Group Bookings Coordinator and Reservations

5 months ago

Perth, Australia SeaLink Western Australia Full time

**SeaLink Rottnest Island/Captain Cook Cruises WA/Swan Valley Tours**

is looking for a Professional and Customer Focused Group Bookings Coordinator and Reservations Supervisor to join our Reservations and Sales team.

**Have a background in tourism & hospitality?**

**Experience in a senior customer service role?**

**Enjoy leading an energetic team of professionals?**

**About Us**

SeaLink Rottnest Island/Captain Cook Cruises WA/Swan Valley Tours are part of the Kelsian Group - Australia’s largest integrated land and marine, tourism and public transport service provider with established international operations in London and Singapore.

Our SeaLink Rottnest Island service operates modern, environmentally friendly vessels daily from Victoria Quay Fremantle and Barrack Street Jetty Perth.

Captain Cook Cruises WA and Swan Valley Tours have been cruising the waterways of Perth for over 30 years. Since then, we have firmly established ourselves as Perth's premier river cruise and wine tour company with a strong reputation within the tourism industry. Located within the Barrack St Jetty precinct, we offer a range of cruise and tour options from Perth to Fremantle, and upstream into the Swan Valley wine region.

**About the Role**

The key focus of the Group Bookings Coordinator and Reservations Supervisor is to develop pricing, products, and processes to maximise group booking sales on SeaLink Rottnest Island; Captain Cook Cruises WA, and Swan Valley Tours.

**Key accountabilities include**:

- Supervise the daily general operations of the Reservations Team and ensure the Reservations Officer staff always maintain the highest standards of customer service in all customer interactions.
- Ensure that reservations are processed accurately in Quick Travel and assist Reservations Officer staff with any Quick Travel booking and product questions.
- Training of Reservations Office staff in all aspects of Reservations, including Quick Travel, Quick Connect, and product and sales training.
- Use initiative, discretion, and judgement to make decisions, when required, in the absence of the Reservations and Sales Manager, including, but not limited to, customer complaints and amendment of rostered staff hours, depending on operational needs.
- Maximise group booking sales for groups including school groups; corporate groups; travel agent groups; cruise line groups; wedding parties; special event groups; and any other group of 10 adults or more.
- Develop pricing for groups travelling to Rottnest Island, from both Fremantle and Perth, considering competitor pricing and revenue expectations.
- Work collaboratively with the Reservations Manager; Product Coordinator; Operations; Sales & Marketing; Functions & Events to develop products and procedures that promote groups sales across SeaLink Rottnest Island, Captain Cook Cruises WA, and Swan Valley Tours
- Uphold and be an example to other staff of the SeaLink COMPASS values program.

**About You**
- Demonstrated customer service experience, with proven ability to engage in positive conversations with customers, delivering efficient and friendly service.
- Highly proficient computer skills and able to learn new systems quickly.
- Strong SLRI, CCCWA, and SVT product knowledge
- Familiarity with OTA’s, Third Party Agents, and booking systems such as Rezdy
- Proficient in Quick Travel and support ticket procedures
- Strong verbal and written communication skills, with the ability to engage in positive conversations to establish customer needs efficiently and courteously
- Ability to work in a fast-paced, constantly changing environment
- Strong organization and planning skills
- Proven ability to handle difficult situations with customers
- Flexible with work hours
- Previous tourism industry experience is highly desirable

Our business operates 7-days a week, year-round. You must be available to work weekends and Public Holidays, as required, with some shifts commencing as early as 600am.

**If this sounds like your dream job, we encourage you to apply**

**To Apply**

We are requesting your resume and a cover letter explaining why you are the best person for this position.

We aim to provide meaningful and sustainable employment opportunities that are free from barriers, support and celebrate the diverse talents of our team members, improve awareness of the value of diversity and inclusion across our organisation, and enable our leaders to champion diversity and inclusion.

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