Assistant Manager – Reservations

Help lead Melbourne's #1 small-group touring company

At Go West Tours, we're not your average office, and this isn't an average management role We're a small, dynamic business delivering Melbourne's best day tours — and our reservations & admin team is right at the heart of making it all happen.

We're looking for a hands-on, proactive Assistant Manager for our Reservations & Administration team. You will step in as second-in-charge to the General Manager, guide our reservations team, handle escalated tasks, and assist with innovative projects that keep the business running smoothly.

What you'll do

• Support, guide and mentor the reservations & administration team
• Act as the first point of escalation for complex guest or agent enquiries
• Take on delegated responsibilities from the General Manager
• Assist with implementing new technology and software solutions with a strong focus on AI
• Liaise with suppliers and internal teams to resolve issues quickly and professionally
• Contribute to process improvements and new ideas that enhance team performance and guest satisfaction

What we're looking for

To succeed in this role you'll need to demonstrate:

• Leadership experience — proven supervisory background, ideally in reservations, administration, hospitality, or tourism
• A minimum of 1-2 years of leadership or supervisory experience in a professional environment
• Excellent communication — fluent English (verbal & written), confident with diverse cultural backgrounds, and skilled in handling sensitive conversations with staff or suppliers
• Attention to detail — able to manage multiple tasks calmly under pressure with a focus on quality
• Strong investigative/problem-solving skills — thorough in investigating system issues, testing, questioning end-users, and reviewing documentation to identify root causes
• Tech-savviness— experienced with reservations/booking or similar systems, proficient in Microsoft Office & Google Workspace, quick to learn new tools (FareHarbor experience a bonus)
• AI readiness — beginner-level AI skills with genuine interest in applying AI to your work and helping implement it across the team— if you're resistant to AI, this role isn't for you
• Demonstrated practical use of AI tools and technologies with the ability to apply them effectively in a workplace setting
• Flexibility & adaptability — comfortable with change, variety, and taking on new projects or tasks as required
• Initiative & ownership — a proactive approach to suggesting improvements, innovating, and taking responsibility for your work
• Curiosity & creativity — open to trying new approaches, solving problems creatively, and contributing ideas that lift team performance and customer experience

Why you'll love working with us

• Travel perks – experience our award-winning tours yourself and access exclusive discounts
• Great location – Northcote office with easy access to public transport, safe and secure, free on-street parking
• Learning opportunities — access to webinars, conferences, or other training as approved to strengthen specific skills and broaden your expertise
• Variety & growth — exposure to a wide mix of tasks and projects, developing skills across leadership, system fluency, project management, and AI adoption
• Amazing team culture — a genuinely supportive environment, approachable leadership and quarterly social events

Sound like you?

Here are further details about this role:

• Must have full, unrestricted working rights in Australia
• This is a full-time position, Monday to Friday, with occasional weekend work
• Commitment to a long-term, ongoing role — we're looking for someone who wants to grow with the business

• Peak period coverage – full availability required during:

• 18 Dec – 20 Jan (Christmas/New Year peak)

• The 2 days preceding Good Friday – the 2 days following Easter Monday
• Rostered hours – shifts fall between 7:00 am – 6:00 pm

Only applications with both a cover letter & resume will be considered.