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.

Overall Purpose

The main responsibilities for a Point Controller are to assist in the analysis and optimization of routes to maximize efficiency, as well as evaluate and make recommendations regarding schedules. We look for individuals that are…

Warmly Welcoming…

• Have a genuine and receptive approach to team work.
• Engage with Operation Teams in a welcoming and respectful manner.
• Complete interactions with other departments and management with the highest level of patience and self-assurance.

Memorable Storytellers…

• For many of our customers, this is their first time exploring the city. The appearance and performance of our Operation Teams contribute to the overall guest experience and that begins with you!
• We turn tourists into explorers and our Ops Team members are in many cases the first part of the Big Bus Story for our customers. First impressions are important so we expect our team to be properly groomed, always look professional stand out above the competition.

Always Entertaining…

• We are always entertaining, delivering information with flair. A natural communicator with a positive attitude is a must. We want people who engage with their team members and management in an effective way.

Dedicated…

• We are a BIG operation and in order to be successful we need professionals who will be dedicated to this role, how? Be here on time and ready to work.
• We want to be the No 1 thing to do in every world famous city and we need dedicated and driven professionals to work towards this vision.
• Work as a team with our bus operators and tour guides to create a smooth and flawless experience for our customers.
• Learn the key motivation and initiatives of Big Bus in order to achieve goals daily.

Never Satisfied…

• We want Point Controllers who are achievement driven and never satisfied: who are constantly looking for ways to improve their craft, knowledge, skills and leadership.
• We want proactive, self-starters who are naturally driven to outperform themselves, the competition and maybe even their colleagues in friendly competition.
• We want problem solvers who can anticipate issues and take action.

Key Areas of Accountability and Responsibility:

• Directs the day-to-day route operations
• Daily communication and interaction with drivers, ticket sellers and tour guides
• Organizes and conducts activities to ensure safe, cost-effective, on-time operating performance
• Communicates issues with drivers, tour guides, and managers as appropriate
• Monitors radio, telephones, and on-road provision of service for quality service
• Matches trip requests to a route that will ensure timely pick-up from origin or arrival to destination
• Analyze batched trips to ensure they are optimized on the assigned routes
• Maintains an up-to-date listing of buses and assigned drivers
• Ensures ready access to an up-to-date route sheet for each scheduled route
• Ensures that each scheduled route is appropriately covered by utilizing available relief or substitute drivers and/or tour guides
• Maintains cordial and professional working relationships with staff
• Demonstrates a comprehensive knowledge of all facets of driver duties as outlined by DOT regulations
• Assist with ticket sales as needed
• Complete a daily report of activity
• Perform other duties as assigned

Knowledge/Skills/Competencies:

• Extensive knowledge of San Francisco and surrounding areas
• Knowledge of DOT requirements is a plus
• 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
• Works well under pressure
• Team-player
• Communicates clearly and effectively

Qualifications:

• Previous Dispatcher experience is preferred but not necessary.
• Previous experience with Microsoft Office is a plus.
• Must have excellent time management skills.

Physical Requirements:

• Must be able to stand for 8 hours a day
• Must be able to work outside

Working Hours and Conditions:

• Full Time, 5 days a week
• Hours and days vary depending on business need