Position Description:
Gold Coast Tour Guide/Deckhand & Sales Staff
Reports to:
Hub Manager
Summary of the Role:
Tour Guide/Deckhand & Sale Staff members work across multiple areas of the business, including tour guiding, guest check-in, reservations support, and sales. The primary purpose of this role is to deliver a safe, engaging, and memorable experience for all guests while supporting efficient daily operations.
This hands-on position combines safety responsibilities, tour delivery, customer service and revenuesupport through merchandise, photo sales, and third-party tour bookings.
Tour Guide/Deckhand & Sales Staff Job Duties
Tour Guiding/Deckhand & Guest Experience
- Deliver an engaging one-hour land and water tour with clear and entertaining commentary
- Provide exceptional customer service before, during, and after tours
- Manage crowd flow and passenger supervision during boarding
- Supervise children participating in the driving experience and present certificates
Safety & Tour Operations
- Ensure the safety and wellbeing of all passengers at all times
- Assist with passenger boarding, seating, and disembarking
- Support the skipper with operational requirements.
- Maintain knowledge of and comply with the Safety Management System (SMS)
- Participate in monthly safety drills as required
Guest Check-In & Booking Support
- Welcome guests and manage the check-in process efficiently
- Confirm bookings and verify passenger details
- Handle walk-in enquiries and assist with same-day bookings where possible
- Communicate clearly with guests regarding tour times, safety requirements, and expectations
Reservations & Tour Desk Support
- Assist with processing bookings via phone, email, and in person when required
- Provide accurate information about Aquaduck tours, Paradise Jet Boating, Southern Cross Tours and other partner experiences
- Support booking changes, reschedules, and general guest enquiries
- Ensure booking systems are updated accurately and notes are recorded
Sales & Merchandise
- Promote and sell merchandise and photo products to guests
- Process transactions using digital POS systems
- Ensure accurate handling of payments and daily sales reconciliation
- Maintain presentation and stock levels of merchandise
- Provide recommendations to guests based on their interests and travel plans
Reporting & Communication
- Report maintenance issues, incidents, or guest complaints to the Hub Manager
- Communicate effectively with team members to support smooth operations
General Expectations
- Maintain a professional and positive attitude with guests and colleagues
- Support administrative tasks when required
- Assist with additional duties as directed by management
- Contribute to a clean, organised, and welcoming environment
- School Holiday availability – required
Please contact Andrea Stoican if you are interested in this role:
[email protected]
