Reservations & Retail Sales Officer | Exmouth Dive & Whalesharks Ningaloo

Be a part of sharing special places and shaping lasting memories with Australia’s leading experiential tourism business.

About Us

Exmouth Dive & Whalesharks Ningaloo is proud to deliver unforgettable marine experiences on the pristine Ningaloo Reef in Exmouth, Western Australia. Our tours help guests reconnect with nature through guided wildlife cruises, snorkelling adventures and scuba diving. With two wildlife interaction licences, we offer the rare opportunity to swim with Whale Sharks and Humpback Whales.

Our passionate, fully qualified team ensures safe, respectful encounters while showcasing the natural beauty of Western Australia’s North West Cape.

Operating from February/March to October/November, we experience - and share - all seasons of the Ningaloo Reef.

About Journey Beyond

Australia’s leading experiential tourism group, Journey Beyond, is privileged to operate 19 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, 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 and  New Zealand coach tour specialist Grand Pacific Tours.

About The Role

As the Reservations & Retail Sales Officer, you will manage guest enquiries, bookings and payments while supporting day-to-day retail operations in our shop front. Your role will be front-line, making a lasting impact on our guests through accurate, timely communication and exceptional customer service.

Key responsibilities will include:

• Manage guest expectations from the initial point of contact and provide accurate information on tours, packages, pricing, availability and company policies
• Ensure all customer information, payments, confirmations and amendments to bookings are processed accurately and efficiently across booking systems including CustomLinc, Rezdy and POS terminals
• Liaise with the Marine Operations Supervisor and Vessel Crew to confirm guest numbers, transfers and special requirements for bookings
• Prepare and distribute daily manifests, ensuring guest details, dietary needs and pickup locations are correct
• Provide friendly, knowledgeable and timely responses to all guest and agent enquiries
• Engage with guests in the retail space, promoting merchandise, dive gear and ancillary services
• Assist with data entry, reporting and record-keeping for reservations, retail and sales activities
• In the absence of the Supervisor, act as the point of contact regarding guest feedback or reviews, and address any guest complaints or issues promptly
• Support training and onboarding of new team members in reservations or retail systems
• Promote a strong safety culture by promptly reporting hazards and incidents

About You

The ideal candidate for this role will possess a mix of relevant experience and essential skills that contribute to exceptional guest service in the marine tourism industry. With a solid background in reservations, retail, tourism or hospitality, you will be adept at managing bookings and customer interactions in a fast-paced environment. Strong communication skills, a focus on detail and the ability to empathise with customers will enable you to handle inquiries and resolve issues effectively. You will also display professionalism and a commitment to safety, along with a ‘can-do’ attitude able to work successfully as part of a team environment.

To be considered for this role you will have:

• Familiarity with booking systems (Rezdy, CustomLinc, FareHarbor or equivalent) & POS software desirable
• Proficient in computer systems, including MS Office and email management
• PADI Dive Master qualification (desirable) or certified diver (required or willingness to obtain)
• RSA certificate and Exmouth Shire Food Handling certificate (required or willingness to obtain)

What We Offer

• Generous discounts on Journey Beyond travel and experiences
• An attractive salary and positive work environment
• Study Assistance Policy
• A career with opportunities for progression, transfers, and secondments
• Employee Referral Policy
• Parental Leave program
• Purchased Leave policy
• Private Health discounts
• Employee Assistance Program
• Discounts on Journey Beyond merchandise
• Salary sacrifice remote area benefits

If you meet the criteria listed above and are passionate about joining a dynamic, and exciting marine tourism business in a unique location, then this is the role for you.

Apply now. Join us!