We have an opportunity for an experienced tourism specialist to join our growing organisation.
This is a varied, hands-on position within a fast-paced tourism operation with a strong focus on delivering outstanding customer experiences. As a Supervisor, you’ll work across three key areas, supervising shifts, tour guiding, and reservations, helping ensure every guest has a safe, smooth, and memorable experience from arrival through to departure.
You’ll lead from the front on the floor, support the team during busy periods, handle guest enquiries, and step into guiding or desk duties as needed. This role suits someone adaptable, proactive, and passionate about customer service in a dynamic environment where no two days are the same.
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Aquaduck is an icon of the Gold Coast and now operates in Surfers Paradise and Mooloolaba providing a unique and exceptional land and water experience for locals and visitors. Part of the Tours Group we also operate:
Southern Cross Tours has showcased the Hinterland to the world for more than 25 years, operating small group immersive touring experiences where our customers can connect with nature, and Paradise Jet Boats. The original and best. Over 20 years experience offering thrills and spins with the best boats on the coast.
We are looking for an expert, who is a strong communicator, adaptable, extremely well organised and has sound knowledge and experience in reservations systems. Preferably Rezdy.
Key Responsibilities Customer Experience & Service
• Deliver exceptional customer service at all stages of the guest journey
• Welcome guests, assist with enquiries, and ensure smooth check-in processes
• Handle guest feedback and issues calmly, professionally, and efficiently
• Support the team to maintain high service standards
Team Leadership & Support
• Train new staff members and help them reach performance standards
• Coach team members on guest service, safety procedures, and sales
• Lead by example on the floor and support the team during peak periods
Operations & Venue Standards
• Assist with daily operations across tours, check-in, and guest flow
* Ensure venue cleanliness and presentation standards are maintained
* Step in to support any area of the operation when needed
Shift Leadership
• Act as Manager on Duty when required
• Provide reliable leadership on weekends and busy periods
• Support team coordination to keep operations running smoothly
Sales & Guest Engagement
* Promote photos, merchandise, and partner experiences
* Encourage upselling through positive guest interactions
* Support team sales performance through example
What You Will Bring
* Experience in tourism, hospitality, attractions, or customer-facing environments
* A strong passion for customer service and guest experience
• Confidence leading and supporting a team
• Excellent communication skills, both face-to-face and via phone/email
* Ability to stay organised while balancing desk tasks and floor work
* A proactive attitude and willingness to step in where needed
• Sales awareness and ability to promote products and experiences
• Availability to work weekends and school holidays is essential
• Flexibility (longer days) during peak periods and school holidays
• Comfortable working outdoors in an active role