Come and join one of the world's leading luxury travel brands

Abercrombie & Kent is the world’s leading luxury travel business and has been a pioneer of experiential luxury travel since 1962. Founded as a luxury safari company in Africa, A&K today employs more than 3,000 staff in over 70 offices in more than 83 countries. The company specialises in private, tailor-made and flexible small group travel to every corner of the globe and has a wholly owned portfolio of cruise boats, luxury lodges, tented camps, hotels, and all-terrain vehicles. As part of its global commitment, Abercrombie & Kent is committed to responsible and ethical tourism and through A&K Philanthropy supports projects in the communities where its guests travel dedicated to positively impacting lives and livelihoods.

The role

Sitting within our DMC, this role is responsible for leading, developing and supporting the New Zealand based Travel Specialists and Operations Specialists to achieve sales targets, profitability targets and to deliver operational and service excellence. The role combines people leadership with reservations and operations skills and oversight. Working closely with Managers in Australia & New Zealand, this role will drive team performance, maintain operating standards and ensure the successful delivery of all bookings.

 The role includes an element of creating, marketing, selling and delivering tailor made itineraries for travel within Australia and New Zealand and actively contribute to the achievement of the Inbound team’s sales targets. It requires a highly motivated leader who is passionate about coaching people, driving results in line with head office guidance and creating a positive and engaged team environment.

Key responsibilities include but are not limited to:

• Lead, coach and develop the New Zealand based Reservations and Operations team
• Partner with the Reservations Manager and Support Managers to ensure consistency of standards, processes and performance across the wider business
• Working with the NZ Country Manager and NZ Cruise Operations Manager to foster positive, collaborative, high performing team culture
• Conduct regular one-on-one meetings, performance reviews and development discussions with the NZ Reservations & Operations staff.
• Monitor team productivity, service standards and KPI achievement
• Identify training needs and implement coaching as required
• Support recruitment, onboarding (including process training) and retention of team members
• Ensure all reservations are processed accurately and in accordance with company SOPs
• Ability to prepare deluxe itineraries in line with A&K client high expectations.
• Actively and consistently sell to achieve individual and team sales and profitability targets
• Ensure all operational processes, checklists and quality control procedures are completed accurately
• Provide leadership, guidance and escalation support for complex bookings and operational issues
• Manage operational escalations
• Provide overflow assistance for the resolution of on-ground issues where required
• Participate in the after-hours and emergency phone coverage requirements on a roster basis
• Monitor service delivery outcomes and implement corrective actions where required
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