Reservations / Tour Desk Consultant | Sailaway

Be a part of sharing special places and shaping lasting memories with Australia’s leading experiential tourism business.

About Us

At Sailaway, we’re passionate about sharing the beauty and wonder of the Great Barrier Reef. Our mission is to provide guests with an unforgettable experience through expert reef interpretation and sustainable sailing adventures.

Our team brings together passionate experts who deliver engaging and informative presentations, helping guests appreciate the fragile marine environment and the incredible life beneath the surface. Complementing this knowledge are skilled professionals who ensure safety and comfort while delivering the thrill of pure sailing aboard state-of-the-art catamarans.

Based in Port Douglas, we offer daily access to spectacular reef sites, including Mackay Coral Cay and the idyllic Low Isles. These locations feature vibrant coral gardens, giant clams, and abundant marine life, making them perfect for snorkellers.

We pride ourselves on exceptional customer service, sustainability, and creating memorable experiences for every guest.

About Journey Beyond

Australia’s leading experiential tourism group, Journey Beyond, is privileged to operate 20 brands spanning the country and New Zealand, connecting guests to the land, and to each other.

Headquartered in Adelaide, Journey Beyond formed in 2016 and now comprises tourism brands including: iconic trains The Ghan, Indian Pacific, Great Southern, The Overland; premium small-group outback operator Outback Spirit; eco-luxury lodge Sal Salis Ningaloo Reef; aquatic adventures Cruise Whitsundays, Rottnest Express, Sailaway Port Douglas, Horizontal Falls Seaplane Adventures, Darwin Harbour Cruises and Journey Beyond Cruise Sydney; our tallest members, Melbourne Skydeck and Eureka 89; the historic Vintage Rail Journeys; The Telegraph Station in Alice Springs; Monarto Safari Resort; Exmouth Dive & Whalesharks Ningaloo, New Zealand coach tour specialist Grand Pacific Tours, and Voyages Tourism Australia.

About the Role

We are seeking a new Reservations / Tour Desk Consultant to join the Sailaway Team on a casual basis. As a Reservations/Tour Desk Consultant, you will play a pivotal role in ensuring that guests have a relaxed and professional experience while booking Sailaway tours. Your passion and understanding of Sailaway products play a vital role in delivering exceptional service and driving sales success. This position requires excellent guest service skills, a knack for organisation, and the ability to engage with guests in a friendly and professional manner.

Key Responsibilities include:

• Provide exceptional guest service by addressing inquiries, while offering detailed information on Sailaway tours and services.
• Manage all aspects of reservations, including responding to inquiries, processing bookings, and liaising with local booking agents and wholesalers.
• Ensure the smooth operation of vessels by handling guest bookings, manifests, and ordering provisions as needed.
• Promote and upsell Sailaway products and local tours, while managing retail stock and completing shop sales.
• Maintain a clean and professional appearance, developing positive relationships with colleagues and guests while adhering to company policies.

About You

You are a dedicated and enthusiastic professional with a strong commitment to guest satisfaction. Your ability to engage confidently with a diverse range of guests ensures that their queries and needs are met with patience and care, even in high-pressure situations. You remain well-presented with a positive attitude, showcasing a strong work ethic and a willingness to learn and adapt.

To be successful in this role you will be / have:

• Proven track record of meeting or exceeding guest satisfaction levels through exceptional service and advice.
• Strong organisational and time management skills, allowing you to carry out bookings accurately and efficiently in line with company policies and procedures.
• Excellent attention to detail, ensuring that vessel provisions are ordered accurately and on time while maintaining up-to-date product knowledge.
• Initiative and flexibility to adjust to guest requirements while demonstrating responsibility in your role.
• Ability to work independently or collaboratively within a team to achieve results and keep vessels fully booked whenever possible.

• Previous reception and/ or customer service experience
• Previous experience within the tourism industry advantageous

• Experience in administration and reservations
• National Police Clearance

• Generous discounts on Journey Beyond travel and experiences
• Study Assistance Policy
• Employee Referral Policy
• Parental Leave program
• Purchased Leave policy
• Private Health discounts
• Employee Assistance Program
• Discounts on Journey Beyond merchandise