Operations Team Leader

Miral Experiences; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in the entertainment sector in Abu Dhabi seeks a Supervisor for museum operations. This role involves managing a team to enhance guest experiences through effective staff training and coordination. Candidates should possess strong communication and leadership skills, with a keen insight into operational aspects of service environments.

Qualifications

• Must have excellent communication skills in English.
• Minimum 1-year supervisory experience managing 10+ staff.
• Completed task trainer/group trainer programs desirable.

Responsibilities

• Oversee the operations team to provide outstanding service.
• Manage team training, attendance, grooming, and coaching.
• Ensure safety and performance standards are met consistently.

Skills

Communication

Problem Solving

Analytical Skills

Leadership

Education

Higher secondary education or equivalent

Tools

Microsoft Office

Omni ticketing software

Job description

Job Description
To ensure a smooth and efficient operation. The role impacts the opening, daily operation, and closing of the museum. The role is instrumental in creating unforgettable memories for guests and colleagues.
This position oversees the colleague provision of the experience in terms of queue line management, colleague position placement, and entering/exiting guests, handling guest inquiries, lost and found, complaints, and friendly guest relations.
Job Scope:

• Develop the operations team to provide outstanding service through daily supervision of operations at areas that require assistance.
• Manage a team of front-line colleagues, including their on-the-job training, daily attendance, grooming, coaching, appraisals, and personal development plans.
• Foster a culture of positivity and teamwork within the department, across all levels.
• Schedule breaks and rotate colleagues fairly to ensure position coverage, increased productivity, and colleagues' well-being.
• Coach and discipline colleagues fairly and consistently to motivate and improve performance.
• Ensure adherence to all safety rules and procedures at all times.
• Ensure policies, procedures, and performance standards are followed in the department.
• Maintain a clean and safe operating environment and report deficiencies to management.
• Ensure departmental checklists (e.g., opening and closing) are completed consistently, follow-up actions are initiated, and records are filed properly.
• Handle requests and issues beyond front-line colleagues' scope.
• Update lost & found inventories and prepare items for distribution as needed.
• Train staff on promotions, discounts, and upselling to meet goals.
• Train staff on point-of-sales systems using Omni ticketing software.
• Conduct departmental training and communication briefings as required.
• Use BOS and other reporting tools, including Microsoft Excel, to track attendance and staff performance.
• Handle guest concerns courteously and fairly, providing appropriate service recovery.
• Perform tasks of Immersion guides as needed.
• Respond to and act on web inquiries related to operations.
• Perform other related duties as assigned by management.

Job Essentials:

• Higher secondary education or equivalent.
• Excellent communication skills in English (reading, writing, speaking).
• Proficiency in Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint).
• Good problem-solving skills.
• Analytical skills to identify trends in data.
• Ability to act quickly and think on your feet.

Job Desirables:

• Completed task trainer/group trainer programs or similar training courses.
• Minimum 1-year supervisory experience managing 10+ staff.
• Knowledge of museums, theme parks, and attractions, especially operational departments.