Job Description

Crystal is a luxury cruise line that offers discerning travellers industry‑leading, authentic, and enriching experiences both onshore and at sea. In 2022, Abercrombie & Kent Travel Group acquired the Crystal brand and its two vessels, Crystal Serenity and Crystal Symphony, ushering in a current era of ‘Exceptional at Sea’ after a $170 million refurbishment. The ships feature world‑class dining, wellness, and entertainment, and a partnership with Monte‑Carlo Société des Bains de Mer.

The role

The Reservations & Administration Consultant will assist travel agents in making reservations for their guests and ensuring exceptional customer service throughout the reservation process. The role also provides administrative support to the APAC Trade Reservations and Direct Consumer Sales Departments.

Reservations Management

- Assist agents in selecting the most suitable cruise packages, itineraries, and accommodations based on 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 the reservation system.
- Coordinate special requests such as dietary preferences, mobility assistance, celebrations, and group bookings, ensuring guest satisfaction and attention to detail.
- Handle and resolve complaints or issues, working closely with other departments to ensure client satisfaction and swift resolution.

Administrative Duties

- Perform administrative tasks,



including research and compliance with company policies for escalated emails and other requests.
- Manage the Res Admin, Groups, and Admin APAC email inboxes and the client‑facing inboxes.
- Complete daily and weekly reporting such as e‑ticket reporting, payment reports, passport‑expiration reports, trade‑option follow‑ups, and other required administrative reports.
- Answer system‑escalated emails and provide assistance and support to all reservation agents for both sales channels, routing inquiries in a timely manner.
- Prioritize and complete assigned projects on time, meeting the expectations of the Reservation Manager and Executive Team members.
- Maintain accurate and up‑to‑date records of agent and guest information, reservations, payments, and special requests.
- Prepare various reports—including booking lists, guest feedback, and overdue balances—to support management decision‑making.
- Collaborate with finance to reconcile payments, invoices, and billing discrepancies, following up with agents and guests as needed.

The Successful Applicant Will Have

- Previous experience in a trade reservations role, preferably within the luxury travel or hospitality industry.




- Previous experience in executive administration.
- Excellent communication skills, both verbal and written, and the ability to actively listen to guest needs and provide clear and concise information.
- Strong organizational skills and attention to detail, managing multiple reservations and administrative tasks simultaneously.
- Proficiency in computer systems and reservation software; experience with industry‑specific systems is a plus.
- Demonstrated ability to work effectively in a fast‑paced, deadline‑driven environment.
- Passion for delivering exceptional customer service and creating memorable experiences for guests.
- Flexibility to work on a rotational shift basis, including weekends, upon request.

Perks

- Flexible and inclusive workplace encouraging skill expansion and teamwork.
- Supportive environment that makes you proud to work for A&K.;
- Investment in staff through in‑house and external training opportunities.
- Career progression across Australia and globally.
- Employee Assistance Program (EAP).
- Work in a desirable CBD office location.
- Hybrid model allowing work from home.
- Monthly birthday celebrations and other team activities.
- Staff discounts and a travel benefit program.
- Commitment to environmental sustainability and reduced eco‑footprint.

Abercrombie & Kent is an equal‑prospect employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

#J-18808-Ljbffr

📌 Reservations & Administration Consultant (Melbourne)
🏢 Crystal Cruises
📍 Melbourne