Tour Guide

Big Bus Tours is the world’s largest operator of open-top sightseeing tours, fueling the spirit of adventure in 25 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 Berlin, Munich and Boston 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**

To always provide the highest standard of customer services and Guided Tours at all times whether on the Bus, Walking or Private Hires and to ensure customers are receiving the best customer experience possible at all times.

**Key Responsibilities**

**_ Walking Tours _**

To guide a variety of Walking Tours on a daily basis, to ensure knowledge is always up to date and current.

**_ Bus Tours_**

To provide customers with entertaining, informative and accurate guided bus tours.

**_ Bespoke Tours and Private Hires_**

To adapt your abilities where needed to guide our bespoke tours and Private Hires throughout the year. To be willing to learn scripts and additional information when needed.

**_ Product Knowledge_**

To ensure you always have the highest possible standard of product knowledge and keep up to date with changes which are implemented throughout the year. To ensure you are up to date daily with diversions or issues occurring that affect the service & product.

**_ Safety _**

To ensure at all times that customers are safely escorted on walking tours and are familiar with/informed of any potential hazards. (For example, we drive on the left). Also, you must report any problems or issues to your supervisor.

**_ Time Keeping_**

At the start of your working day, you must “Sign On” at your departure point before your given time. You must ensure that all items you require for your tour are ready and on bus tours that the microphone / audio is working correctly.

**_ Flexibility_**

Be prepared to help out on street if required and when not on scheduled break times or required to Guide and to use a ticket machine to validate customers vouchers when at stops or on the bus

Ad Hoc duties as and when required

**_ Customer Service _**

To provide the highest level of customer service at all times.

**Requirements**:
**Competencies**

**_ Knowledge _**:

- Must have a sound knowledge of the history, traditions and cultural heritage of London. Must maintain the ongoing study of contemporary and future events.

**_ Customer Service_** - Must provide exceptional customer service. You must be friendly and welcoming. You must be able to deliver service information and products offered by Big Bus including attraction tickets and offers.

**_ Presentation_****:

- Must maintain an excellent standard of personal appearance; be clean, smart and tidy while wearing company uniform throughout your working day.

**_ Verbal Communication_** - You must be heard clearly by large groups of people. Must demonstrate an understanding of written and spoken English in order to communicate effectively with our customers.

**_ Diversity_** - **The concept of diversity encompasses acceptance and respect. Your commentary should not be crude, offensive or derogatory. Personal, political or religious opinions should play no part in how you deal with any passengers/customers or people you meet during your working day.

**_ Teamwork_** -** The ability to work within a team and contribute at all times

**Other requirements**
- Confident Character
- Integrity and Trust
- Adaptability and Trust
- A sense of humour
- Successful completion of in-house training essential
- Historic knowledge of London an advantage
- Previous walking tour experience an advantage
- Must be able to work effectively without close supervision
- Must have the ability to work effectively with people
- Must provide details to confirm eligibility to work in the UK

**Other information**:
**Working Hours and Conditions**
- 8 hours per day
- 5 days per week