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

Our concierges are the point of contact for the needs of guests in order to have a more pleasant stay. This role allows you to share your love for the City by the Bay while working in a fun hotel environment. As an agent for Big Bus you will book a wide selection of tours and activities for guests of the hotel while making commission on each activity sold.

Within our various hotel contracted desks program, the rules of engagement and conduct for each concierge team differs depending on level of service required. Most importantly, a high standard of professional decorum and appearance must be maintained at all times.

Key Areas of Accountability and Responsibility

• Detailed and intimate knowledge of San Francisco and surrounding areas is a must.
• Providing information and/or answering questions about local area attractions and things to do.
• Coordinating all guest requests in house or over the phone for special arrangements or services in a courteous and efficient manner.
• Managing and resolving all guest complaints and compliments in a professional and courteous manner.
• Maintaining an up to date working knowledge of all property amenities as well as any special events.
• Ability to sell our products as well as our partner’s products within our system.
• Ability to reach sales goals and targets.
• Ability to multi-task in a high-profile, high-traffic environment.
• Ability to occasionally move objects (lift, push, pull, balance, carry) up to 30 pounds. (Note: if object is too heavy our concierge are required to ask for assistance.)

Knowledge

• Understanding of the local hotel market and local tourism businesses.
• Experience with the local hotel industry is a plus.

Skills

• An operational knowledge of desktop computer. (email, Excel, Word, etc.)
• Customer service skills and some sales experience
• Excellent verbal communication skills

Experience/Qualifications

• High School Diploma (Associate's Degree preferred)
• 2 years customer service experience
• Efficiency in communication (both verbal and written)
• Legal to work in US
• Multilingual preferred but not required

Working Hours and Conditions

This is a full or part-time, year-round position with regularly scheduled shifts but it does require flexibility in scheduling, working weekends and holidays as needed.

Physical Requirements

Long periods of standing