Visitor Services Unit Head

4 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Zayed National Museum | متحف زايد الوطني Full time
Visitor Services Unit Head (UAE Nationals)

Zayed National Museum is located at the heart of Saadiyat Cultural District Abu Dhabi. The national museum of the United Arab Emirates celebrates the rich history, culture and stories of its people from ancient times to modern day.

Job Purpose

This role is essential in creating a world-class visitor experience at Zayed National Museum, ensuring a warm, authentic, and industry-leading standard of hospitality. The Unit Head will manage the Senior Visitor Services Supervisor and the performance of outsourced service provider; ensuring consistent levels of attendance, service provision, and net promoter scores.

Responsibilities

Pre-Opening

  • Work with the Visitor Services Section Head to source and procure the Visitor Services outsourced provider.
  • Work with the Visitor Services Section Head & the HR Department to develop the training programme for visitor services staff and lead on the delivery of the programme.
  • Support the recruitment of the Visitor Services Supervisors.
  • Work closely with the Visitor Services Section Head and Supervisors to develop the visitor experience policies, procedures, strategies, standards and practices.

Ongoing

  • Provide overall management of the operational aspects of the Zayed National Museum on-site visitor experience.
  • Work closely with the Visitor Services Unit Head and Supervisors to monitor the effectiveness of the operation.
  • Manage the response to complaints and queries that have been escalated to management level.
  • Oversee the operational aspects of the on-site visitor experience.
  • Ensure the Visitor Assistants meet agreed standards of presentation, service, safety and security.
  • Support the development and oversee the implementation of visitor experience standard operating procedures.

Required Education / Qualifications

  • Bachelor's degree in a relevant subject, e.g. tourism, art, history, museum studies, arts administration.

Required Experience

  • Minimum of 5 years of experience.
  • At least 3 years of experience leading a visitor services / experience team in an art gallery, museum or tourist attraction.
  • Experience of managing out-sourced service providers.
  • Ability to lead and motivate a team.
  • VIP protocol experience.
  • Fluent Arabic & English.
Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Customer Service and Management

Industries

Events Services, Entertainment Providers, and Museums, Historical Sites, and Zoos

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