Inside Sales/Reservation Manager

MW Tours is a bespoke tour operator specializing in curated travel experiences across Northeast and Southeast Asia, Southern and Eastern Africa, and the Indian Subcontinent. Founded in Brisbane in 2010, the company is fully accredited with the Australian Travel Industry Association (ATIA), the ATIA Travel Accreditation Scheme (ATAS), and the Council of Australian Tour Operators (CATO). MW Tours has grown into a specialist wholesaler offering niche products while remaining highly competitive on value. The team focuses on combining quality components to create unforgettable escorted tours, independent journeys, and private family holidays. Staff draw on deep destination knowledge and experience to provide attentive service and personalized travel planning for their partners and customers.

Role Description

The Inside Sales/Reservation Manager is a full-time, on-site role based in the Greater Brisbane Area. This role is responsible for managing customer enquiries, handling reservations from initial quote through to confirmation, and supporting travel agents and direct clients with tailored itinerary and product recommendations.

Day-to-day tasks include responding to phone and email queries, preparing accurate quotes, processing bookings and amendments, and coordinating with suppliers to secure travel services. The position also involves driving sales by identifying opportunities to upsell and cross-sell products, maintaining strong customer relationships, and monitoring booking pipelines.

In addition, the Inside Sales/Reservation Manager helps train and support team members, ensures adherence to company policies and industry standards, and contributes to continuous improvement in reservation procedures and customer experience.

Qualifications

• Strong reservations and booking management skills, including experience with reservation systems and attention to detail in handling itineraries.
• Proven customer service skills with a focus on responsiveness, problem-solving, and creating positive travel experiences.
• Clear and professional communication skills, both written and verbal, with the ability to explain complex itineraries and policies.
• Demonstrated sales abilities, including converting enquiries to bookings, upselling products, and meeting or exceeding sales targets.
• Experience in training or mentoring team members, sharing best practices, and supporting a collaborative work environment.
• Background in travel, tourism, or hospitality is highly desirable; familiarity with international destinations and tour products is an advantage.
• Comfort with using booking platforms, CRM systems, and standard office software; strong organizational and time management skills.
• Relevant qualification in tourism, hospitality, business, or a related field, or equivalent industry experience.

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