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Job Descrption

TOUR GUIDE

Location: London

Department: Operations

Reports to: Operations Manager

Overall Purpose

To always provide the highest standard of 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.

To also provide the highest standard of customer service at all times.

Area of Accountability 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.

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.
• Voice - You must be heard clearly by large groups of people.
• 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.
• Confident Character
• Integrity and Trust
• Adaptability and Trust
• A sense of humour
• Teamwork - the ability to work within a team and contribute at all times with

Experience/Qualifications
• Excellent Oral communication skills is essential. Must demonstrate an understanding of written and spoken English in order to communicate effectively with our customers.
• 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
• All employees must provide details to confirm eligibility to work in the UK

Working Hours and Conditions
• 8 hours per day
• 5 days per week
• Must be able to work in all weather conditions
• Start/finish times and locations flexible to suit needs of the business.
• Weekend working is essential

Physical Requirements
• Must be fit enough to lead our walking tours throughout the given route
• Requirement to conduct guided tours
• A high standard of personal presentation is expected.

Benefits:
• Flexitime

Schedule:
• Weekend availability

Ability to commute/relocate:
• London: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Application deadline: 04/10/2024
Reference ID: Tour Guide
Expected start date: 04/11/2024

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