Operations Supervisor

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**

This role is responsible for supervising the Driver, Guide and On Street Sales teams to provide the highest driving standards, entertaining commentary and ultimately ensure that we are providing the best customer experience, and to assist the Operations Managers in all aspects of the day to day running of the London Operation.

To provide a backup for various roles within the Operations Department at the depot in Earlsfield and our Victoria Office.

**Key Areas of Accountability and Responsibility**
- To run the Operational Bus Service on a daily basis, to manage all the operational issues and be the main reference point of communication with regards to service/traffic issues at Terminals and on the AVL.
- To constantly ensure that Big Bus London provides the highest level of customer service including, but not limited to: regularity and reliability of service, staff friendliness and approachability, consistently high quality of guiding (live or recorded commentary) and ensuring that customer information across all channels (web, on street, PBP) is accurate and up-to-date.
- To keep the Big Bus Hub up to date with any issues affecting our bus service and customer experience.
- To mentor, motivate and assess the performance of the team and to identify coaching opportunities for underperforming staff via observations and analysis.
- Assist staff and customers with day-to-day enquiries on-street.
- Sell tickets and promote the company at various locations when required
- To liaise with other departments to ensure best practice, joint working and build relationships.
- To assist training for all new staff.
- To submit written reports for the Operations Manager on all aspects of the operation.
- To attend Operations meetings and to provide insight into the latest market activities to senior management on an ongoing basis
- To keep the Operations Manager up to date throughout the day of developments.
- To liaise with all operational management to improve communication and to identify joint training needs and targets.
- To keep abreast of all competitors’ products and to bring attention to anything that may have an adverse effect on our product.
- To conduct revenue checks on buses throughout the working day.
- To maintain of the on-street policies and procedures.
- To carry out market share counts as and when required
- To carry out run out, run in duties at the depot in Earlsfield and our Victoria Office
- Other ad-hoc duties as required.

**Requirements**:
**Knowledge**
- Extensive knowledge of the Big Bus London sightseeing business and competitors essential
- Extensive knowledge of London is essential
- Knowledge of bus schedules and running a service is preferable
- Knowledge of current legal driver hours and restrictions is preferable

**Skills & Competencies**
- Self-motivation and the ability to interact and build relationships with all stakeholders
- Excellent communication skills both written and oral.
- Ability to Manage Time and Workload Effectively
- Customer Focus
- Strong Problem-Solving Skills
- Confidence in your own ability
- Confidentiality
- Accountability
- Empathy
- Adaptability
- Building relationships
- Ability to motivate and provide leadership to a team
- A sense of humour

**Experience/Qualifications**
- Legally able to work in the UK
- Experience of managing/supervising teams in a sightseeing/tourist environment.
- Experience in targeted sales environment.
- Proficient in Microsoft Outlook, Word and Excel Working Hours and Conditions

**Other information**:
**Five days per week on a rota pattern coverin