Visitor Services Duty Manager

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

Job summary

A leading talent consultancy in Abu Dhabi is seeking a Visitor Services Duty Manager for the Natural History Museum. This role involves supervising a team to ensure exceptional customer service, managing ticket sales, and maintaining health and safety standards. Successful candidates will have previous supervisory experience in customer service, be IT proficient, and be fluent in both Arabic and English. A degree related to tourism or arts is preferred.

Qualifications

• Experience in a supervisory role within customer service.
• Ability to quickly learn new software.
• Experience with ticket sales systems.

Responsibilities

• Lead and supervise Visitor Services teams for optimal service.
• Act as main contact for visitor inquiries.
• Conduct daily reports on visitor management and sales.

Skills

Customer service management

IT proficiency

Fluent in Arabic

Fluent in English

Education

Degree in tourism, art, history or relevant field

Job description

JOB DESCRIPTION

Visitor Services Duty Manager // Natural History Museum Abu Dhabi

About BLR:

BLR WORLD is an award‑winning talent consultancy for the culture, entertainment and events sectors enabling organisations to plan staff and operate unique permanent and temporary visitor experiences with the very best people.

Our core services are HR Consultancy, Recruitment, Training and Operations. We find brilliant people create high‑performing teams, design environments and training to help them thrive then manage them seamlessly on the ground. The result One‑of‑a‑kind experiences delivered by energised and enthusiastic teams exceeding the highest standards.

About the Role:

This duty manager role is responsible for supervising and supporting a team of Visitor Services Hosts who will be: selling tickets; providing information; monitoring the galleries; operating the cloakrooms; and delivering customer services for our visitors. This position ensures the Host team delivers their objectives and ensures NHMs visitors receive first‑class care.

Responsibilities:

1. Operational Leadership & Staff Supervision

• Lead and supervise front‑of‑house teams (Visitor Services & Ticketing).
• Oversee staffing attendance performance breaks and schedules.
• Manage cash floats, ticketing resources and staff equipment.
• Conduct daily briefings and ensure a positive work environment.
• Organise and deliver staff training to maintain service standards.

2. Visitor Experience & Customer Service

• Act as the main point of contact for visitors ensuring excellent service.
• Manage visitor flow queues and congestion control.
• Handle complaints, feedback and VIP/special visits.
• Support ticket membership and service sales.

3. Health Safety & Security

• Conduct opening/closing checks and monitor compliance with HSE standards.
• Act as shift lead for operations security and emergency procedures.
• Report and investigate incidents, equipment faults and near misses.
• Implement contingency plans during system/process failures.

4. Administration & Reporting

• Prepare daily reports (visitors, sales, incidents).
• Support training sessions and report staff performance issues.
• Ensure compliance with professional conduct and grooming standards.

Required Experience

• Experience of working in a supervisory position in a customer focused environment.
• Experience selling tickets using a ticketing system.
• Strong IT skills and the ability to pick up new software quickly.
• Fluent Arabic and English written and spoken.

Preferred Experience

• Additional language skills are an advantage.
• Experience in museums or tourist attractions.

Education/Qualifications

• Degree‑level in a relevant subject e.g. tourism, art, history, museum studies, arts, administrations.