Voyages Indigenous Tourism Australia offers experience-based holidays in spectacular wilderness locations, including Ayers Rock Resort in the iconic Red Centre and tourism facilities in Mossman Gorge, located in tropical Queensland.

This role is located at our office in Sydney, which serves as a central hub, providing support to our operational teams.

We are seeking an experienced Front Office Hospitality professional with people management skills and a positive attitude with a hands-on approach to join our Voyages Travel Centre Reservations Team as Assistant Reservations Manager. The Assistant Reservations Manager role is critical to achieving operational efficiency and service excellence across the Voyages Travel Centre. By consolidating leadership for Groups Reservations, Guest Experience and Quality & Support functions under one role, we reduce duplication, standardise workflows, and embed consistent training and quality practices.

Key duties:

• Work closely with Groups Reservations and Quality & Support teams to ensure process adherence and provide support for operational escalations.
• Perform weekly/monthly quality reviews and coaching sessions with team members, documenting quality performance and productivity results.
• Coordinate and deliver training programs for Groups and Quality teams, ensuring consistency and compliance with SOPs.

Key duties:

• Oversee Groups Department, Quality Assurance Team, Guest Relations and Guest Resolutions teams to ensure KPI’s are met, and online reviews and post-stay guest surveys are responded to in a timely and professional manner.
• Identify trends in guest feedback and escalate to relevant internal departments.
• Resolving client complaints to the client’s satisfaction in a timely manner.
• Work collaboratively with VTC Perth to maintain engagement, grow conversion rates, and manage change in internal processes.
• Utilise customer insights to improve quality and efficiencies within VTC.

To be successful for this role you will have:

• 5+ years’ experience in a supervisory or leadership role within hospitality, travel, or reservations.
• Proficiency in Opera Cloud or similar Property Management Systems; knowledge of Rezdy and Salesforce an advantage.
• Demonstrated ability to lead, coach, and motivate teams to achieve KPIs and service excellence.
• Proven experience in training delivery, quality assurance, and process improvement.
• Ability to manage change initiatives and embed efficiency improvements across multiple reservation streams.

This is more than just a job
You will be part of a company committed to social responsibility, supporting people and communities, alongside a dedicated team and a positive work environment. Additionally, you will benefit from a hybrid work arrangement, competitive pay, property discounts, and a modern office space with numerous perks and facilities. We prioritize high achievers, providing a wide range of development opportunities to support our top performers in achieving their goals.

If this sounds like the perfect opportunity to try something new, then please apply now!

• A Criminal History Check is a mandatory step of our recruitment process.

• Be part of a company committed to social responsibility
• Hybrid Working Environment