Retail Manager – Tourism Industry
Full-time | Based in Surfers Paradise, Gold Coast

Are you a detail-oriented self-starter who thrives in a fast-paced environment, respects their team and understands that staff are a businesses best asset?

Who we are
The Tours and Attractions Group is home to some of Australia’s top tourism experiences:

Aquaduck Gold Coast

Aquaduck Sunshine Coast

Southern Cross Tours

Paradise Jet Boating

We are hiring a full-time Retail Manager to oversee daily operations and provide excellent customer service. This hands-on role involves leading the team directly.

About the Role

To lead and manage the retail operations across Tours Group brands (including Aquaduck and Paradise Watersports), ensuring exceptional customer service, high-performing sales teams, and efficient shop-floor operations. This role drives revenue growth, maintains operational excellence, and fosters a positive, motivated team culture.

Key Responsibilities

Operational & Centre Management

Deliver on sales, expense, and profit targets, including wage budgets.

Ensure stores and visitor centres are professional, welcoming, and competitive in presentation and service.

Implement, monitor, and improve retail systems, processes, and procedures.

Liaise with accounting to ensure accurate and timely daily reporting.

Sales, Marketing & Business Development

Implement marketing plans for retail and shop-floor initiatives.

Support advertising and promotional activities, including upsell opportunities.

Collaborate on website strategy, inventory, and online sales to optimise retail performance.

Develop product bundles and packages for in-store and online customers.

Team Leadership & People Development

Recruit, onboard, and develop shop-floor staff to deliver outstanding service and sales results.

Set staffing levels, budgets, and individual performance targets.

Create and approve rosters and timesheets; oversee leave and attendance..

Design and update job descriptions, responsibilities, and procedures for retail team members.

Develop training, induction, and ongoing coaching programs.

Foster a positive, motivated, and high-performing team culture with clear incentives and recognition systems.

Customer Experience & Quality Assurance

Ensure facilities and operations can meet demand while maintaining service quality.

Review and improve customer service systems and procedures.

Implement Tours Group policies and quality assurance standards.

Respond quickly to feedback and operational issues to maintain flexibility and market responsiveness.

Research & Industry Liaison

Maintain relationships with major industry organisations and partners.

Research and recommend cost-effective equipment, systems, and procedures.

Collaborate with teams to identify and develop new retail products and services.

Reporting & Management

Prepare accurate management reports for senior leadership review.

Actively participate in management meetings, providing insights and recommendations.

Key Competencies & Attributes

Proven experience in retail or visitor-facing operations management.

Strong leadership, coaching, and team-motivation skills.

Commercial acumen with a focus on achieving sales and profit targets.

Excellent organisational, problem-solving, and decision-making abilities.

Strong interpersonal and communication skills with customers, staff, and industry partners.

Ability to work flexibly and adapt to seasonal or operational changes.

About You

You're proactive, reliable, and confident in managing yourself and your teams. With strong attention to detail, you constantly seek improvement for both yourself and those you lead.

Requirements & Experience:

Minimum 2 years' experience in a retail/operational environment.

Proficient with all the main computer programs. Word, excel etc.

Familiarity with OTA systems (e.g., Viator, GYG) and Rezdy booking platform knowledge a plus

Strong written and verbal communication skills

Excellent time management and task prioritisation

If you have a passion for tourism and are eager for a dynamic position where you can develop your skills, then please get in touch with us.

To apply, please submit your resume and a cover letter outlining your experience, skills, and what makes you the ideal candidate.

Note: Only shortlisted candidates will be contacted for an interview.