Guest Experience Manager

2 months ago

Abu Dhabi, United Arab Emirates THA Staffing Full time

**ROLE RESPONSIBILTIES**
- Monitor and manage floor operation at the venue.
- Manage seamless delivery of the services, staff shifts, absenteeism, and disciplinary actions.
- Reviewing, amending, managing positions to ensure best service is given to visitor, groups, and internal department requirements
- Issue weekly and monthly reports as requested.
- Ensure KPI/SLA requirements are met.
- Create and maintain training schedule and documents for staff onboarding (HSE and SOP implementation training), ensure training implementation and keep record of staff training history.
- Monitor all HSE aspects related to the team and provide reports at the weekly/monthly meeting with venue’s Health and Safety Team.
- Address and escalate any incidents to Venue Management.
- On the ground supervision as well as managerial attendance to meetings with Venue Management team.
- Welcome VIP guests and provide them with tour when required.
- Organise weekly meetings with Venue Management and ensure minutes recording. Ensuring that all instructions are cascaded down to the team.
- Oversee financial activities covered by the ticketing team (cash management and revenue reconciliation)
- Responsible for the usage of devices and equipment belonging to Venue and follow the ICT usage policy.
- Provide ad-hoc reports and business continuity plans (BCP) when requested.
- Replace Guest Experience Supervisor when required.

**ROLE KEY REQUIREMENTS**
- Fluent in English (second language is an asset)
- Min 5 years of Customer Service Experience - Operations, Ticketing, Hospitality
- Excellent team management, and conflict management skills
- Roster scheduling experience
- Cash management / POS experience required.
- Expert usage of ticketing and CRM system required
- Outstanding Managerial skills
- Strong Client Management skills
- Health and Safety Experience and reporting
- Strong communication skills to provide best experience to guests and ensure that Guest Experience staff understands well the instructions
- Ability to handle pressure and last-minute requests
- Strong at training, mentoring, and motivating staff
- Strong reporting skillset
- Experience in quality control and KPIs management
- Capability of developing and implementing SOPs
- Proficiency in word, excel, outlook
- Ability to work on varied shifts, including late nights, weekends, and holidays, if required

**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 personalised care.
- Responsiveness - provide prompt service and be willing to help.

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