Call Centre Reservation Manager, K1 Speed

K1 Speed is seeking a Call Centre Reservation Manager.

The Call Centre Reservation Manager will proactively convert sales and oversee the daily operations of the reservations call centre for K1 Speed, ensuring all guest enquiries, bookings, and service requests are booked efficiently and professionally.

Key responsibilities

• Convert inbound calls and emails related to sales, group bookings, events, and special experiences.
• Supervise, coach, and support the reservations team to deliver excellent service and achieve sales and performance targets.
• Implement strategies to maximise revenue through upselling, cross-selling, and promotional campaigns.
• Ensure all reservation systems and third-party platforms are updated with current pricing, packages, and availability.
• Handle escalated customer issues, complaints, or special booking requests with professionalism and care.
• Collaborate with Marketing and Operations teams to communicate promotions, special events, and seasonal offers to the call centre team.
• Maintain and update Standard Operating Procedures (SOPs) to ensure consistent service delivery.
• Monitor daily operations to ensure efficient call handling, accurate booking entry, and adherence to service standards.
• Minimum 3–5 years of experience in a reservation or call centre environment, ideally within a tourism, hotel or attraction-based business.
• Strong relationships with third-party agents, attractions and OTAs would be a bonus.
• Strong knowledge of call centre systems, reservation/ticketing platforms, and CRM tools.
• Excellent communication, problem‑solving, and organisational skills.
• Strong sales and customer service orientation.
• Proven leadership experience managing a team in a fast‑paced, service‑oriented environment.
• Proficiency in Microsoft Office and familiarity with reporting and scheduling tools.
• Flexibility to work weekends, holidays, or peak event periods as required.