Operations Supervisor

Big Bus Tours LTD Miami United States of America Operations
Warning! Vacancy expired

Company Description

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.

Position

Overall Purpose

The operations supervisor assists and coordinates in the management of real-time operations that facilitate the maximization of resources (human and automated) to achieve customer satisfaction, productivity, schedule adherence and economic goals. 

Key Areas of Accountability and Responsibility

  • Responsible for front-line supervision of the operation of Big Bus Tours MIA
  • Opening and closing locations as needed
  • Assist in the day to day management and assessment of Point Controllers, Leads, Drivers and Tour Guides
  • Create schedules and locations for CSRs/Tour guides/Drivers
  • Organize and facilitate the morning and afternoon “Run out”
  • Assess, communicate and assist in resolving operational deficiencies
  • Partner with Human Resources to address unsatisfactory performance of team members  
  • Maintain relationships with union representatives to ensure a coordinated effort to manage employee concerns and minimize filed grievances 
  • Furnish reporting as requested
  • Assists with ECR inquiries, issues, and inventory 
  • Support new hires through supportive coaching and counselling on areas of performance with opportunity for improvement
  • Communicate new hire performance to operations management team
  • Ensure that operations teams are ready for scheduled shift and stationed at assigned locations
  • Uphold standards of company policies; Lead by example at all times
  • Support and ensure supervision of operations team members at each point
  • Promote and sell tour packages and attraction products 
  • Maximize Company revenue through ticket sales
  • Develop team by offering best practices to meet individual, team, and company targets
  • Prioritize and support the front line operations team member’s safety by responding to concerns/needs and assist in a timely resolution
  • Provide customer service including information on routes, directions and assistance choosing the best product 
  • Assist with tracking attendance if requested
  • Help maintain records for department 
  • Provide consistent and timely responses of email and any other form of communication regarding the operation
  • Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of the department and organization
  • Communicates with transparency and timeliness to keep Head of Operations informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
  • Performs other duties and responsibilities as required or requested.

Requirements

Knowledge/Skills/Competencies

  • Extensive knowledge of MIA and surrounding areas 
  • Knowledge of OSHA and DOT requirements.
  • Strong knowledge of Microsoft products (Excel, Word, PowerPoint, etc.)
  • Must have excellent interpersonal skills, professional appearance and demeanour, ability to communicate and interact professionally with staff and customers 
  • Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change

Qualifications

  • Supervisory experience required
  • Knowledge of OSHA and DOT requirements
  • DOT Background required 
  • Familiar with union environment
  • Experience in transportation industry, specifically, bus operations
  • Leadership
  • Integrity
  • Reliability
  • Accountability

Physical Requirements

  • While performing the duties of this job, the employee is required to stand & walk for a long period of time outside.

Other information

Working Hours and Conditions

  • Full Time – Non-Exempt
  • Hours vary depending on business need
  • Must be able to work flexible schedule including holidays