From a typical working day to the challenges of operating bus tours, Jane Lewis, The Original Tour MD, reveals all
Q: Have you always worked in the transport industry?
A: My career began in the hospitality and tourism industry when I took a job working in a hotel kitchen when I was 14 years old. I have always loved working with people, creating memories and delivering the highest possible standards for products and services. I joined The Original Tour in March this year.
Q: What might a typical working day look like for you?
A: It starts from around 0730hrs with a quick check of emails, before arriving at the office in the Wandsworth Garage.
Once on site it’s time for a few spot inspections of buses during their run out to the London and Windsor tours.
It’s then a quick walk around the garage, through our offices checking with duty staff on the day’s activities. A few hours in the day will be attending meetings with my sales and marketing team, operations team and finance team.
Q: What do you enjoy most?
A: My favourite part of any day is when I have time planned to meet with staff across the business, either on the streets of London where they are selling hop-on hop-off tour tickets at our visitor centre on Cockspur Street, or in the traffic office when drivers are signing on and off shift. It provides the best insight into the business.
Q: What are the more challenging aspects?
A: The tourism business can be quite volatile and dependent upon a number of unpredictable factors, such as the GBP exchange rate, inbound tourism and the weather. We wish we had a sunshine making machine, so our buses would be full every day.
Q: What is your greatest career achievement so far?
A: Without a doubt, this was the launch of London’s first electric double-decker open-top sightseeing bus tour on [routeone/Big Story/17 October].
Q: What aspect of working in transport do you enjoy?
A: Working from an office at the Wandsworth Garage. The overall atmosphere on site is very unique. I am amazed at all of the action that takes place and the sheer resourcefulness of the team involved in planning and delivering our hop-on hop-off tours in London and Windsor.
Q: Have you seen any big changes to customers’ demands?
A: The Original Tour has been a pioneering company since it started in 1951 and has been very responsive to customer needs, such as being the first sightseeing tour offering live guided tours, providing pre-recorded multilingual commentary and the hop-on and hop-off concept.
More recently, the needs have been focused on customers buying habits, that have become more digitalised, so shopping for tours, and making bookings through our website and mobile app.
Q: What is the best piece of advice you have received?
A: Never leave for tomorrow what you can achieve today.
Q: What would your advice be to someone starting out in the industry?
A: Think to the future. Think of the environment, and sustainability. Be creative with the customer journey and remain relevant.
Q: What ambitions do you have for The Original Tour?
A: Adding more electric buses to our fleet. And, diversification so please watch this space.
