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

Deliver revenue and passengers for Big Bus in City, and deliver sensational customer experience.

Key Areas of Accountability and Responsibility

Deliver Revenue & Passengers

Maximise revenue from ticket sales by discussing the customers’ needs and selling the right solution.

Deliver  Great Customer Service

• To be the face of our business to the customer on the street.
• To explain the Big Bus product and match the right product to the customer’s needs.
• To manage conflict with consumers and ensure it ends in a positive experience.
• Help customers onto our buses and help with any questions.
• Act responsibly & professionally at all times & safeguards our brand.

Revenue Management

• Handle cash, credit cards properly.
• Process credit card transactions.
• Reconcile revenue with a waybill at the end of each day. 

Onbaord new CSRs

• For Higher grade CSRs to mentor new CSRs to company.
• To show new CSRs the way to operate.

Knowledge

Good knowledge of the City.

Skills

• Self-sufficient.
• Work alone and to own initiative.

Experience/Qualifications

• Communication skills, written and oral.
• Converse in local language essential.
• Other languages are desired.

Competencies

• 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.
• 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.
• Product Knowledge – Understands and explains product features and benefits, understands the full range of products and is able to match the product to the customer’s needs.
• Teamwork and Collaboration – Willing to participate as a full member of a team of which you are not necessarily leader; effective contributor even when the team is working on something of no direct personal interest.
• Communication – Ability to express ideas or facts in a clear and persuasive manner. Convince other to own expressed viewpoint.

Phyiscal Requirements

• 100% of the role is working outside in local weather conditions. The role is working on-street. 
• Ability to get on and off buses.