Customer Service Officer - Guest Experience

Majid Al Futtaim; Dubai; On-site; AED 56,000 - 84,000; Full time

Job summary

Majid Al Futtaim is seeking a Customer Service Officer - Guest Experience in Dubai to welcome guests, answer questions, promote packages, and process bookings and payments. The role combines service with sales, while upholding food hygiene and safety standards across leisure experiences.

The ideal candidate has a high school certificate, up to 3 years in customer-facing roles, and strong English and basic computer skills.

Qualifications

• Minimum High School Certificate.
• 0-3 years of experience in customer service, F&B, retail, hospitality.
• Basic English proficiency for customer interaction.
• Basic computer literacy for bookings, transactions, and operational systems.
• Willing to follow detailed safety, food hygiene, and operational procedures.
• Team-focused approach with flexibility to support different duties.

Responsibilities

• Welcome customers and provide courteous, professional assistance throughout their visit.
• Respond to questions about attractions, activities, bookings, products, pricing, promotions, and available services.
• Use strong product knowledge to recommend suitable options and help customers make informed purchasing decisions.
• Promote relevant packages and additional services through upselling and cross-selling.
• Process bookings, sales, and cash transactions accurately while following approved payment and cash control procedures.
• Provide correct change and maintain accountability for transactions handled during assigned shifts.
• Address customer concerns promptly and use escalation procedures for complaints.
• Maintain a positive service approach during busy periods and high guest volumes.
• Follow food hygiene requirements when supporting food and beverage service.
• Conduct routine stock checks and report shortages or discrepancies.
• Store equipment, merchandise, and supplies correctly to support safe operations.
• Comply with Health, Safety, and Environment requirements including PPE rules and SOPs.
• Identify and report incidents or safety concerns through correct channels.
• Follow child safeguarding procedures and maintain awareness of customer safety.

Skills

Customer service

Guest experience

Customer engagement

Booking support

Sales transactions

Upselling

Cross-selling

Cash handling

Complaint resolution

Product knowledge

Point-of-sale operations

Food hygiene

Food safety

Stock monitoring

Inventory checks

Equipment storage

Health and Safety

HSE compliance

PPE compliance

Standard Operating Procedures

Incident reporting

Child safeguarding

Basic computer skills

Team collaboration

Leisure operations

Customer communication

Education

High School Certificate

Job description

Customer Service Officer - Guest Experience

Location: Dubai, United Arab Emirates

Industry: Entertainment

Function: Customer Servic

Experience: 0-3 years of experience in customer service, F&B, retail, or hospitality preferred

Job Type: Full-time

Country: United Arab Emirates

City: Dubai

Industry: Entertainment

Function: Customer Servic

Salary: 5000-7500 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.

Gender: Any Candidate Nationality: Any Job Type: Full-time

Role Context: The Customer Service Officer - Guest Experience represents the frontline of Global Snow operations and plays an important part in how guests perceive the attraction. The role combines direct customer interaction with sales, operational support, safety awareness, and basic inventory responsibilities. Effective performance helps create smooth guest journeys, supports commercial targets, reduces service issues, and contributes to a safe and enjoyable leisure environment.

Key Responsibilities

• Welcome customers and provide courteous, professional assistance throughout their visit.
• Respond to questions about attractions, activities, bookings, products, pricing, promotions, and available services.
• Use strong product knowledge to recommend suitable options and help customers make informed purchasing decisions.
• Promote relevant packages and additional services through appropriate upselling and cross-selling.
• Process bookings, sales, and cash transactions accurately while following approved payment and cash control procedures.
• Provide correct change and maintain accountability for transactions handled during assigned shifts.
• Address customer concerns promptly and use established escalation procedures for complaints requiring additional support.
• Maintain a positive service approach during busy periods and high guest volumes.
• Follow food hygiene requirements when supporting the preparation, handling, or service of food and beverages.
• Conduct routine stock checks and report shortages or discrepancies when identified.
• Store equipment, merchandise, and supplies correctly to support safe and efficient operations.
• Comply with Health, Safety, and Environment requirements, including PPE rules and approved Standard Operating Procedures.
• Identify and report incidents, hazards, unsafe behavior, or operational concerns through the correct channels.
• Follow child safeguarding procedures and maintain awareness of customer safety across guest areas.
• Cooperate with colleagues across the operation to maintain service continuity and complete assigned daily tasks.
• Support additional operational responsibilities when required by business needs.

Ideal Profile

• Minimum High School Certificate.
• 0-3 years of experience in customer service, food and beverage, retail, hospitality, leisure, or another customer-facing environment is preferred.
• Strong interest in delivering positive and memorable customer experiences.
• Friendly and outgoing personality with confidence interacting with guests from different backgrounds.
• Good verbal and written communication skills.
• Basic English proficiency for customer interaction and routine workplace communication.
• Basic computer literacy for bookings, transactions, and operational systems.
• Comfortable handling cash and supporting sales activities.
• Able to remain professional when handling complaints or unexpected customer situations.
• Willing to follow detailed safety, food hygiene, and operational procedures.
• Team-focused approach with flexibility to support different duties as operational requirements change.

Skills Set

• Customer service
• Guest experience
• Customer engagement
• Booking support
• Sales transactions
• Upselling
• Cross-selling
• Cash handling
• Complaint resolution
• Product knowledge
• Point-of-sale operations
• Food hygiene
• Food safety
• Stock monitoring
• Inventory checks
• Equipment storage
• Health and Safety
• HSE compliance
• PPE compliance
• Standard Operating Procedures
• Incident reporting
• Child safeguarding
• Basic computer skills
• Team collaboration
• Leisure operations
• Customer communication

Why Join Us

This position offers an entry point into a high-energy Entertainment environment where customer service, sales, safety, and operational delivery are closely connected. Working within a major leisure operation gives employees the opportunity to develop practical customer-facing skills, strengthen commercial awareness, and gain experience within a structured organization serving a diverse international audience.

About the Company

Majid Al Futtaim operates businesses across retail, shopping destinations, communities, and entertainment throughout the Middle East, North Africa, and Central Asia. Majid Al Futtaim Entertainment manages established leisure experiences where guest satisfaction, operational quality, safety, and memorable customer moments are central to daily performance.