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 lead, define, and deliver the Big Bus Dublin operational strategy.  To proactively set the operational strategy and direction, taking in to account market dynamics and competitive forces, and to lead and motivate the operations team.
• To oversee the smooth running and delivery of all elements of the Operations function within Dublin.
• This role is the Accountable Manager for ensuring full adherence to all legal and regulatory standards, licensing, health and safety responsibilities, and overall risk management.
• This role also has commercial responsibility for successful delivery of the On Street Sales channel to budget.
• To deliver exceptional customer experiences through leadership of the tour guiding product and service.

Key Areas of Accountability and Responsibility

Licensing, Route Planning, and Service Level Excellence

• Create and maintain a competitive advantage for Big Bus Dublin through effective route planning and service level delivery.
• Recruitment of a sufficient number of high quality Drivers to cover operational requirements.
• Ensure all Licenses are applied for and approved by the NTA in good time, and that Big Bus Dublin holds a current and valid Operator Licence from the Department of Transport.
• Ensure full adherence to all conditions, obligations and responsibilities of the NTA, and RSA including any changes in the Dublin fleet.
• Ensure Big Bus Dublin satisfies all safety requirements for vehicles, the operation, customers and staff.

Cost Control and Optimisation

• Control costs tightly, whilst balancing against service delivery standards and the competitive marketplace, to maximise Dublin EBITDA.
• Use operational agility to flex duty and service levels to respond to demand (e.g. saving opportunities during inclement weather).
• Ensure service level remains competitive and that market share is not compromised due to cost control, unless strategically agreed with the MD.
• Set budget for duty costs.

Equipment, Uniform, and Infrastructure

• Ensure operational excellence across equipment, uniform, and infrastructure – make sure all team members “have the tools to do the job” and that standards are maintained at the highest level.
• Fleet Condition:  Dublin fleet to be “best in class” amongst competitors in terms of cleanliness and condition – complete regular mystery shopper audits and make recommendations for any necessary changes.
• Fleet Availability: Maintain fleet availability at 90% or above on a weekly average.  Input to MD and EVP Infrastructure on Dublin fleet requirements and new buses.
• Uniform Supply:  Management and order process for uniform – input to design; control of costs, in conjunction with HR & Quality Manager
• Main Office - Run Out Room:  Maintain clean, tidy, and professional environment at all times for staff to use (and ready to receive external visitors).
• Bluebell Avenue – Depot and Driver Facilities:  Maintain clean, tidy, and professional environment at all times for drivers and staff (and ready to receive external visitors).
• Stock Control:  Effective management of stock control to optimise costs.

Daily Operational Management

• Use and understanding that the detail has to be robust and correct to deliver a consistent, premium customer experience.   Approach to be proactive rather than reactive.
• GreenRoad:  Monitoring of driver performance, coaching, and management of performance issues to improve Dublin score.  Develop innovative ways to improve driver scores and performance.
• Trip Advisor:  Maximise the Dublin TA score and ranking through training of, and communication to, all customer-facing staff including guides, CSRs, and drivers.  Ensure all team members understand the importance of TA ratings.
• Code of Conduct:  Ensure Dublin team adhere to the voluntary Operator Code of Conduct.
• Customer Service: Maintain a high standard of customer service, ensure fast response to all enquiries and complaints, minimise complaint ration %.
• People Issues – Disciplinary Hearings:  Conduct all levels of disciplinary hearings.

Driver Sales Management

• Daily and weekly tracking of relevant KPIs including sales by point, by driver, discounting, ATP, attraction revenue, and number of pax.
• Work with Sales Manager to implement targets and incentives.
• Implementation and regular refresher on Sales Academy (ELMC) training.
• Manage Revenue Inspector to avoid any revenue leakage, to identify risks, to eliminate fraud, and to complete investigations and disciplinary procedures where necessary.
• Ensure ECR hardware and battery provision does not restrict sales.

Guides

• Deliver exceptional customer experiences through leadership of the tour guiding product and service.
• Recruitment of a sufficient number of high quality Guides to cover operational requirements

Engineering

• Ensure a good standard of product is delivered so that we comply with all legislation and remain the premium operator.
• Work with the Engineering Manager for Dublin to maximise fleet availability, control costs, and ensure all safety standards, testing procedures, inspections, and obligations are adhered to.
• Ensure all necessary documentation is completed and kept up-to-date.
• Deliver efficient stock audit and parts control.

Risk Management and Safety

• Responsibility for adherence to all health and safety and legal requirements.
• Ensure Big Bus Dublin meets its duty of care to customers and staff.
• Work with An Garda Siochána when called upon, to train all staff members in public safety project awareness training operated, and recommended by the Gardai
• Implementation and regular audit of the Big Bus Dublin Security Manual policies and procedures.

Leadership & Communications

• Lead, inspire, and motivate the operational team effectively to create engagement and delivery of best possible Dublin result.
• Use a proactive approach, and positive, enthusiastic communication style, to deliver the Dublin goals.
• Keep the team in the communication loop on key issues, and create a culture of continuous improvement.
• Ensure “the basics” are in place for direct reports, and their teams, in terms of job descriptions, objectives, 121s, and performance management and appraisals.
• Act as a role model, setting the performance bar high for direct reports, and their teams, to deliver under pressure and to meet important deadlines
• Team development:  A proactive approach to team development, including coaching and training.
• Ensure strong succession planning is in place for future health of business.
• Leadership and coordination of regular JCC meetings, with clear minutes and actions.
• Act as key member of the overall Dublin leadership team.
• Deputise as and when required for the Managing Director.

Knowledge

• Strong knowledge of the regulatory and legal framework for Dublin operations.
• Understanding of the Dublin market.
• Understanding of Duty and budget management.
• Knowledge of the legal responsibilities of a PSV organisation.

Skills

• Ability to “flex and pivot” quickly and effectively depending on the strategy and requirements of the business.
• Strong team leadership and motivational skills.
• Strong communicator.
• Ability to establish and maintain effective working relationships with colleagues at all levels of the business, from the most junior to the most senior.
• Ability to work under pressure to tight deadlines with flexible working hours.
• A thought leader – up-to-date with the most relevant industry issues.

Experience/Qualifications

• Certificate of Professional Competence (CPC) for Transport Managers.
• Good level of Maths and English.
• Minimum 10 years’ operations experience.
• Proven experience in managing large teams within fast moving customer focused environment.

Competencies

• Planning and Organising
• Communication
• Leadership
• Problem solving and decision making
• Thrives on new challenges and constantly changing market dynamics
• Commercial awareness and acumen; results orientated: strong focus on exceeding targets
• Integrity and Trust
• High work ethic
• Adaptability/ Flexibility
• Persuasiveness
• Customer Focus
• Innovation/Creativity
• Business Awareness
• Timely Decision Making
• Drive for Results.

Working Hours and Conditions

Monday – Friday 8am to 6.00pm; however due to the nature of role there is a requirement to be available seven days a week depending on business requirements.

Physical Requirements

• Office based at Unit 12 Bluebell Avenue, but with a requirement to get out on-street and be present at the depot on Bluebell Avenue.
• Ability to effectively manage stress levels under pressure.
• Expected to attend a lot of meetings and make regular presentations. This may include overseas travel.
• A high standard of personal presentation is expected.