Reservations Manager

Reservations Manager | Luxury Helicopter & Aviation

Location: Moorabbin Airport, in Melbourne’s South-East

Position: Full Time Permanent (1 Position Available)

Remuneration: $95,000 – $110,000 + superannuation, reviewed as the role grows

Lead the team behind Melbourne's most memorable flights

A milestone anniversary over the bay at golden hour. A board that needs to be in three regional towns and back before dinner. A wedding party landing at a vineyard with twenty minutes to spare.

At Microflite, every flight begins with a conversation. The way that conversation is handled sets the tone for the experience that follows and is often what a customer remembers long after they've landed.

We're looking for a Reservations Manager to lead the team at the heart of those conversations.

About the role

You'll lead our Melbourne guest services team and own the performance of the Reservations function end to end, from a customer's first enquiry through to them stepping off the aircraft. It's a hands on leadership role: you'll be coaching your team one hour and personally handling a complex VIP movement the next.

Working shoulder to shoulder with Flight Operations, you'll make sure what we promise a customer is something we can genuinely deliver, the right aircraft, the right crew, at the right time. It's a role where commercial judgement and operational reality meet every day.

There's also opportunity for the role to grow. Microflite Group's operations extend beyond Victoria, including Par Avion in Hobart, and our tourism presence around Australia is expanding. Over the coming season, you'll work closely with our Tasmanian colleagues, and as new guest services teams come on board, this role is expected to grow with them, in scope and remuneration.

It's genuinely interesting work, because no two of our bases are the same. What sells in Tasmania isn't what sells over Port Phillip Bay, and an enquiry is handled a little differently in each place for good reason. Building one recognisable Microflite standard of care without flattening what makes each location work locally is the challenge we'd like your help with.

You'll also have a genuine say in what comes next. Microflite is investing in modernising the systems behind Reservations through a company-wide programme led by our incoming ICT Manager. As the person who knows this function best, your input and feedback will be sought throughout, what actually works at the counter, what breaks under pressure, and what our teams need from any system we ask them to use.

What You'll Do:

• Lead, mentor and develop our Melbourne guest services team, building a collaborative, customer obsessed culture.
• Own the day-to-day operation of the function - enquiries, quotes, bookings and customer requests handled accurately, quickly and with warmth.
• Personally coordinate the complex work: VIP clients, bespoke charters, group movements and major events.
• Partner with Flight Operations to align customer requirements with aircraft availability, crew resourcing and operational limits.
• Work closely with colleagues at our other locations, helping build a consistent standard of care for every customer, wherever they call.
• Manage rostering, resource planning, training and performance so service stays consistent through peak season.
• Own reservation systems, booking platforms and customer data - accurate products, pricing and availability, always.
• Read the numbers - booking trends, customer feedback and service performance and bring what they tell you to our Marketing team to shape where we go next.
• Handle escalations and service recovery personally, turning difficult moments into loyal customers.
• Design better processes and contribute your experience to the programme modernising how Reservations works.
• Support reporting, financial administration and initiatives that grow the business.

What You'll Bring:

Essential

• Proven leadership experience - you've coached, developed and lifted the performance of a team.
• A background in reservations, aviation, tourism, hospitality, events or a comparable customer-focused environment.
• Exceptional communication skills and real care for the customer experience, from a first enquiry to a complaint handled well.
• Strong organisation and attention to detail, with the composure to hold several competing priorities at once.
• Australian Citizenship or Permanent Residency.

Highly Desirable

• An appetite for a role that grows - we're an Australian operation with more than one base, and travel to our other locations may be required from time to time.
• Experience leading or supporting teams across more than one site.
• Confidence with reservation systems and CRM platforms, and the appetite to help shape new ones.
• Experience improving or rebuilding processes, not just running them.
• Exposure to premium, luxury or VIP service environments.
• Familiarity with operationally constrained businesses - aviation, marine, rail or similar.

What We Offer:

A salary that moves with the role.

Your remuneration will be reviewed as additional guest services teams come on board and the scope of this role grows with our tourism presence around Australia.

Get in the air - properly.

Familiarisation flights, so you know our products from the passenger seat and not just the booking screen. Discounted flights to enjoy with family and friends. And seats on empty leg flights to and from the city when they come up.

Two of Melbourne's best addresses.

Work across Moorabbin Airport and our Batman Park heliport, on the edge of the CBD and the Yarra. As an Australian operation with bases in more than one state, occasional travel to our other locations may come with the job.

Work that visibly matters.

In a close knit team, your contribution won't get lost in a crowd - you'll see its impact and be recognised for it.

Genuine progression.

Internal training and development, and real opportunity to advance as we grow. Our current Director of Engagement & Communications started at our reception desk.

A team that looks after each other.

A confidential Employee Assistance Program, and a leadership team that treats wellbeing and work life balance as more than a line in an ad.

A company investing in the future.

We're pioneering sustainable aviation practices and exploring advanced air mobility. There's a lot still to build here.

Why Microflite?

Microflite is Victoria's premier aviation company and a leader in helicopter and fixed-wing operations. Our modern, meticulously maintained fleet flies luxury tourism, corporate transfers and bespoke charters, alongside critical government work including firefighting, search and rescue, aerial filming and surveillance. We operate from Moorabbin Airport and our Batman Park heliport on the edge of the CBD, and through Par Avion, part of the Microflite Group, from Hobart. We are growing, and we are investing.

Our vision is to set the benchmark for excellence in aviation, and we're clear-eyed about what that takes. We don't just hire the best people; we hire the right people, with the right skills, attitudes and values. Our clients trust us with critical missions and once-in-a-lifetime experiences, and we respond quickly and adapt when it counts. There is nothing average about Microflite, and there is nothing average about the standard we hold ourselves to.

How to apply

Send us your CV and a short cover note. A few honest paragraphs about a service problem you've solved and what changed as a result will tell us far more about how you think and work than a template ever could.

Applications close on 2 October 2026. We'll review applications as they arrive and may interview before the closing date, so if the role interests you, we encourage you to apply early.

Got questions before you apply? Jessica Virk, HR Officer, is happy to have a confidential conversation, reach out at ************@microflitegroup.com.au / 03 8587 9***.

Microflite Group is an equal opportunity employer. We welcome applicants of all backgrounds and are happy to make adjustments to our recruitment process on request.