Role at Kidzania Auh

**“Every single member of our organization adds a great value. Emaar is not a collection of talented individuals, but a team of great pooled talent.” - Mohammed Alabbar**

**ABOUT THE COMPANY**

Emaar Entertainment has a unique portfolio of attractions that are truly innovative and transcend just entertainment or leisure. Its assets include some of the city’s most unique entertainment venues including Dubai Aquarium & Underwater Zoo, Dubai Ice Rink, KidZania®, VR Park & Digit. Highlighted by its philosophy to ‘inspire joy’, each attraction opens a door to an exceptional world of excitement for visitors.

KidZania®, is an innovative children’s ‘edutainment’ concept, provides a safe and realistic educational environment for children. Learning and entertainment combine perfectly in a 7,000 m2 scaled replica of a real city. KidZania is packed with over 70 role-playing activities for children aged 2-16, where they’ll learn all about jobs, money and the real world while developing life skills.

**ABOUT THE FUNCTION**

The Establishment Team is responsible for the functions, standards in services and image set in every establishment, monitors the movement of staff, materials, supplies, uniform and equipment. Ensures smooth execution of the activities and provides excellent experience to kids of all ages and general guests.

The job holder, is also responsible for the daily operation of the establishments within their work area, monitoring Zupervisor performance and manage day-to-day operational occurrences.

**WHAT YOU WILL NEED TO SUCCEED**
- Minimum 3 year of Customer facing role experience including cash handling.
- Minimum 2 years of Customer/Guest Service experience gained preferably in a leisure or retail environment. Need at a minimum to join the team.
- School completion + 1year certificate course/diploma.
- Excellent verbal and written communication skills.
- Knowledge of MS Office.
- Fluent in English.
- Strong leadership skills, guest focus and open-minded.
- Experience in operations and/or customer service is essential

**PERFORMANCE DRIVEN CULTURE; WHAT WILL YOU BE MEASURED AGAINST**
- Guest satisfaction
- Employee satisfaction
- Average activities/establishment per guest per visit
- Cost reduction
- Holds staff briefings.
- Follows biometric rules and is interactive and updates with current information.
- Ensures the opening and closing checklists of the establishment are legibly completed, any revisions implemented, variances reported and ensures the Zupervisor performs the activity according to the script.
- Guides customers and maintains protocols when dealing with VIP guests.
- Encourages staff to achieve establishment attendance targets.
- Monitors cleanliness of the establishments and ensures consistency with the standards.
- Follows up and carries out the schedule of all establishments, monitors the performance scripts and checklists
- Supervises the establishments' overall operations by doing random checks and giving feedback to staff.
- Ensures exceptional quality of experience for all customers.
- Acts as the ambassador of the brand for the establishment represented.
- Ensures the reconciliation of KidZos transactions are accurately completed at the end of shift in compliance with the policy.
- Maintains and monitors the highest grooming standards and follows process flow for uniforms.
- Coordinates the daily inventory of consumables and supplies for the establishments within work area and report any lack of stocks.
- Sets-up establishments within work area with materials, accessories, uniforms prior to opening time and ensures that the assigned establishment is always clean.
- Guides and supports all Zupervisors in their performance delivery to meet the required standards.
- Report any incidents, complaints, failures, shortage of materials, media or legal queries to the Establishment Coordinator immediately.
- Keeps control of visitor attendance manually in case of system failure and aims to achieve attendance targets for the establishment.
- Performs additional tasks when instructed by Coordinators/Duty Manager from time to time.
- Deals with guests in a polite and courteous manner and answers all queries in a professional manner.
- Coach and monitor Zupervisors adequate performance regarding dynamics, operation, control, security, service processes and attitude in general.
- Monitor Zupervisors constantly to identify improvement in service attitude, treatment to visitors and dynamics performance.
- Will work within the establishment animator role when required.

**WHAT WE BELIEVE IN**
- Put Customer First
- Drive for Results
- Learning
- Resilience
- Adaptability