Reservations Consultant

Come and join one of the world's leading luxury travel brands

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

We are seeking a highly organized and customer-oriented individual to join our Melbourne based team as a Reservations Consultant. In this role, you will be responsible for assisting travel agents to make reservations for their guests and ensuring exceptional customer service throughout the reservation process. Additionally, you will handle various administrative tasks to support the smooth operations of our reservations department.

Key Responsibilities include, but are not limited to:

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.

Customer Service:

• Establish and maintain excellent relationships by demonstrating a genuine passion for delivering personalized service and creating unforgettable experiences.
• Offer proactive assistance and recommendations to enable agents to secure the sale and enhance guests' cruise experiences, including pre and post-cruise arrangements.
• Handle and resolve complaints or issues, working closely with other departments to ensure client satisfaction and swift resolution.

Administrative Duties:

• Collaborate with the finance department and coordinate with other departments to ensure seamless communication and effective workflow.

Required knowledge and experience

• Previous experience in a trade reservations role, preferably within the luxury travel or hospitality industry
• A minimum of 1-2 years of trade reservations experience is required
• Excellent communication skills, both verbal and written, with the ability to actively listen to guest needs and provide clear and concise information.
• Strong organizational skills and attention to detail to manage multiple reservations and administrative tasks simultaneously.
• Proficiency in computer systems (Microsoft Office) and reservation software; experience with industry-specific systems is a plus.
• Demonstrated ability to work effectively in a fast-paced and deadline-driven environment.
• Genuine passion for delivering exceptional customer service and creating memorable experiences for guests.
• Team player with an enthusiastic approach to the job

Other Information:

• Expected hours of work are Monday to Friday with Saturday availability
• Flexibility to work on a rotational shift basis, including weekends and holidays.
• Works in a typical office environment with quiet-to-moderate noise

Why work for A&K Travel Group?

Our valued team of travel professionals 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 Travel Group:

• 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.

Apply today and become part of our dedicated team committed to providing the highest level of service in the industry.

If you meet the selection criteria and have appropriate work rights, we invite you to apply.

Australian citizenship or permanent residency is required for this position.