Operations Manager

ABOUT US

Since 2004, Bonza Bike Tours has been one of Sydney’s top tourism experiences, ensuring every guest goes home with amazing memories of their time with us and their time in Sydney.  We are a fun company with a mission to provide the most recognisable, unique and entertaining tours in Sydney. We place great value on customer service and understand the importance of building strong, lasting relationships with our customers, business partners and employees. 

ABOUT YOU

We're a small team ready to take Bonza to new heights. We need someone who is excited to wear many hats in their role and who wants to directly impact the direction and success of our company.

Bonza is looking for an Operations Manager who can demonstrate the following qualities:

• Positive, fun-loving attitude, while consistently performing at a high level
• Flexibility to work in a dynamic, small business environment
• Excellent communicator, composed, and able to think on your feet
• Encouraging, thoughtful, and thankful team member
• Ability and desire to put in the extra effort to get the job done, and done well
• Ability to learn from experiences and apply that knowledge to future actions and decisions
• Ability to plan 3-6 months ahead for large projects and efforts
• Ability to adapt communication style to different audiences and relate to any type of person
• General creativity and ability to come up with new ideas and solve problems on the spot
• Adaptable to a range of work responsibilities, including operational, administrative and managerial
• Spirit of continuous improvement across operations, guest experience and business growth
• Ability to train and teach staff and volunteers

Bonza is looking for candidates with the following experience:

• Minimum 5 years in Tourism, Hospitality, Retail or other customer service-oriented field
• Handling customer enquiries
• Managing bookings 
• Working in external systems 
• Managing staffing schedules
• Taking payments and making refunds
• Teaching/training others
• Keeping a retail shop/office organised and tidy
• Managing inventory
• Hiring and managing a team/volunteers is a plus
   

ABOUT THE ROLE

This role manages across three broad categories: shop operations (including fleet management), team management and partner relations. This encompasses all day-to-day operations, tour guide staff, and customer experience touchpoints. The Operations Manager ensures the organisation runs smoothly and efficiently across all cycles and facets of the business. Hiring, training and managing guide and administrative staff are important elements of the role, including coordinating shift schedules. This role will be trained in the tour process and experience and will be expected to provide tours on an as-needed basis. 

You will curate the content for our social media presence, partner communications and tour material, ensuring timeliness, relevance and cohesion. You will handle all daily financial transactions and reconciliations as well as manage and organise the physical shop and bicycle fleet inventory. Additionally, you will manage all bookings in the Bonza booking system and external partner systems as well as respond to customer and partner enquiries: in person, on the phone, and via email. 

With a strong internal support structure, you will have the autonomy to manage operations effectively and efficiently.  This role is expected to identify areas for improvement, recommend adjustments and implement new processes. You will work closely with our Financial Controller and report directly to the owner of Bonza Bike Tours.

This role is a full-time position (five days per week including some weekends and public holidays). You will be based at our Bonza Bike Tours shop at 30 Harrington Street, The Rocks, NSW 2000.  Various events will likely take you to other parts of the city on a regular basis.

Physical Condition

Applicants should be capable of cycling 15-35 km per day (1 to 2 tours) with a 5 kg backpack, along with other physical requirements necessary to assist tour guests (loading/carrying bikes, etc.). Maximum lift required is about 25 kg.

COMPENSATION

Annual Salary: The salary range for this position is $80,000-$90,000 plus superannuation at the statutory rates

Bonuses: There is potential for a bonus/profit sharing program after 12 months of employment

APPLICATION INFORMATION

Please forward resumes to “Manager” at ***********@bonzabiketours.com and include the following information:

-       A brief description of why you want to become Bonza Bike Tours’ next Operations Manager

-       Your availability to start a new role

-       CV with contact information