Help lead Melbourne's #1 small-group touring company 🚐✨

At Go West Tours, we're not your average office, and this isn't an average management role! We're a small, dynamic business delivering Melbourne's best day tours — and our reservations & admin team is right at the heart of making it all happen.

We're looking for a hands-on, proactive Assistant Manager for our Reservations & Administration team. You will step in as second-in-charge to the General Manager, guide our reservations team, handle escalated tasks, and assist with innovative projects that keep the business running smoothly.

What you'll do

Support, guide and mentor the reservations & administration team

Act as the first point of escalation for complex guest or agent enquiries

Take on delegated responsibilities from the General Manager

Assist with implementing new technology and software solutions with a strong focus on AI

Liaise with suppliers and internal teams to resolve issues quickly and professionally

Contribute to process improvements and new ideas that enhance team performance and guest satisfaction

What we're looking for

To succeed in this role you'll need to demonstrate:

Leadership experience — proven supervisory background, ideally in reservations, administration, hospitality, or tourism

A minimum of 1-2 years of leadership or supervisory experience in a professional environment

Excellent communication — fluent English (verbal & written), confident with diverse cultural backgrounds, and skilled in handling sensitive conversations with staff or suppliers

Attention to detail — able to manage multiple tasks calmly under pressure with a focus on quality

Strong investigative/problem-solving skills — thorough in investigating system issues, testing, questioning end-users, and reviewing documentation to identify root causes

Tech-savviness— experienced with reservations/booking or similar systems, proficient in Microsoft Office & Google Workspace, quick to learn new tools (FareHarbor experience a bonus)

AI readiness — beginner-level AI skills with genuine interest in applying AI to your work and helping implement it across the team— if you're resistant to AI, this role isn't for you

Demonstrated practical use of AI tools and technologies with the ability to apply them effectively in a workplace setting

Flexibility & adaptability — comfortable with change, variety, and taking on new projects or tasks as required

Initiative & ownership — a proactive approach to suggesting improvements, innovating, and taking responsibility for your work

Curiosity & creativity — open to trying new approaches, solving problems creatively, and contributing ideas that lift team performance and customer experience

Why you'll love working with us

Travel perks – experience our award-winning tours yourself and access exclusive discounts

Great location – Northcote office with easy access to public transport, safe and secure, free on-street parking

Learning opportunities — access to webinars, conferences, or other training as approved to strengthen specific skills and broaden your expertise

Variety & growth — exposure to a wide mix of tasks and projects, developing skills across leadership, system fluency, project management, and AI adoption

Amazing team culture — a genuinely supportive environment, approachable leadership and quarterly social events

👉 Sound like you?

Here are further details about this role:

Must have full, unrestricted working rights in Australia

This is a full-time position, Monday to Friday, with occasional weekend work

Commitment to a long-term, ongoing role — we're looking for someone who wants to grow with the business

Peak period coverage – full availability required during:

18 Dec – 20 Jan (Christmas/New Year peak)

The 2 days preceding Good Friday – the 2 days following Easter Monday

Rostered hours – shifts fall between 7:00 am – 6:00 pm

Only applications with both a cover letter & resume will be considered.