Operations Supervisor

Evan Evans Tours; England; On-site; GBP 30,000 - 50,000; Full time

Job summary

A leading sightseeing operator in London seeks an experienced Operations Supervisor to oversee daily tour operations and ensure exceptional guest service. The ideal candidate will manage a team, coordinate with suppliers, and maintain operational standards. You will need a strong background in operations management and excellent communication skills. This role involves rotational shifts across weekends and holidays, contributing to the company's high service standards.

Qualifications

• Proven background in operations management and team supervision.
• Strong organisational and prioritisation abilities.
• Excellent communication and interpersonal skills.

Responsibilities

• Supervise the Operations team ensuring guest expectations are met.
• Manage daily tour operations and staff scheduling.
• Collaborate with suppliers for exceptional tour delivery.

Skills

Operations management

Organisational skills

Interpersonal skills

Attention to detail

Guest service

Problem-solving under pressure

Job description

Job Title: Operations Supervisor

Reporting to: Senior Operations and Office Manager

Contract: Permanent

Location: Evan Evans Head Office – 258 Vauxhall Bridge Road, London, SW1V 1BS

Evan Evans is the most established and best reviewed sightseeing operator in London and has been accompanying visitors on city tours and out of town excursions since 1933. Our mission is to provide high quality, immersive sightseeing experiences that showcase the beauty, heritage, and excitement of Britain and beyond. Our offering includes day tours by coach, walking tours, rail trips, private chauffeur & small group experiences, and we also provide tickets to London’s most popular attractions, river cruises and hop‑on hop‑off tours.

Evan Evans is a proud member of The Travel Corporation (TTC) an award‑winning family of 18 brands serving more than 1 million travellers worldwide each year.

Working within a vibrant team in our central London office, the Operations Supervisor is responsible for the smooth running and operation of our tours whilst maintaining a superior standard of customer service in order to achieve the company’s service targets. Working in a team environment, the role is focused on service excellence and being an expert on the product range which will enable us to continue being the highest reviewed day tour operator.

Key Responsibilities and Objectives

• Supervise the Ops team (4 direct reports and 9 indirect reports)
• Oversee daily tour operations, ensuring all services meet guest expectations and company standards.
• Manage staff scheduling and coverage for operational duties.
• Collaborate with suppliers and tour guides to ensure exceptional tour delivery.
• Ensure that all travel documents have been correctly prepared.
• Respond promptly to any operational issues or emergencies once tours are on the road.
• Work closely with the management to ensure we achieve optimum yield on every departure by effectively managing our load factors.
• Monitor venue and road closures and act accordingly.
• Assist with coach and guide allocation.
• Support our transport & logistics team when required.
• Monitor the performance of all our suppliers and tour guides.
• Investigate and address negative guest feedback from emails or review platforms.
• Ensure any lost property is located and returned to the guests in a timely manner.
• Support management in recruiting, training, and developing Operations staff.
• Ensure all Operations personnel represent the Evan Evans brand with professionalism and enthusiasm.
• Serve as a key contact for staff, guides, and suppliers during working hours.
• Assist the Operations and Guest Service managers with additional tasks where necessary as per business requirements.
• Occasionally host escorted tours when needed.
• Maintain an accurate and comprehensive knowledge of the product range.
• Participate in on‑going learning and development activities.
• Proactively suggest improvements to enhance operational processes.
• Collaborate with cross‑functional teams to develop and share best practices.
• Work closely with the Guest Services team to ensure a seamless guest journey.
• Achieve and exceed company KPIs and personal performance targets.

Key Skills

• Proven background in operations management, including people supervision.
• Strong organisational and prioritisation abilities with excellent attention to detail.
• Clear and confident communicator with strong interpersonal skills.
• Self‑motivated and able to thrive both independently and as part of a team.
• Calm and solution‑oriented under pressure.
• Passionate about delivering exceptional guest service.
• Good knowledge of London and Southeast England (desirable).

Working Hours

Rotational shifts, working five (5) days out of seven (7), including weekends and Bank Holidays, as per business requirements.