Big Bus Tours is the world’s largest operator of open-top sightseeing tours, fueling the spirit of adventure in 23 world-famous cities across four continents. Beginning its journey 28 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, Los Angeles and Berlin 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 our customers with outstanding customer service through the knowledge of our products, operations, partnerships and customer service delivery. To maximise company revenue through the appropriate selling of our products and those of our partners.

Key Areas of Accountability and Responsibility

Sales

• Actively approach tourists and potential customers, distribute brochures to passers-by and sell tickets to all interested parties.
• Issue tickets to customers and collect the correct money (cash, debit, cheque or credit card).
• Accept and exchange all vouchers and pre-paid tickets for a valid tour ticket.
• Upsell Partner Attractions and other 3rd party products.
• Achieve or exceed daily sales target.

Customer Service

• 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.
• Be fully knowledgeable about the Big Bus product and able to provide accurate information regarding our product and other products we may sell.
• Give relevant information/advice to tourists to include local attractions, special events, good food outlets, and shopping areas.
• Keep up to date with road closures, diversions and any events that may impact the service.

Revenue Protection

• Minimise losses through careful processing of all monetary transactions.
• Ensure records of all sales, via various channels are maintained and accounted for.
• Check that tickets already issued (time, price paid) are correct, and ensure that all passengers have the correct ticket.

Reporting

• Draw any misdemeanours (contrary to the company’s rules and regulations) committed by other Customer Service Reps, Tour Guides and Tour Bus Drivers to the attention of a Sales Manager, Sightseeing Manager, or a Duty Manager.
• Report incidents, breakdowns and vehicles defects to the Operations Manager, Sightseeing Manager or Duty Mangers as soon as possible.

Miscellaneous:

• Promote the core values of the BBT brand at all times.
• Adhere to all company policies and procedures and local selling regulations.
• Ensure company assets and issued company property is kept safe and well maintained to include: ECR machines, branded brochures and goods.
• Carry out any other tasks as may be reasonably requested.

Knowledge

• Knowledge of the City area and tourist attractions being sold
• Knowledge of competitor products and the differences with BBTL products

Skills

• Can fluently communicate in English
• Ability to work effectively and competently without close supervision.
• Ability to constantly learn and keep up to date on new attractions/products

Experience/Qualifications

• Experience of working in a sightseeing/tourist/leisure environment
• Sales experience
• Face-face customer service experience

Competencies

• Customer service – is able to provide excellent customer service to customers and potential customers
• Approachable - Is easy to approach and talk to, is warm, pleasant, and builds rapport well
• Listening Skills - Practices attentive and active listening; can accurately understand the needs of others
• Communication - Able to communicate and interact with customers and potential customers in English
• Sales / Goal orientated – responds to company goals and initiatives by striving to exceed individual targets

40 hours per week (working on a rota that includes weekends)

Walking/standing for most of shift

Working outdoors