Reservations Officer

Do you love wildlife - swimming with wild dolphins, visiting Penguin Island or snorkelling with sea lions?  Do you enjoy the outdoors, like connecting with visitors from around the world and most of all want to work with a friendly and easy-going team? Then apply to join our management team working in the Hospitality and Tourism industry.

This award-winning tourism business since 1989, is looking for a Reservations Officer.  The successful applicant will be experienced, self-motivated and fun filled.  We are seeking someone who would like the opportunity to build a team and achieve goals while receiving all the support and training needed to help you succeed.

This role is a Full-Time/Part-Time position and requires you to work 25-38hrs per week (some weekend work and work on public holidays may be required).  Salary to be discussed.

Become WILD and FREE and apply today

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SCOPE AND GENERAL PURPOSE OF THE JOB

• Deliver memorable experience to all our guests and clients.
• Attend functions and build relationships within the company industry.
• Work with key clients to maximise sales and opportunities.
• Manage PWE's booking and reservations to successfully maximise tour capacity without compromising passenger or vessel safety
• Facilitate and assist the appearance and operation of the Wild Encounters Gift Shop.

QUALIFICATIONS REQUIRED

• Must have minimum 2 years tourism experience working with Rezdy, Respax and trade agents
• Sound office skills including knowledge of Microsoft Office (Word/Excel).
• Excellent communication and able to work as part of a team.
• Be well presented, take initiative and be capable of working independently.
• Must be computer literate and experienced using Rezdy and Square or similar
• Previous money handling and electronic transaction experience.
• Have a bright and cheerful personality with excellent communication and public relation skills especially when under pressure.

MAIN DUTIES/RESPONSIBILITIES

Customer Service

• Train new ticketing and reservations staff if required.
• Ensure PWE ticketing and reservations team are providing an excellent standard of customer service to all visitors. Authorised to correct any non-compliance and implement further training where required.
• Liaise with Penguin Island Visitor Centre manager to maximise sales
• Authorised to resolve any complaints/conflicts or handle challenging customers with empathy and resolve issues promptly.
• To respond effectively to all phone, email, and post enquiries from the public, industry partners and agents.
• Achieve KPI's and work with Reservations Manger to achieve results

Ticketing and Reservations

• Create bookings and Gift Vouchers using PWE's booking system.
• Quote and create bookings for weddings, scattering of ashes, after hour events, private charters, school and large group bookings.
• Money handling involving cash and electronic transactions, the issuing of petty cash, balancing the cash registers daily and organising travel agent/school group invoicing in conjunction with the accounts department.
• Stocking, pricing, ordering and presentation of gift shop stock in conjunction with management.
• Maintaining a mailing list and facilitating the daily post.
• Work in conjunction with the Sales and Marketing Department to set sales goals and formulate strategies to achieve them.
• Ensure booking systems are set up to maximise the productivity of the vessels without compromising the safe operation of the vessels.
• Oversee all ticketing and reservations staff to ensure a high level of customer service and sales targets are being met.
• Maintain the Square, Rezdy and Smartwaiver systems.
• Be available and approachable to all ticketing and reservations staff, resolve any staff complaints or queries when required.
• Be responsible for weekend decisions around complaints, adding and cancelling cruises, sending staff home when required, general weekend supervisor.

Occupational Health & Safety

• Responsible for conducting their duties in such a way as to minimise the risk of injuring themselves or others.
• Responsible for identifying and reporting any perceived risks or hazards to Operations Manager or Director immediately.

Presentation, Productivity and Morale

• Responsible for dressing neatly and appropriately in the PWE company uniform provided
• Required to communicate in a polite, cheerful and friendly manner at all times
• To be time conscious and efficient to ensure the ferry and cruises operate as per schedule.

Marketing

• Assist with marketing duties where required.
• Set up promotions and products within the Rezdy system in conjunction with any specials or deals marketing have set.
• Communicate with travel agents, keeping rates up to date, answering enquiries, completing contracts and confirming Famils.

Housekeeping

• Maintaining the front counter and reservations office.
• When required order any stationary or general office needs.
• Implement staff cleaning roster, making sure daily tasks are completed

Rostering

• Working with Reservations Manager to help manage roster changes, tickets and reservation rostering for delegating duties and completing tasks.