Reservations Manager

Reservations Manager - Tour Operator

We're looking for a sharp, people-savvy operator to support and strengthen our growing reservations function.

At Localing, we craft highly personalised, luxury travel experiences across Australia. Behind every seamless guest journey is a small, passionate team – and at the heart of that is our reservations crew.

You'll play a central role in coordinating this team, working closely with our experienced Australia-based specialists (who design bespoke itineraries) and our skilled Philippines-based team (who handle day-to-day reservations and guest communication). This role helps bring those two worlds together – keeping systems tight, service smooth, and the guest experience consistent from enquiry to departure.

We're looking for someone who understands the luxury travel space and the unique expectations of our guests. Attention to detail, thoughtful communication, and the ability to anticipate what makes an experience feel seamless and special are essential in this role.

This is initially a 12-month contract, with the potential to extend.

You'll be based in our Collingwood office 2–3 days a week, with flexibility to work from home the rest of the time. Interstate travel may occasionally be required.

We run tours 365 days a year, so while we're building coverage across time zones, things do sometimes come up after hours or on weekends. Flexibility is required – and returned in kind.

What you'll do

· Res Teams Management
Lead the day-to-day coordination of our reservations teams across both Australia and the Philippines. Run structured weekly team meetings, oversee workflow distribution, and provide regular mentoring and practical support. You'll be the point person for escalations, coaching, and keeping the team focused and motivated.

· Sales & Reporting
Support the ongoing performance of the sales and reservations team by delivering clear, concise weekly reporting. Track key sales metrics, identify trends, and flag areas for improvement. Work closely with leadership to make sure targets are visible, achievable, and aligned with business priorities.

· Processes
Help formalise and document the workflows that enable the reservations team to thrive. Identify areas for improvement, simplify where possible, and build out guides, templates, and SOPs that create clarity and consistency across the guest journey – from both our Melbourne HQ and offshore operations.

· Systems
Play a hands-on role in the optimisation of our CRM and booking systems. Liaise with developers on updates and enhancements, assist with testing and implementation, and provide training and support to ensure both teams are confident and consistent in system use.

· New Staff Training & Mentoring
Own the onboarding experience for new reservations staff. Deliver initial training sessions, guide team members through our tools and workflows, and offer regular check-ins to ensure new hires feel confident, supported, and set up for success.

· Supplier & Industry Engagement
Build and manage strong, professional relationships with key suppliers and industry partners. Represent Localing at trade events, meetings and networking functions. Work closely with partners to secure high-quality, bespoke experiences and preferred rates — and stay across industry movements that could shape our product or operations.

· Communication & Coordination
Manage the shared inbox, coordinate team communications (primarily via WhatsApp), and keep things running smoothly behind the scenes. Assign tasks, answer questions, and help the team stay clear, calm, and on track.

· Product Development & Ideation
Bring fresh thinking and contribute to the development and refinement of our experiences. You'll collaborate with the Australian team to shape bespoke itineraries and ensure every touchpoint reflects the quality and care Localing is known for.

· Industry Knowledge
A strong understanding of Australia's regions and the expectations of luxury travellers is ideal – but if you're curious, capable, and quick to learn, we'll help you build that knowledge quickly.

About you

• Based in Melbourne, with the ability to work from our Collingwood HQ 2–3 days a week

• Comfortable working flexibly, including occasional after-hours or weekend communication

• Experienced in guest services, operations or travel – ideally with exposure to luxury or tailor-made experiences

• A great communicator, with an instinct for people and a love of organisation

• Confident juggling systems and spreadsheets without losing sight of the human element

• Collaborative, calm, and always looking for ways to make things better

Why Localing?

We create genuinely immersive, highly personalised travel experiences for guests who want to go deeper. You'll work alongside a passionate team of guides, creatives, and experience-makers doing work that's thoughtful, energising, and a little bit different.

Interested?
Send us your CV and a short note about why this role resonates – we'd love to hear from you.