Street Team Leader at Big Bus Tours in Washington, DC

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Description

Description:

To manage, motivate, lead and oversee Drivers, Tour Guides and Customer Service Representatives (CSR) and engage with them effectively in order to promote Big Bus Tours.

. Requirements:

WHO ARE BIG BUS STREET TEAM LEADERS?

Individuals that are

Warmly Welcoming

  • Have a genuine approach to customer service
  • Engage city visitors in a friendly and welcoming way.
  • Learn the key motivations of why they are here.
  • Match their needs with our product offering.
  • Complete the interaction with phenomenal enthusiasm and friendliness

Memorable Storytellers

  • For many of our customers, this is their first time exploring the city and they may have many questions, we want our Street Team Leaders (STLs) to provide excellent service answering questions and resolving customers complaints.
  • We turn tourists into explorers and our STLs 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, look professional

Always Entertaining

  • Lets face it, this is sales, and the best salespeople know how to connect with people; Being entertaining and humorous is a BIG plus
  • We are always entertaining, delivering information with flair. A natural communicator with a positive attitude is a must. We want people to enjoy every interaction with Big Bus.

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, in uniform, well groomed.
  • Driven professionals who are dedicated towards achieving the companys vision.
  • Work as a team with our CSRs, tour guides and bus operators to create a flawless experience for our customers.
  • Lead by example and provide support and sales techniques mentoring to ticket agents.
  • Have excellent knowledge of our products and exceptional voucher redemption techniques
  • High regard for integrity and trust

Never Satisfied

  • We want Street Team Leaders who are achievement driven and never satisfied: who are constantly looking for ways to improve their city knowledge, their skills and our customers experience.
  • We are relentlessly pursuing the quest to be the No. 1 thing to do in every world famous city and in order to do that, we want STLs who are always looking to promote and sell Big Bus Tours products.
  • We want proactive, self-starters who are naturally driven to outperform themselves, the competition and maybe even their colleagues.

Key Areas of Accountability and Responsibility


Ticket sales management:

- Leading the ticket agent team by example, providing them with support and sales techniques mentoring

- Promote and sell Big Bus Tours products per company policies and local selling laws

- Maximize company revenue through ticket sales and report any anomalies or frauds

- Supervising agents allocations, assignments and activities

- Excellent product knowledge and vouchers redemption techniques

- Provide excellent customer service and resolve customer complaints

Brand ambassador:

- Employees are responsible for issued company property (i.e. ECR machine)

- Enforce company policy on location, i.e. Standards of Dress & Appearance

Dispatching:

- Being able to read the schedule, dispatch buses and communicate with AVL

- Ensure drivers & guides follow the proper schedule

- Assign breaks to team members; Ensure return from break is timely

- Supervise the implementation of route changes and detours

Reporting:

- Complete a daily report of activity

- Recommend disciplinary action when team members do not follow policy or procedure


To carry out other tasks as reasonably requested by the Operations Manager

Responsible for opening and closing the business when necessary


Knowledge/Skills

  • Knowledge of Washington D.C. attractions
  • Must have excellent interpersonal skills, professional appearance and demeanor, ability to communicate and interact professionally with staff and customers
  • Punctuality and consistent work attendance

Education/Experience

  • Relevant sales & supervisory experience
  • At least 2 years of customer service experience
  • High School Diploma (Associates Degree preferred)
  • Legally authorized to work in the U.S.

Working Hours and Conditions

Typically a 40 hour work week

Environmental Considerations:

  • Employee will be exposed during a shift to constant or intermittent.
  • sounds at a level sufficient to cause hearing loss or fatigue.
  • Employee will be subject to high and low temperatures that result in significant body discomfort.
  • Employee will be exposed to dusts, fumes, vapors, or mists that could affect the occupational health of the employee.


PM19


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