Big Bus Tours is the world’s largest operator of open-top sightseeing tours, fuelling the spirit of adventure in 22 world-famous cities across four continents. Beginning its journey 27 years’ ago, with a fleet of only three buses, Big Bus Tours has swiftly expanded to a global fleet of over 400 hundred open-top buses, turning 5 million tourists into explorers, every year. Big Bus Tours operates in London, Dubai, Hong Kong, New York, Las Vegas, Chicago, Abu Dhabi, Budapest, Istanbul, Miami, Muscat, Rome, Paris, Philadelphia, San Francisco, Darwin, Sydney, Vienna, Washington DC, Dublin, Singapore and Los Angeles with a sightseeing concept designed to provide a flexible approach to city discovery. Each open-top bus tour provides a hop-on, hop-off facility at a variety of interesting locations, with complimentary additions to enhance the visitor sightseeing experience. In February 2015, private equity firm Exponent purchased Big Bus Tours, with a shared vision to make Big Bus Tours the number 1 thing to do in each world-famous city. In 2016, Merlin Entertainments PLC became a shareholder, offering a natural synergy with Big Bus Tours and Merlin attractions and experiences around the world. With entertaining guides and commentary and knowledge of the latest events in each city, the Big Bus City Crew leaves every passenger with a story to tell.

Overall Purpose

Manage existing agent accounts, own partner relationships and ensure (a) increase in sales of Big Bus tickets through distribution partners (any business retailing Big Bus tickets to their customers in the city) and (b) increase in attachment rate/revenue for sales of local attraction tickets (where Big Bus would sell the attraction tickets through its distribution network). Manage the transition of in-house system used in the trade and agent network throughout the city.

Key Areas of Accountability and Responsibility

Revenue & Passengers

• To deliver the City retail trade & agent revenue and passenger budget.
• To build the Account Plans for top customers in City & drive great relationships.
• To analyse daily and weekly sales performance and put correction plans in place as needed.
• To lead the agents and trade customer investment and commission plans.
• To be the Off-street expert and input to drive improvement in our on-street operations.

Account Management

• Keeping and building long lasting sales relation with agents.
• Ensure all partners contracts are revised and up to date.
• Ensure all agents follow company sales policy
• Maximization of sales throughout array of partners. Develop a trusted advisor relationship with key partners, customer stakeholders and executive sponsors
• In conjunction with other city teams and Global team, ensure the timely and successful delivery of information to partners according to their needs and objectives

Reporting

• Reporting of sales performance as needed on frequency as needed.
• Reporting of competitor activity and advice on changes as needed to compete.

Customer Satisfaction

• Drive team to improve our customer service satisfaction of our agent and trade customers.

Administration

• Ensuring charging and debts are in control.
• Maintain the in-house system used in trade and agent network with the assistance from Head Quarter.

Knowledge

• Understanding of the local hotel market and local tourism businesses.
• 2 years’ experience + in the sightseeing/tour industry
• Experience in the hotel concierge work would be desired.

Skills

• Proficiency in MS office.
• Good, clear communicator.
• Sales target driver.
• Analysis. Ability to work with data to find insights/trends.

Experience/Qualifications

• Minimum 1 year in sales environment.
• Focus on problem solving based on customers and business needs.
• Proven ability to manage multiple business accounts.
• Experience in delivering support and training to business partners.
• Driver licence.

Competencies

• Communication – Ability to express ideas or facts in a clear and persuasive manner. Convince others to own expressed viewpoint.
• Results Orientated – Consistently delivers required business results; sets and achieves achievable, but aggressive, goals; consistently complies with quality and service standards and meets deadlines; maintains focus on company goals.
• Customer Focus – Exceeding customer expectations by displaying a total commitment to identifying and providing solutions of the highest possible standards aimed at addressing customer needs.
• Strategic and Critical Thinking – Takes account of a wide range of longer-term issues, opportunities and contingencies. Identifies the means of implementing plans in line with the vision and direction.
• Analytical – Effectiveness in identifying problems, seeking pertinent data, recognising important information and identifying possible causes of problems.
• Planning and Organising – Ability to establish efficiently an appropriate course of action for self/others to accomplish a goal.
• Commercial Awareness – Able to understand the key business issues that affect the profitability and growth of an enterprise and takes appropriate action to maximize success.
• Resilience – Able to maintain effectiveness in situations of disappointment and/or rejection.

Budgetary Responsibility

Working with GM on sales budget to create growth year over year.