Position Overview
The Reservations & Customer Service legend is responsible for handling all customer enquiries, bookings, and general tour information in a fast-paced, friendly, and highly engaging environment.
This role ensures that every traveller receives accurate information, warm hospitality, and a seamless experience from first contact to tour departure.
Australian permanent residency is required for this position.
You will work closely with guides, management, partner hostels, travel agents, and online travel platforms to maintain smooth daily operations and uphold the Uncle Brian's reputation for fun, reliability, and exceptional service.
Option to work remote some days
Key Responsibilities
Customer Service & Communication
Respond to phone, email enquiries with warmth, enthusiasm, and professionalism.
Provide detailed and accurate information about tours, itineraries, inclusions, and travel requirements.
Assist guests from diverse cultural backgrounds, including backpackers, students, and international travellers.
Fluency in English is essential for effectively communicating with international travellers.
Resolve customer issues or complaints promptly and positively, escalating when necessary.
Posting on social media and showcasing our brand.
Managing group bookings + invoices.
Reservations & Sales
Manage daily bookings through reservation software and online travel agents (e.g., FareHarbor, Viator, GetYourGuide).
Process payments, amendments, cancellations, and special requests.
Coordinate capacity with tour guides and operations to maximise tour occupancy.
Maintain accurate customer records and financial information.
Operational Support
Communicate changes, guest needs, and updates to guides and operational staff.
Assist with confirmation calls, pickup location coordination, and departure communication.
Monitor weather events, road closures, and other factors that may affect operations.
Partnership & Industry Relations
Engage with hostel staff, booking desks, and partners to share availability and promote tours.
Maintain positive relationships with youth travel agencies and local tourism operators.
Office & Administrative Duties
Support general office tasks including filing, emails, stock control, and merchandise sales.
Maintain a tidy, welcoming office environment in line with our brand personality.
Contribute ideas to improve guest experience, workflow, and communication.
Skills & Qualifications
Essential
Excellent communication skills—clear, friendly, and patient.
Strong organisational and multitasking ability.
Proficiency with computers and reservation systems.
Customer service experience in tourism, hospitality, or retail.
Minimum 1-2 years customer service experience required.
Ability to work in a fast-paced environment with high attention to detail.
Positive, fun, and professional attitude aligning with Uncle Brian's culture.
Desirable
Experience with tourism booking systems or online travel agent platforms.
Familiarity with Cairns, Atherton Tablelands, and FNQ attractions.
Sales or reservations experience in youth tourism.
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