Journey Beyond
Hospitality
TravelCentreTeamLeader
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Travel Centre Team Leader at Journey Beyond. Skills: Team leadership, Sales performance, Customer experience. Lead teams. Coach teams”
What You'll Achieve.
Achieve sales targets; Achieve revenue targets; Meet call centre metrics; Meet web-chat/email response times; Achieve upselling targets; Achieve cross-selling targets; Meet quality SLAs; Achieve individual NPS results
Industry & Context.
Solutions-focused mindset
National Police Clearance
What They're Looking For.
Must Have
Proven experience managing teams, Experience in fast-paced environment, Sales mindset, Track record of achieving targets, Exceptional customer experiences, Effective communicator, Motivates others, Drives accountability, Adapt quickly to changing priorities, Solutions-focused mindset, Highly organised, Proactive, Use data and insights, Experience in call centre, Experience in travel/tourism environment, Confident working across multiple systems, Confident working across multiple stakeholders
Nice to Have
Experience developing high-performing teams
What You'll Do.
Drive sales performance
Maximise conversion opportunities
Ensure delivery of outstanding guest experiences
Manage team KPI performance
Achieve sales targets
Achieve revenue targets
Meet call centre metrics
Meet web-chat/email response times
Achieve upselling targets
Achieve cross-selling targets
Achieve individual NPS results
Coach consultants to achieve KPIs
Balance efficiency and effectiveness
Manage disruption activity
Manage cancellation activity
Ensure effective communication with consultants
Conduct scheduled team meetings
Conduct individual feedback sessions
Conduct coaching sessions
Document discussion points
Document action plans
Document development activities
Develop outbound call campaigns
Monitor outbound campaign results
Analyse outbound campaign outcomes
Handle guest feedback
Handle complaint calls
Handle escalation calls
Identify service delivery improvements
Identify policy improvements
Identify product improvements
Share improvement information
Introduce improvements collaboratively
Foster commitment to company values
How You'll Work.
Team & Collaboration
Scheduled team meetings; Individual one-to-one feedback; Collaborative improvement introduction
Communication Scope
One-to-one feedback; Team meetings
Full Job Description
**Be a part of sharing special places and shaping lasting memories with Australia’s leading experiential tourism business.** **About Journey Beyond** Australia’s leading experiential tourism group, Journey Beyond, is privileged to operate 20 brands spanning the country and New Zealand, connecting guests to the land and to each other. Headquartered in Adelaide, Journey Beyond formed in 2016 and now comprises tourism brands including: iconic trains The Ghan, Indian Pacific, Great Southern, The Overland; premium small-group outback operator Outback Spirit; eco-luxury lodge Sal Salis Ningaloo Reef; aquatic adventures Cruise Whitsundays, Rottnest Express, Sailaway Port Douglas, Horizontal Falls Seaplane Adventures, Darwin Harbour Cruises and Journey Beyond Cruise Sydney; our tallest members, Melbourne Skydeck and Eureka 89; the historic Vintage Rail Journeys; The Telegraph Station in Alice Springs; Monarto Safari Resort; Exmouth Dive & Whalesharks Ningaloo, New Zealand coach tour specialist Grand Pacific Tours, and Voyages Tourism Australia. **About You** You are a passionate and results-driven leader with proven experience managing and developing high-performing teams in a fast-paced, multi-channel environment. You bring a strong sales mindset and a track record of achieving targets, while consistently delivering exceptional customer experiences. You are an effective communicator and coach who builds strong relationships, motivates others and drives accountability. You thrive under pressure, adapt quickly to changing priorities, and approach challenges with a calm, solutions-focused mindset. Highly organised and proactive, you use data and insights to improve performance and identify opportunities for growth. Ideally, you have experience in a call centre or travel/tourism environment and are confident working across multiple systems and stakeholders. **About The Role** As the Travel Centre Team Leader, you will be responsible for leading, coaching and developing a team
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