Reservations & Customer Service Officer Luxury Helicopter & Aviation

Location: Batman Park heliport, Melbourne CBD (with occasional travel to our Moorabbin Airport head office for training and team days)

Position: Full-time permanent

Remuneration: $70,000 to $75,000 + Superannuation

Turn an enquiry into the flight someone remembers

A proposal planned over the bay at sunset. A corporate team that needs to be in Mildura by 9am. A family booking a winery flight for Mum's 70th.

Every one of them starts with a phone call or an email, and the person who answers it.

We're looking for an experienced reservations or travel qualified who combines a talent for managing bookings with exceptional customer service. If you enjoy helping customers choose the right experience and managing every detail from the first enquiry to the day of travel, we'd love to hear from you.

About the role

Reservations are at the heart of this role. Most of your day will involve managing phone and email enquiries, understanding customer needs, recommending suitable experiences, preparing quotes and converting enquiries into confirmed bookings. You'll take ownership of each reservation, managing payments, amendments and reschedules while delivering attentive, professional service at every stage.

Behind every booking sits an aircraft, a pilot and a schedule, so you'll work closely with Flight Operations to make sure what we sell is something we can deliver. You'll be based at our Batman Park heliport on the edge of the CBD, so you'll also be the face our guests meet on flight days - welcoming them, checking them in and making sure our lounge looks the part.



From time to time, you'll head out to our Moorabbin Airport head office for training and team days.

You'll be part of the team behind our scenic flights, tours, winery experiences and private charters, and our Reservations team is growing alongside our tourism business in Victoria and Tasmania.

What you'll do

- Manage phone, email and online enquiries, recommending suitable scenic flights, tours and private charters.
- Prepare accurate quotes, follow up enquiries and convert interest into confirmed bookings.
- Process reservations, payments, gift vouchers and passenger details in our booking system.
- Manage amendments, cancellations and reschedules, keeping guests informed throughout.
- Liaise with Flight Operations to confirm aircraft and pilot availability and communicate booking requirements.
- Coordinate special requests, dietary requirements and arrangements with transport, accommodation and catering partners.
- Prepare passenger manifests and booking information for pilots and operational teams.
- Welcome and check in guests on flight days, ensuring our Batman Park lounge is presented to a premium standard.
- Resolve customer concerns professionally and contribute ideas to improve our service and booking processes





What you'll bring

Essential

- Availability to work a roster that includes weekends and public holidays.
- Demonstrated experience managing bookings from initial enquiry through to confirmation and amendments, ideally within a travel agency, airline reservations team, tour operator or similar environment.
- Exceptional customer service standards, with the ability to build rapport, anticipate needs and deliver attentive, professional service.
- A confident phone manner and professional written communication, with the ability to think creatively and suggest alternative options that meet customer needs and turn enquiries into bookings.
- Strong attention to detail and organisational skills, with the ability to prioritise competing requests in a busy environment.
- Experience using booking or reservations systems, proficiency in Microsoft Office and confidence learning new platforms.
- A calm, practical and solutions focused approach when plans change.
- Australian citizenship or permanent residency.

Highly desirable

- Experience arranging tailored itineraries, tours or premium travel experiences.
- Familiarity with aviation or charter reservations.
- A genuine interest in aviation and tourism.

What we offer

Get in the air - properly.

Familiarisation flights, so you know our products from the passenger seat and not just the booking screen. Discounted flights to enjoy with family and friends. And seats on empty leg flights to and from the city when they come up.

One of Melbourne's best addresses.

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