Role Overview:
Bus Captains are responsible for ensuring a safe, comfortable, and enjoyable journey for passengers
on intercity routes. The Bus Captain oversees all non-driving operational duties, ensures passenger
satisfaction, and addresses any issues during the journey. As the face of the company, Bus Captains
play a key role in enhancing customer experience, maintaining safety standards, and representing
OurBus India's values.
Key Responsibilities:
1. Customer Service:
Greet passengers warmly and assist them with boarding, seating arrangements, and luggage.
Answer passenger inquiries regarding routes, destinations, and services.
Provide clear announcements regarding the trip (stops, duration, safety, etc.).
Ensure all passengers are comfortable and have their needs met throughout the journey.
Assist elderly, differently-abled, or special needs passengers as required.
2. Safety and Compliance:
Ensure passengers are aware of safety regulations, including the use of seat belts and
emergency exits.
Conduct pre-trip safety briefings and check the bus for any hazards or issues.
Monitor and enforce safety measures, including seatbelt usage and maintaining order in the
bus.
Ensure compliance with legal and company-specific safety standards throughout the
journey.
Assist in handling emergency situations (e.g., breakdowns, accidents) by following company
procedures.
3. Operational Duties:
Check passenger tickets and confirm seat reservations.
Handle any operational issues such as seat disputes, or luggage concerns.
Communicate with the driver to ensure smooth operation and adherence to the schedule.
Keep track of trip records, including the number of passengers, any issues, or feedback
during the journey.
Report operational problems to the management team (vehicle issues, route delays, etc.).
4. Problem-Solving and Conflict Management:
Address passenger complaints and resolve conflicts in a calm, professional manner.
Mediate any issues related to seating, luggage, or disturbances during the trip.
Escalate serious concerns or challenges to Senior Bus Captains or the Operations Manager
when necessary.
5. Ensuring Comfort and Cleanliness:
Ensure the bus remains clean and presentable throughout the journey, conducting checks
before and during stops.
Distribute amenities such as water, blankets, or entertainment options, as per company
policy.
Ensure that all facilities (e.g., restrooms) on the bus are maintained and functional.
Key Skills & Competencies:
Customer Service Excellence: Strong communication and interpersonal skills to ensure
passengers feel welcome and supported.
Safety Consciousness: A good understanding of safety protocols and the ability to enforce
them.
Problem-Solving Ability: The ability to handle difficult situations with passengers, quickly
identifying solutions.
Time Management: Ability to adhere to schedules and ensure passengers board and depart
on time.
Cultural Sensitivity: Understanding and respecting the diverse backgrounds of passengers.
Physical Fitness: The ability to assist passengers with luggage and move around the bus for
checks.
Attention to Detail: Ensuring all passengers are comfortable and that the bus is clean and
functional.
Leadership Qualities: Confidence in managing the bus environment and handling passenger
expectations.
Navigation Skills: Familiarity with routes and the ability to adapt to route changes or traffic
conditions.
Requirements:
Minimum of a high school diploma or equivalent.
Prior experience in customer service, hospitality, or public transport is preferred.
Ability to communicate effectively in Hindi and English; knowledge of regional languages is a
plus.
Basic knowledge of safety protocols and first aid is an advantage.
Ability to work in a team with the driver and other staff.
Flexibility to work long hours, including weekends and overnight journeys.