Supervisor - Entertainment Operations

Majid Al Futtaim; Dubai; On-site; AED 89,000 - 134,000; Full time

Job summary

Majid Al Futtaim Entertainment is seeking a Supervisor - Entertainment Operations in Dubai to oversee daily attraction activities, coordinate frontline teams, and ensure safe, efficient operations.

The role requires 2–3 years in operations with at least 1 year in customer service, and involves supervising Customer Service Officers, Function Assistants, and Technicians during shifts. On-site work with a focus on guest experience and upselling opportunities.

Qualifications

• Diploma or professional certification in any discipline, or relevant practical experience.
• 2-3 years of experience in a fast-paced operational environment.
• At least 1 year of experience as a Customer Service Officer or Customer Service Representative.
• PIC 2 certification.
• IOSH Management System certification is an advantage.

Responsibilities

• Conduct daily attraction walkthroughs to identify equipment faults and operational irregularities.
• Supervise Customer Service Officers, Function Assistants, and Technicians during shifts.
• Monitor employee schedules and shift rotations to ensure coverage.
• Handle guest complaints professionally and resolve conflicts.
• Guide and motivate employees to achieve operational objectives, including upselling.
• Train new and existing team members in safe operating procedures and service standards.
• Maintain inspection records and documentation; report on maintenance and safety.

Skills

Customer service

Team leadership

Operations management

Education

Diploma or certification

Tools

WCR reports

MCR reports

Job description

Supervisor - Entertainment Operations Job Snapshot

Role: Supervisor - General Operations

Location: Dubai, United Arab Emirates

Industry: Entertainment

Function: Operations-Plant Management

Experience: 2-3 years in operations, including at least 1 year in customer service

Job Type: Full-time

Work Arrangement: On-site

Position Overview

Majid Al Futtaim Entertainment is hiring a Supervisor - Entertainment Operations in Dubai, United Arab Emirates, to oversee daily attraction activities, coordinate frontline teams, and maintain safe, efficient operations.

This Entertainment position supports the delivery of enjoyable guest experiences while ensuring that facilities, equipment, and employees meet established operational standards.

Working closely with the Associate Manager or Manager, the Supervisor will lead Customer Service Officers, Function Assistants, and Technicians during assigned shifts.

Responsibilities include monitoring attraction readiness, addressing guest concerns, developing employees, and supporting commercial performance through product promotion and upselling.

The role requires practical operational experience, customer service knowledge, and the ability to supervise teams in a fast-paced entertainment environment.

Job Details

Country: United Arab Emirates

City: Dubai

Industry: Entertainment

Function: Operations-Plant Management

Salary: Not disclosed

Gender: Any

Candidate Nationality: Any

Job Type: Full-time

Work Arrangement: On-site

Role Profile

The Supervisor coordinates frontline entertainment operations to ensure attractions remain clean, safe, organized, and ready for guests.

The position combines shift supervision, equipment monitoring, customer service, employee training, and operational reporting.

Effective coordination with management and technical personnel is essential to resolving issues promptly and maintaining service standards.

Key Responsibilities

• Conduct daily attraction walkthroughs to identify equipment faults, breakdowns, maintenance concerns, and operational irregularities.


• Report technical issues to the appropriate personnel and follow up on required corrective actions.


• Supervise Customer Service Officers, Function Assistants, and Technicians during assigned shifts.


• Monitor employee schedules, shift rotations, and task assignments to maintain operational coverage.


• Handle guest complaints and service conflicts professionally, working toward timely and appropriate resolutions.


• Guide and motivate employees to achieve operational objectives, including product promotion and upselling activities.


• Train new and existing team members in safe operating procedures, customer service practices, and daily responsibilities.


• Monitor attraction facilities and equipment through operational audits, maintenance registers, and scheduled servicing activities.


• Implement Majid Al Futtaim initiatives and ensure that employees maintain accurate knowledge of available products and services.


• Complete required operational inspections, reports, and documentation.


• Review Net Promoter Score (NPS) feedback and coordinate improvements to address guest experience concerns.


• Examine relevant financial reports, including WCR and MCR, to support operational monitoring.


• Identify opportunities to improve employee productivity, shift performance, and overall service delivery.

Qualifications and Experience

• Diploma or professional certification in any discipline, or relevant practical experience.


• 2-3 years of experience in a fast-paced operational environment.


• At least 1 year of experience as a Customer Service Officer or Customer Service Representative.


• Person In Charge (PIC) 2 certification.


• IOSH Management System certification is an advantage.

Operational Supervision and Attraction Readiness

The Supervisor ensures that assigned attractions are prepared for daily operations and maintained according to established safety and service requirements.

Routine walkthroughs, equipment checks, and operational inspections help identify faults before they affect guest experiences.

The position also involves coordinating with technicians and management to address breakdowns and maintain operational continuity.

Team Leadership and Performance

Managing frontline employees is a central responsibility of this position.

The Supervisor will coordinate shift schedules, allocate responsibilities, and provide practical guidance to team members.

Training and mentoring activities will focus on safe operations, service consistency, product knowledge, and employee performance.

The role also supports commercial objectives by encouraging appropriate upselling and product promotion during guest interactions.

Guest Experience and Service Recovery

The Supervisor will respond to customer complaints, resolve operational conflicts, and support a welcoming entertainment environment.

Guest feedback, including NPS results, will be reviewed to identify recurring service concerns and opportunities for improvement.

Maintaining a clean, safe, and enjoyable attraction environment remains an essential priority.

Reporting and Operational Controls

Accurate reporting supports effective management of entertainment operations.

The Supervisor will maintain required inspection records, review equipment and maintenance documentation, and support financial performance monitoring through WCR and MCR reports.

Operational findings and performance concerns will be communicated to management to support informed decisions and timely corrective action.

Why Join Majid Al Futtaim Entertainment

The position offers an opportunity to develop supervisory experience within an established regional entertainment business.

Employees work in a collaborative operational environment where guest satisfaction, workplace safety, team development, and service quality are important priorities.

The role also provides exposure to attraction operations, frontline leadership, performance monitoring, and customer experience management.

About the Company

Majid Al Futtaim Holding develops and operates shopping malls, retail businesses, communities, and entertainment destinations across the Middle East, North Africa, and Central Asia.

The company operates in 18 countries and employs more than 48,000 people.

Its portfolio includes Mall of the Emirates, Carrefour, City Centre, and VOX Cinemas.

Majid Al Futtaim Entertainment focuses on delivering engaging guest experiences through its attractions and entertainment operations, supported by consistent service standards and operational management.