Visitor Services - Team Leader // Zayed National Museum

About the Role

This Visitor Service -Team Leader role is responsible for supervising and supporting a team of Visitor Services Hosts who will be: selling tickets; providing information; monitoring the galleries; operating the cloakrooms; and delivering customer services for our visitors. This position ensures the Host team delivers their objectives and ensures ZNM's visitors receive first class care.

Responsibilities

- Be dedicated to ensuring a positive environment for visitors and staff, ensuring to personally deliver excellent customer service at all times.
- Be present in the public areas, available for staff and visitors, not to be back office based.
- Daily resource planning ensuring all staffing positions are fairly fulfilled and well briefed.
- Coordinating breaks and daily schedules for the team in line with ZNM policy.
- Cash float preparation and distribution. Cash reconciliation.
- Record, report and address any staffing performance issues.
- Ensure the team are working in harmony and have all the tools to perform their duties successfully.
- Initiate performance management conversations with staff in consultation with ZNM and Supplier management.
- Ensure that the ticketing desks, kiosks and cloakroom have all resources to operate without interruption.
- Manage capacities, queues and ensure wait times are made clear to visitors.
- Documenting feedback and resolving complaints.
- Sell tickets, memberships and other services available.
- Monitor and ensure staff are in the correct positions at all times.
- Coordinate with the Duty Manager to resolve any issues, which may involve cross departmental communication.
- Distribute required equipment to the team and ensure it is returned.
- Take part and assist with training sessions.
- Be flexible and willing to cover duties in the event of staff shortages or high customer demand.
- Demonstrate 1st class customer service at all times and ensure the team are following your lead.
- Implement any contingency plans should there be a failure of systems or process.
- Supervise the ticket scanning operation and troubleshoot any issues.
- Run standard reports and circulate as necessary.
- Fulfil any designated emergency procedure role assigned.
- Step up to act as the ZNM Visitor Services Duty Manager role when required.
- Any other duties in line with the department's objectives as requested by the ZNM Management.

Required Experience

- Experience of working in a supervisory position in a customer focused environment
- Experience of selling tickets using a ticketing system
- Strong IT skills and the ability to pick up new software quickly.
- Fluent Arabic and English written and spoken.

Preferred Experience

- Additional language skills are an advantage.
- Experience in museums or tourist attractions.

Education/Qualifications

- Degree-level in a relevant subject, e.g. tourism, art, history, museum studies, arts, administrations.