Visitor Experience & Operations Lead / Natural History Museum, Abu Dhabi

BLR WORLD; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading cultural institution in Abu Dhabi is seeking a Visitor Experience Operations Lead to oversee daily operations and management of staff. The ideal candidate will have strong leadership, organizational, and interpersonal skills, with extensive experience in customer service and crowd management. Proficiency in both English and Arabic is required. This role offers a dynamic work environment focused on enhancing visitor experiences.

Qualifications

• Experience in managing staff and operations in a fast-paced environment.
• Strong multitasking and problem-solving capabilities.
• Extensive experience in dealing with the public and crowd control management.

Responsibilities

• Create/manage staff rosters with Duty Manager.
• Prepare daily and weekly reports on operations.
• Support recruitment, onboarding & training of staff/volunteers.

Skills

Proficient in English

Proficient in Arabic

Strong organizational skills

Excellent leadership skills

Problem-solving abilities

Interpersonal skills

Education

Completion of three years post-secondary education

Job description

Overview

Abu Dhabi, United Arab Emirates

The Visitor Experience Operations Lead is responsible for managing the staff and ensuring the efficient day-to-day operation of the Museum. This role requires supervisory skills, excellent organizational skills, attention to detail, and the ability to handle various responsibilities in a fast-paced environment.

Responsibilities

• Create/manage staff rosters with Duty Manager.
• Prepare reports on attendance, sales & performance.
• Maintain policies, procedures & training manuals.
• Manage staff absence/records on HR systems.
• Monitor inventory & supplies, ensuring timely restocking.
• Coordinate vendors for staff events & special activities.
• Act as communication link between FOH, curatorial, events & maintenance teams.
• Provide admin/logistical support to frontline teams.
• Support recruitment, onboarding & training of staff/volunteers.
• Assist with special projects (exhibitions, upgrades, events).

Requirements

• Language Requirements: Proficient in English and Arabic
• Completion of three years post-secondary education or an equivalent combination of education and experience in areas such as communications, public relations, tourism and hotel management;
• Strong organizational and multitasking skills;
• Excellent leadership and interpersonal skills with the ability to inspire and motivate;
• Strong problem-solving abilities and conflict resolution skills;
• Oversee guest interactions to ensure a memorable and positive experience for all visitors;
• Act as a key point of contact for client when the account manager is off and ensuring smooth communication and coordination;
• Handle escalated visitor complaints, inquiries, and feedback in a professional and solution-oriented manner;
• Track key performance indicators (KPIs) related to visitor satisfaction, operational efficiency, and staff performance;
• Report any incidents or issues and provide feedback to improve service quality;
• Prepare daily and weekly reports on operations, incidents, and team performance;
• Experience: Extensive experience in having worked in a field similar to expositions;
• Demonstrated extensive experience in dealing with public as well as crowd control management;
• Experience in office management and procedures and working with computers;
• Skills: Friendly, approachable, and service-oriented attitude;
• Ability to work in a fast-paced, multi-tasking environment;
• Creating a positive and collaborative work environment;
• Ability to convey instructions, expectations, and updates clearly to team members;
• Mediating disputes and resolving misunderstandings in a professional manner;
• Ability to convey instructions, expectations, and updates clearly to team members.