Reservations Team Leader

Job Description:

About the business

Abercrombie & Kent is the world's leading luxury travel business and has been a pioneer of experiential luxury travel since 1962. Founded as a luxury safari company in Africa, A&K today employs more than 2,500 staff in over 60 offices in more than 30 countries.

The company specialises in private, tailor-made and flexible small group travel to every corner of the globe and has a wholly owned portfolio of cruise boats, luxury lodges, tented camps, hotels, and all-terrain vehicles. As part of its global commitment, Abercrombie & Kent is committed to responsible and ethical tourism and through A&K Philanthropy supports projects in the communities where its guests travel dedicated to positively impacting lives and livelihoods.

For more than three decades Crystal has been synonymous with exceptional, award-winning voyages.

The A&K Travel Group acquired the Crystal brand and its two most beloved vessels, Crystal Serenity and Crystal Symphony, ushering in a new era of Exceptional Suites, Exceptional Service, Exceptional Dining, and Exceptional Experiences. Exceptional at Sea

For more than 60 years, Abercrombie & Kent has been a pioneer in the world of luxury travel, redefining the notion of what is possible on holiday and delivering travel experiences that change the way travellers see the world and see themselves.

The Role
The newly created Crystal Reservations Team Leader will oversee our Trade Reservations team, and the Consumer Sales Team (when required), ensuring excellent customer service, efficient booking operations, and achievement of departmental KPIs. The Reservations Team Leader will lead by example, support team performance, provide training and daily call coaching, and manage day-to-day workflow within the Reservations Sales department.

Key Responsibilities include, but are not limited to:

Leadership Duties:

• Supervise 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.

• Daily call coaching and live listening sessions, training, 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
   

Reservation Management:

• Assist agents in selecting the most suitable cruise packages, itineraries, and accommodations based on their 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 using our reservation system.

• Coordinate special requests, such as dietary preferences, mobility assistance, celebrations, and group bookings, ensuring guest satisfaction and attention to detail.

• Respond promptly to inquiries via phone or email, addressing any concerns or questions raised by agents or guests.
   

Administrative Duties:

• Maintain accurate and up-to-date records of agent and guest information, reservations, payments, and special requests.

• Prepare various reports, including booking lists, guest feedback and overdue balances to support management decision-making.

• Collaborate with the finance department to reconcile payments, invoices, and billing discrepancies. Following up with agents and guests where needed.

• Coordinate with other departments, such as the operations team, marketing, and sales, to ensure seamless communication and effective workflow.

• Stay up to date with the cruise industry trends, ship itineraries, new services, and promotions to provide accurate and timely information to guests.
   

The successful applicant will have:

• Previous experience in a trade reservations role, preferably within the luxury travel or hospitality industry.

• Minimum 2-3 years of team leadership experience is required.

• Previous contact centre experience essential

• Excellent communication skills, both verbal and written, with the ability to actively listen to guest needs and provide clear and concise information.

• Demonstrated ability to work effectively in a fast-paced and deadline driven environment.

• Strong organisational skills and attention to detail to manage reservations and a busy team

• Previous call coaching experience

• Proficiency in computer systems and reservations software
   

Why work for A&K?

Our valued team of travel professionals across Australia and New Zealand each share a passion for making travel dreams a reality. These enthusiastic individuals come from diverse backgrounds and cultures.

What you can expect with A&K

• Flexible and inclusive workplace where staff are encouraged to expand their skill set, take on challenges and contribute positively to our collective team.

• Supportive environment that will make you proud to work for A&K

• Investment in our staff with both in-house and external training opportunities

• Opportunity to progress your career, not just in Australia but as part of our global business

• 3 extra Wellbeing leave days per year (in addition to your Annual and Personal Leave entitlements)

• Paid Parental leave – 18 weeks at full pay

• Access to our Employee Assistance Program (EAP)

• Work in the enviable CBD office location

• Opportunity to work from home as part of our hybrid working from home/office model

• Monthly birthday celebrations and other team activities

• Staff discounts and Travel Benefit program

• An organisation that is mindful of the environment, conscious of waste and seeks to minimise our eco-footprint.
   

We're also a company that makes a difference. Abercrombie & Kent Philanthropy (AKP) has proudly supported local communities around the world for the past 40 years.
 

If you meet the selection criteria and have appropriate work right, we would love to hear from you. To apply please send your resume and a covering letter outlining your suitability for the role.
​

Candidates must hold valid Australian work rights at the time of application.

EEO Statement

Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.