Assistant Store Manager Travel

Assistant Store Manager – GoGo Tours

Full-Time | In-Person | Toronto

Overview

The Assistant Store Manager supports the daily operations of the GoGo Tours retail office and plays a key role in delivering excellent customer service, leading the sales team, and ensuring smooth booking operations. This role requires strong communication skills, leadership ability, and deep attention to detail.

All GoGo Tours positions require customer-facing multilingual capability, therefore fluency in Mandarin and Cantonese is required.

Responsibilities1. Store Operations & Leadership

• Oversee daily store operations to ensure smooth, professional, and efficient workflow.
• Support, supervise, and guide sales associates during the workday.
• Assign tasks, monitor performance, and help maintain strong sales discipline.
• Handle escalated customer questions, complaints, or special requests.
• Maintain store cleanliness, organization, and brand presentation.

2. Sales & Customer Experience

• Assist customers with choosing tours, explaining itineraries, pricing, inclusions, and promotions.
• Support staff with complex bookings, special notes, flight preferences, and customer requests.
• Handle VIP customers, sensitive cases, and difficult situations professionally.
• Follow up on leads and support the team in achieving sales goals.

3. Booking & Administrative Support

• Review sales paperwork, invoices, payments, and customer files for accuracy.
• Ensure all required documents are collected (passports, waivers, emergency contacts).
• Coordinate with Operations Team on rooming lists, dietary requests, and pre-departure updates.
• Assist with shift schedules, staff coverage, and workflow management.

4. Staff Training & Development

• Train new sales staff on tours, sales procedures, customer handling, and company policies.
• Review sales scripts, customer communication quality, and booking accuracy.
• Ensure employees stay updated on new tours, pricing changes, and seasonal promotions.

5. Issue Resolution & Problem Solving

• Handle escalations including pricing discrepancies, booking mistakes, cancellation disputes, or documentation issues.
• Investigate issues and work closely with management to implement improvements.
• Maintain calm, professional communication in stressful or urgent scenarios.

Qualifications

• 2–4 years of experience in retail management, travel sales, hospitality, or customer service leadership.
• Fluent in Mandarin and Cantonese (Required).
• Strong English communication skills (written and verbal).
• Proven ability to lead a small team and resolve customer escalations.
• Excellent organizational and multitasking skills.
• Strong attention to detail, especially with invoices, payments, and travel documents.
• Ability to learn and understand international tours and travel products quickly.
• Comfortable working in a fast-paced, customer-facing environment.

Key Attributes

• Hands-on leadership
• Friendly and approachable
• Strong problem-solving skills
• Calm under pressure
• Team-focused and reliable
• Excellent customer service mindset

Benefits

• Competitive salary + monthly performance bonuses
• Travel discounts & opportunities for FAM trips
• Clear promotion path toward Store Manager
• Supportive and collaborative environment

Job Type: Full-time

Pay: From $20.00 per hour

Work Location: In person