Big Bus Tours is the world’s largest operator of open-top sightseeing tours, fuelling the spirit of adventure in 19 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 and Washington DC, 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 Rome 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 Rome.
• 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 service.

Key Areas of Accountability and Responsibility

Licensing, Route Planning, and Service Level Excellence

• Create and maintain a competitive advantage for Big Bus Rome through effective route planning and service level delivery.
• Recruitment of a sufficient number of high quality Drivers to cover operational requirements.
• Ensure full adherence to all conditions, obligations and responsibilities of the Service Permit and Operating licence, including any changes in the Rome fleet.
• Ensure Big Bus Rome satisfies all safety requirements for vehicles, the operation, customers and staff.
• To be aware of road closures and service disruptions that are likely to affect the company’s revenue and to devise any diversions necessary.

Cost Control and Optimisation

• Control costs tightly, whilst balancing against service delivery standards and the competitive marketplace, to maximise Rome 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 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.
• Uniform Supply: Management and order process for uniform – input to design; control of costs.

Work closely with the Engineering Manager to ensure:

• Fleet Condition: Rome 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 85% or above on a weekly average. Input to MD and EVP Infrastructure on Rome fleet requirements and new buses.
• Gianicolo  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

• Understand that detail has to be robust and correct to deliver a consistent, premium customer experience. Be proactive rather than reactive.
• GreenRoad: Monitor driver performance, coach and manage performance issues to improve Rome's score. Develop innovative ways to improve driver scores and performance.
• Trip Advisor: Maximise the RomeTA score and ranking through the training of, and communication to, all customer-facing staff including CERs, CSRs and drivers. Ensure all team members understand the importance of TA ratings.
• Customer Service: Maintain a high standard of customer service, ensure fast responses to all enquiries and complaints, and minimise the complaint ration %.

On Street Sales Management

• Optimise on-street sales through daily and weekly tracking of relevant KPIs including sales by point, by CSR, discounting, ATP, attraction revenue, and number of pax.
• Work with CSR and CER supervisors to implement targets and incentives.
• Ensure the Sales Team Leaders are using best practice to maximise performance.
• Implement and hold regular refreshers on the Sales Academy (ELMC) training.
• Recruit a sufficient number of high quality CSRs and CERs to cover operational requirements.
• Manage the 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 provisions do not restrict sales.
• Deliver exceptional customer experiences through leadership of the tour guide product and service.

Risk Management and Safety

• Responsibility for adherence to all health and safety and legal requirements.
• Ensure Big Bus Rome meets its duty of care to customers and staff.
• Implement and hold regular audits of the Big Bus Rome Security Manual policies and procedures.

Leadership & Communications 

• Lead, inspire and motivate the operational team effectively to create engagement and delivery of the best possible Rome results.
• Use a proactive approach, and positive and enthusiastic communication style to deliver Romes goals.
• Keep the team in the communication loop on key issues, and create a culture of continuous improvement.
• 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.
• Have a proactive approach to team development, including coaching and training.
• Act as a key member of the overall Rome leadership team.
• Deputise as and when required for the General Manager.

Knowledge

• Knowledge of the regulatory and legal framework for Rome operations.
• Understanding of the Rome tourism 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

• Minimum 5 years in similar role.
• 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.
• Driven for Results.

Working Hours and Conditions

Monday – Friday 9am 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 Via Nazionale but with a requirement to get out on-street and to the depot regularly.