Guest Engagement Supervisor Job in Dubai | OliOli® Children’s Museum Dubai

Job Responsibilities:

• Provide impeccable service to the OliOli® guests including children, parents, caretakers, and other visitors
• Model appropriate adult-child interactions and exemplary customer service with OliOli® guests and partners; provide leadership on the floor – in alignment with OliOli® core values
• Help nourish and sustain a culture of ‘guest-centricity’, cohesion, playfulness, and positive reinforcement
• Supervise, coach and lead 1-on-1 check-in meetings with OliOli® front-of-house colleagues working on the reception and within the galleries
• Managing team building activities and initiatives on a periodic basis – which are combined with training/conversations/communication etc.
• Conduct daily briefings to ensure that the team is well-informed and ensure seamless communication with all colleagues
• Assessing/evaluating performance on a regular basis in accordance with agreed upon metrics and parameters
• Support the senior team within Guest Engagement in implementing new initiatives focused on enhancing the quality of guest experience
• Actively communicating our values/priorities with the guests and encourage the development of meaningful relationships with our little guests
• Coordinate with relevant colleagues to ensure that OliOli® is clean and safe
• Effectively manage the time of the team (particularly during off-peak hours) to ensure they are productively and satisfactorily engaged
• Create a seamless mechanism to understand, assess, and respond to visitor feedback (positive or negative)
• Pattern recognition in terms of guest complains and proactively resolving those issues; similarly pattern recognition in terms of team issues and proactively solving any problems
• Structured compilation and sharing of the visitor feedback with colleagues to address the complaints raised and avoid similar problems in the future
• Manage scheduling to ensure adequate coverage for all programs/events
• Support the hiring and onboarding process; including interviewing, scheduling and training
• Work with the ‘content person’ to deliver awesome events, activations, and other programs that OliOli® has to offer
• NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job
• Working with other colleagues, proactively contribute to the success of any special events and programs designed to enhance the profile of OliOli® within the community
• Work effectively with temporary staff (many of whom are expected to be students who are not likely to have extensive work experience)
• Perform other duties and be involved in projects and activities that contribute to the achievement of OliOli®’s objectives

Job Requirements:

• Demonstrated interpersonal, organizational, and leadership skills
• Supervisory/leadership experience and ability to effectively supervise and motivate staff
• Ability to manage time, prioritize tasks and balance project demands effectively
• Leadership experience preferred
• Excellent problem-solving skills, commitment to customer service and strong attention to detail
• Ability to handle emergency situations with professionalism and competence
• Outstanding communication skills and ability to coordinate, ensure and troubleshoot customer service and operational needs
• Ability to work with diverse staff and visitors
• Self-starter and self-motivated; thrives working in a team-oriented and collaborative environment
• Lots of positive energy; respectful of diversity; patient and empathetic; friendly; courteous
• Interest and enthusiasm for working with children and families.
• Ability to work with diverse staff and visitors.
• Adaptable to perform a variety of duties.