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Guest Experience Usher

4 weeks ago

Abu Dhabi, United Arab Emirates THA Staffing Full time

**ROLE RESPONSIBILITIES**

Hospitality related:

- Greet visitors in a professional and engaging manner, proactively interact and provide them with useful information and facilities and direct them to the various venue destinations.
- Inform and promote current and new activities at the venue (workshops, events, exhibits, programs and other services) and membership programs.
- Maintain a professional, neat and well-groomed appearance, adhering to venue’s uniform requirements.
- Assist visitors on the navigation of the different multimedia resources located in the venue.
- Handle and direct queries and complaints from visitors as per venue rules and regulations.
- Report any incident to Management Staff
- Meet specific visitor needs, enhance access and encourage return visits.
- Adapt the reception for individual visitors, children, groups, schools, VIPs and people of determination
- Safely store visitors’ personal belongings in cloakroom.
- Report any lost or forgotten items to Security team as per standard operating procedure of the venue.
- Act responsibly for the usage of devices and equipment belonging to the venue and follow the ICT usage policy.

Ticketing related:

- Take care for ticketing desk set up, presentation, cleanliness and monitoring prior to, during and after shift.
- Process payments through a Point of Sale (POS): cash, debit and credit cards, and balance all intakes during shift and before submitting to Management Staff.
- Actively sell admission and event tickets, services, activities and memberships and accurate collation of data related to the visitors

**ROLE KEY REQUIREMENTS**
- Languages**:Fluent in English**

**Bilingual** in any of the following languages **mandatory**: Arabic, Mandarin, French, Russian, Hindi, German and Spanish
- **Exceptional understanding of customer facing service**:

- Previous Cash management / POS experience
- Proficient usage of ticketing software and CRM system is an asset
- Ability to listen actively to visitors and be responsive to their needs and expectations
- Ability to handle large crowds
- Be flexible with last-minute changes and be dependable.
- Excellent communication and presentation skills; confident to present to small groups up to 20 people.
- Multitasking and flexibility to cover different areas of customer experience service.
- Strong understanding of protocol and postures.
- Highly responsible reliable.
- Positive team player with excellent interpersonal skills and conflict resolution.
- Strong interpersonal and problem-solving abilities.
- Maintaining positive and calm demeanor in stressful circumstances
- Experience in dealing with high-level(VIP) guests.
- Ability to endure long periods of standing and frequent walking throughout the shift (including late nights, weekends, and holidays, if required.)
- Willingness to go beyond what is expected

KEY COMPETENCIES
- Reliability - deliver the promised service dependably and accurately.
- Tangibles - provide clean facilities, a warm and inviting environment, and friendly attitude
- Assurance - know where things are and what’s on in the venue.
- Empathy - listen to visitors, paying attention to what they say, and provide personalized care.
- Responsiveness - provide prompt service and be willing to help.

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