Collette is seeking a Reservations Director – Australia to join pour Australia team. This is a hybrid role based at our Sydney Office.

About Collette: Let Us Show You the World

There has never been a better time to be in the travel industry. See the world, connect with others, and experience the immersive perks of one of the trendiest industries when you join the Collette team As the longest-running tour operator in North America, our family-owned business leads the industry in innovation and expertise. Collette’s passionate team works hard to fulfill travel dreams and is always looking for talent that will help to shape the company’s future. Being part of the Collette team means having a willingness to grow, a desire to learn and ask questions, and a zest for seeing the world. From giving back to local communities to creating incredible experiences for a world of travelers and being part of a value-oriented team that cares for one another – Collette is all about the people. So, what are you waiting for? Your journey starts here.

Job Summary:

Reporting to the Managing Director – Australia, the Reservations Director - Australia is a senior leadership role responsible for coaching, directing, and developing the Australian Reservations team to deliver exceptional client and travel advisor service while increasing booking conversion and revenue contribution. The role sets the operating rhythm, commercial priorities, quality expectations, and consultative selling behaviours for the team, ensuring enquiries are handled with confidence, consistency, urgency, and care.

Working closely with the wider Australian leadership team, the Reservations Director provides insights, intelligence, and recommendations drawn from enquiry trends, call outcomes,



booking patterns, conversion performance, customer feedback, and market opportunities. This role helps identify where Collette Australia can improve sales impact, strengthen agent and client experience, and convert more demand into revenue.

The Reservations Director will demonstrate a strong ability to build collaborative relationships across all levels of the organisation both locally and globally. They will be recognised for leading change initiatives, improving operational efficiencies and open to external engagements to represent the Collette brand.

Primary Functions:

- Lead, coach, and direct the Australian Reservations team to achieve high standards of service, selling effectiveness, enquiry handling, and booking conversion.
- Set clear team expectations, daily priorities, performance standards, and operating rhythms that support revenue growth and the Australian business plan.
- Coach Consultants on consultative selling, objection handling, product confidence, urgency creation, and conversion techniques.
- Use call, enquiry, booking, conversion, and customer feedback data to identify opportunities to improve performance, remove barriers, and increase Australian revenue impact.
- Provide regular insights and market intelligence to the wider Australian team, including sales, marketing, product, operations, and leadership,



to help shape actions that improve conversion and client experience.
- Partner with sales and business development teams to identify agent needs, booking trends, missed opportunities, high-potential accounts, and practical ways to support advisors to complete more bookings.
- Oversee consistent service delivery across the reservations function, including enquiry follow-up, quote management, booking accuracy, documentation alignment, escalation management, and customer care standards.
- Lead workforce planning, capacity management, training priorities, and resource allocation to ensure the team is positioned to respond effectively to enquiry demand and commercial priorities.
- Develop reporting and performance dashboards that highlight conversion trends, service levels, productivity, enquiry sources, team capability gaps, and revenue opportunities.
- Build a positive, accountable, and high-performance team culture through recognition, feedback, coaching, development planning, and clear communication.
- Collaborate with Client Care leadership and relevant global teams to ensure Australian requirements, market nuances, and commercial priorities are understood and reflected in reservations practices.
- Champion Collette values and the customer promise by ensuring every interaction supports trust, confidence, and a premium small group touring experience.
- Lead or contribute to projects that improve process efficiency, sales enablement, systems usage, customer experience, or revenue outcomes.
- Responsibilities may evolve based on organisational needs.

Knowledge & Skills:

- Senior leadership experience in reservations, contact centre, travel sales, customer

📌 Reservations Director (Australia)
🏢 COLLETTE TRAVEL SERVICE
📍 Australia