Come and join one of the world's leading luxury travel brands For more than three decades, Crystal has been synonymous with exceptional, award-winning voyages. In 2022, AKTG (Abercrombie & Kent Travel Group) acquired the Crystal brand and its two vessels, Crystal Serenity and Crystal Symphony, ushering in a new era of being ‘Exceptional at Sea’ following a $170 million refurbishment of the two ships. The globally renowned cruise line offers discerning travellers industry-leading, authentic, and enriching experiences both onshore and at sea.

Crystal’s pioneering partnership with Abercrombie & Kent provides guests with unparalleled access to the most sought-after experiences and destinations around the world. The reimagined ships boast larger, updated suites with artisanal finishes, and almost one member of crew per guest.

Crystal is home to the first-ever Casino de Monte-Carlo at sea as part of an exclusive partnership with Monte-Carlo Société des Bains de Mer (SBM), and world-class dining includes Umi Uma®, the only dining experience at sea by chef Nobu (Nobuyuki Matsuhisa), and the only Beefbar on the ocean, a collaboration with visionary restaurateur Riccardo Giraudi, and a specially curated Osteria d’Ovidio menu by three-time Michelin-starred Italian chef Massimiliano and celebrated restaurateur Raffaele Alajmo. The ships also feature cutting-edge wellness at the Aurōra Spa, and spectacular entertainment including Broadway-standard shows. With a legacy of unrivaled service and commitment to sophistication and elegance at every touchpoint, once onboard guests feel as if they are perfectly at home.

The role The Sales Administration and Operations Lead is a senior role and the operational backbone of Crystal’s APAC Trade Reservations and Consumer PCC sales teams. The role is the first point of contact for internal departments and the first point of escalation for both teams, resolving what it can directly so the Manager can focus on growth and daily floor activity.

It owns administration, groups, reporting and internal requests for both sales channels, continuously improves how the teams work, and provides inbound phone and email trade sales cover so travel agents and guests always receive exceptional service. Reporting directly to the Manager – Trade and Consumer Sales APAC, the role keeps operational reporting accurate and independent, and is an opportunity for an organised, proactive all-rounder who designs their own workflow, identifies opportunities to improve and takes ownership of how operations run.





Key Responsibilities Include But Are Not Limited To

- Act as the first point of escalation for the Trade and PCC teams when the Manager is coaching, in planned growth time or on leave.
- Act for the Manager on operational matters during leave, within the delegated authority set out below.
- Own the completion of all daily tasks across the three shared inboxes – Admin, Reservations Admin and Groups – for both the Trade and PCC teams.
- Follow up booking options, deposits and final payments with trade partners and direct guests by phone and email, and chase completion of Guest Information Forms.
- Manage consultants’ task queues and route all enquiries to the right person or department quickly and accurately.
- Coordinate complex and group bookings with the Senior Trade Consultant: the Sales Administration and Operations Lead manages all administration and reporting, while the Trade Consultants share the reporting with Sales Directors and works with them to drive bookings.
- Provide guest administration support for the direct channel, including phone and email support for direct guests.
- Maintain accurate, up-to-date records of agent and guest information, reservations, payments and special requests in the CRM and reservation system.
- Manage booking administration, including refunds and cancellations, waitlists, Future Cruise Certificates, amenities and booking maintenance, as set out in the Sales Administration and Operations Task Guide.
- Own daily, weekly and monthly reporting for both sales channels, including E-ticketing, overdue payments, general issue payments, passport details, booking lists and guest feedback, investigating and actioning all outstanding items.
- Ensure all reporting is accurate, delivered on time and produced independently of target-holding staff.
- Reconcile payments, invoices and billing discrepancies with the Finance department, following up with agents and guests where needed.
- Prepare scheduled reports ahead of planned leave so reporting continues without interruption.

The Successful Applicant Will Have

- Minimum 5 years’ experience in administration, operations or reservations,



including at least 1 year in the travel industry.

- Lead operations or administration experience in a travel, cruise or contact centre sales workplace.
- Trade reservations experience, preferably within luxury travel, cruise or hospitality.
- Experience taking and converting inbound sales calls.
- Experience producing reports from multiple systems.
- Group booking experience highly regarded.
- A proven example of improving a process or workflow on your own initiative.
- Excellent verbal and written communication skills, with the confidence to work professionally with trade partners, guests and internal departments.
- Proficiency in reservation systems and CRM;

experience with industry-specific systems and database management highly regarded.

Why work for A&K;? Our valued team of travel professionals across Australia and New Zealand each share a passion for making travel dreams a reality. These enthusiastic individuals come from diverse backgrounds and cultures. What you can expect with A&K;

- Flexible and inclusive workplace where staff are encouraged to expand their skill set, take on challenges and contribute positively to our collective team.
- Supportive environment that will make you proud to work for A&K;
- Investment in our staff with both in-house and external training opportunities
- Opportunity to progress your career, not just in Australia but as part of our global business
- Access to our Employee Assistance Program (EAP)
- Work in the enviable CBD office location
- Opportunity to work from home as part of our hybrid working from home/office model
- Paid Parental leave and extra Wellbeing leave
- Monthly birthday celebrations and other team activities
- Staff discounts and Travel Benefit program
- An organisation that is mindful of the environment, conscious of waste and seeks to minimise our eco-footprint.

We're also a company that makes a difference. Abercrombie & Kent Philanthropy (AKP) has proudly supported local communities around the world for the past 40 years. For more details and to view the full visit our website https://www.abercrombiekent.com.au/careers/current-vacancies

If you meet the selection criteria and have appropriate work right, we would love to hear from you. To apply please send your resume and a covering letter outlining your suitability for the role.

EEO Statement

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

📌 Sales Administration & Operations Lead (Melbourne)
🏢 Abercrombie u0026 Kent Australia
📍 Melbourne