About the job 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.