria and your interest in the role.

If you want to learn more about our company please see our website - https://www.stayurbanrest.com

We look forward to hearing from you
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