Guest Service Associate

6 months ago

Al Quoz, United Arab Emirates IEX Recreational Playground Full time

**Position - Guest Service Associate (Curiosity Crew)**

**Executive Summary**
woo-hoo Children’s Museum is a brand concept of IEX Recreational Playground L.L.C. woo-hoo is a state-of-the-art edutainment centre that offers children and their families the opportunity to learn through play. All galleries, and programs are designed specifically for children to explore their innate curiosities in a non-judgmental environment.

Join an amazing group of people at woo-hoo and help their mission to deliver exciting, joyful, differentiated, world-class, and incredibly fun experiences to children that nurture their innate sense of curiosity and exploration.

**Position Summary**
The Curiosity Crew is responsible for fulfilling woo-hoo vision of creating awesome experiences and memories for children. Working within exhibit zones, they act as woo-hoo brand ambassadors, with the primary objective of engaging with all guests in an empathetic, thoughtful and joyful manner.

**Key Duties & Responsibilities**
- **Guest Experience and Service **_
- Be an ambassador for woo-hoo; ensure that every guest’s experience meets or exceeds expectations, specifically through inclusive, culturally appropriate, positive and memorable interactions with a friendly and sincere approach.
- Treat every guest with respect and provide friendly, courteous communication by orienting them to the building and informing them of the exhibit’s areas and programs.
- Provide excellent guest service, and facilitate guests’ experience and journey through a proactive and thoughtful interaction.
- Contribute to a positive, team-based, and “guest-first” culture.
- Manage groups of children from schools, birthday parties, or camp activities.
- Attend to guest queries/complaints. Amicably resolve matters with dissatisfied guests.
- Manage any situation with overcrowding in relation to the maximum capacity of the area or around a particular exhibit.
- Comfortably facilitate and manage exhibit spaces and components.
- Collect and communicate guests’ feedback and suggestions.
- Follow and perform the daily opening/closing protocols and procedures including (but not limited to) routine cleaning, restocking, and preparation of program materials.
- **Exhibits area / Education **_
- Have an honest and comprehensive understanding of woo-hoo philosophy and developmental, pedagogical, and other learning objectives.
- Develop a deep understanding of the learning opportunities for each exhibit/gallery.
- Understand and stay current with the exhibit and program initiatives.
- Participate in training programs designed to enhance interaction with guests in the ‘woo-hoo’ manner.
- Work as a team to ensure that the entire building (and each and every gallery/corner) within the premises is highly presentable (clean, tidy, supplies in proper place, well organised, properly maintained, etc).
- Manage the use, quality, and organisation of consumables.
- **Safety / Security **_
- Provide a safe environment for all guests, specifically for the children.
- Communicate any safety/performance issues regarding exhibits components.
- Adhere to all policies and procedures of woo-hoo
- Assist guests in case of an incident or an emergency situation.
- Take ownership of the safety of the facility and report and follow up on any repairs, or changes needed.
- Attend training and be prepared to perform emergency procedures (i.e. fire evacuation, accident reporting, etc).
- **Other Responsibilities **_
- Working with other colleagues, proactively contribute to the success of any special events and programs.
- Perform other duties and be involved in projects and activities that contribute to the achievement of woo-hoo objectives.

**Qualifications**
- 1- 2 years of experience working with young children (ages 0-12) and their families in recreational settings, afterschool programs or classrooms.
- Excellent communication skills and ability to interact positively with children, adults, and large groups.
- Experience working in a fast-paced, high-volume environment.
- Ability to work with diverse staff and guests.
- Excellent grasp of the English language. Bilingual is a plus.

**Traits & Characteristics**
- Self-starter and self-motivated; thrives working in a team-oriented and collaborative environment.
- Lots of positive energy; respectful of diversity; patient; empathetic; friendly; kind
- Interest and enthusiasm for working with children and families.
- A creative mind.
- Adaptable to perform a variety of duties.

**Physical Demands**
- This position requires the ability to do one or more of the following; Stand throughout the day, sit, walk, bend, and reach above and below shoulder level, carry objects of differing sizes and weights.
- Involves frequent repetitive motion.
- The noise level in the work environment is highly variable, from quiet to loud.
- The working timings include morning and/or evening shifts. Weekends and holidays work are required.
- Uniform/dr

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