Job Summary
We are looking for a passionate and experienced Reservation Team Leader to lead a high-performing reservations team and deliver outstanding service to our global agent network. This role plays a key part in driving booking accuracy, operational efficiency, team development, and commercial success while ensuring a seamless customer experience.
About the Opportunity
As a Reservation Team Leader, you will inspire and develop a team of Reservation Executives while overseeing daily reservations operations, service delivery, and business performance. Working closely with cross-functional teams, you will drive continuous improvement, strengthen agent relationships, and help deliver exceptional travel experiences across our destinations.
Your main responsibility is:
- Lead, coach, and develop a team of Reservation Executives to achieve service, quality, and commercial goals.
- Ensure timely, accurate, and professional handling of reservations and agent enquiries.
- Build strong relationships with overseas sales offices, agents, and internal stakeholders to deliver outstanding customer experiences.
- Monitor booking accuracy, pricing, and profitability while ensuring reservations operate within budget.
- Identify and implement process improvements that enhance efficiency, productivity, and service quality.
- Collaborate with Operations, Product, Contracting, and other teams to improve conversion, profitability, and overall business performance.
About You
The Essentials:
- Minimum 3 years' experience leading or supervising teams within the tourism, hospitality, travel, or service industry.
- Strong written and spoken English skills; additional languages are an advantage.
- Experience managing customer service operations and stakeholder relationships.
- Strong understanding of reservations processes, commercial performance, and operational excellence.
- Proficiency in Microsoft Office applications.
- Tourism or Hospitality qualification is advantageous.
The Attributes:
- Customer-centric with a passion for delivering exceptional service.
- Strong people leadership, coaching, and mentoring capabilities.
- Excellent communication and relationship-building skills.
- Highly organized with strong attention to detail and problem-solving abilities.
- Commercially aware with the ability to analyze performance and identify opportunities for improvement.
- Adaptable, collaborative, and able to thrive in a fast-paced, changing environment.
At Discova, we believe travel opens doors to a world of possibilities. If you're a driven leader who enjoys developing people, creating exceptional service experiences, and delivering business results, we'd love to hear from you.
What You Will Enjoy
🎉 Culture: Join Discova and Flight Centre Travel Group—certified Great Place to Work® across multiple regions with a team culture like no other in the travel industry
🌏 Travel Discounts: Exclusive rates for you, family and friends on flights, hotels, tours, cruises, travel insurance and more
💎 Career Growth: Real opportunities across a global network of brands—we promote from within and invest in your development
🔧 Learning & Development: Access to LinkedIn Learning with 24,500+ courses; individualized development pathways
🎊 Recognition: Famous FCTG culture at Reward & Recognition events including Global Gathering and EOFY celebrations
👐🏽 Inclusive Workplace: We're an Equal Opportunity Employer welcoming diversity across race, ethnicity, religion, gender identity, sexual orientation, disability, and age
🙏🏼 Give Back: Corporate Social Responsibility program; paid parental and volunteer leave
💚 Sustainability: We're committed to protecting the environment essential to tourism's future
About Discova
As a DMC with 95% local staff, we pride ourselves on being a diverse and inclusive workplace where our people can thrive as their most authentic selves. These values are intrinsic to Discova’s DNA as a company, and we are committed to being an equitable workplace for all our employees regardless of gender identity, ethnicity, disability or sexual orientation. We welcome you to our family as you are and who you are.
To learn more about Discova and our work perks click: https://bit.ly/4hEd88H
Get in touch now and Discova a world of possibilities!
