Big Bus Tours is the world’s largest operator of open-top sightseeing tours, fuelling the spirit of adventure in 21 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 and Singapore, 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

• To provide outstanding customer service to every Big Bus customer.
• To promote and sell tickets for the Big Bus Tour in Rome and for other Rome attractions, ensuring that every potential customer is converted.
• To ensure the smooth running of the Company’s day-to-day sightseeing operation in accordance with the daily schedule and to liaise with the Sales Supervisor/Sales Manager/Sightseeing Manager/Duty Managers – all operational problems should be brought to their attention.
• To play a vitally important role in delivering a tour and service that is unbeatable value for money.
• To ensure that Big Bus is the Number 1 thing to do in Rome.
• To improve the reputation, and increase loyalty and recommendation, through driving positive Trip Advisor reviews from customers.

Key Areas of Accountability and Responsibility

Sales

• To promote and sell tickets for the Big Bus Tour in Rome and for other Rome attractions, ensuring that every potential customer is converted.
• The issuing of tickets to customers and the collection of money (cash, cheque or credit card) due for the tickets.
• The collection and scanning of the company’s pre-paid tickets and tickets sold through third parties (Trade Agents) from the customers, and issuing of a tour ticket.
• The checking of tickets already issued (time, price paid) to ensure that no passenger travels either without paying or without a ticket.
• Cross Sell:  The cross-selling of attractions and other ancillary products that Big Bus offers to enhance the customer experience of Rome.
• Up Sell:  To promote the purchase of higher value tickets such as Premium and Deluxe, explaining the additional value these offer customers over Classic tickets.
• To always represent, advertise and promote Big Bus Tours in a positive manner.
• The ability to work in a professional manner.
• To check customers passports when needed for sale purpose.
• Sales must be performed not only on board our buses but also at the Big Bus stops or any other locations decided by the Company within Rome.

Customer Service

• To provide exceptional customer service by offering a warm welcome and fond farewell to customers, highlighting the products and services on offer, identifying individual needs to ensure they receive the very best value for money from their purchases.
• To understand the Big Bus product and the ability to provide accurate information regarding our product and other products we may sell.
• To entertain and assist customers through the engaging sharing of interesting and relevant information and advice about Rome as a city. e.g. the history, relevant attractions, good food outlets, and good shopping areas.
• Keep up to date with road closures, diversions or special events that affect the service. This is done by reading notices, newsletters, attending briefings.

Revenue Protection

• Cash notes and any other suspicious notes must be checked to ensure they are genuine legal tender.
• Credit cards – The processing of credit card transactions.
• The checking of tickets already issued (time, price paid) to ensure that no passenger travels either without paying or without a ticket.
• The reconciliation of revenue and tickets collected with a waybill (from the ticket machine allocated) at the end of each day.
• Reporting of any suspicious behaviour or activity by customers or staff members.

Reporting

• Drawing any misdemeanours (contrary to the company’s rules and regulations) committed by any other team member (CERs, CSRs - Customer Service Reps, Tour Guides and Tour Bus Drivers) to the attention of the Sales Supervisor, Sales Manager, Sightseeing Manager, or a Duty Manager.
• Reporting serious employee problems to the Sales Supervisor, and acting on appropriate advice given.

Miscellaneous

CERs must also ensure that they are in possession of the following at the start of their duty:

• Immaculate uniform and presentation 
• A ticket machine and belt
• A float
• A bag and folder
• Spare battery and spare rolls
• Pens
• An anti-counterfeiting pen

The contract will be only for the Christmas period (15th December - 6th January).

Knowledge

• Must demonstrate an understanding of written and spoken speak Italian and be fluent in English in order to communicate effectively with customers and colleagues; be able to read and comprehend rules and  any other information placed on noticeboards.

Skills

• Good communication skills; both written and oral.
• Must have the ability to work effectively and competently without close supervision.
• Must have the ability to work positively and effectively with people regardless of background; age, gender, ethnicity etc.  Discrimination of any kind will not be tolerated and will result in disciplinary action.

Experience/Qualifications

• All employees must provide details to confirm eligibility to work in Italy.
• Experience of working in a sightseeing/tourist environment, ideally with some product knowledge to draw upon, would be ideal, but is not essential.

Competencies

• Positive outlook
• Engaging communication style
• A sense of humour

Working Hours and Conditions

Dependent on contract type.  Up to 40 hours per week (working on a rota that includes weekends).

hysical Requirements

This is an outdoor job. You might need to remain on your feet in an upright position for continuous  periods of time under the sun or rain.