Visitor Experience Team Member // Natural History Museum Abu Dhabi

About BLR:

BLR WORLD is an award-winning talent consultancy for the culture, entertainment and events sectors, enabling organisations to plan, staff and operate unique permanent and temporary visitor experiences with the very best people.

Our core services are HR Consultancy, Recruitment, Training, and Operations. We find brilliant people, create high performing teams, design environments and training to help them thrive, then manage them seamlessly on the ground. The result? One-of-a-kind experiences delivered by energised and enthusiastic teams, exceeding the highest

About the job:

To ensure every visitor enjoys an exceptional, welcoming, and memorable experience by providing accurate information, professional assistance, and genuine hospitality. The Visitor Experience Team plays a key role in representing the values of the institution, placing the guest at the heart of every interaction and supporting smooth daily operations across various service points, including the information desk, membership desk, cloakroom, multimedia guide area, and survey stations.

Key Responsibilities:

• Provide Outstanding Customer Service: Greet and assist visitors in a warm, professional manner, ensuring all guests feel welcomed and valued.

• Deliver Accurate Information: Offer clear and confident information about exhibitions, facilities, events, and programs.

• Support Visitor Operations: Manage visitor flow and assist across assigned service areas such as the information desk, cloakroom, multimedia guides, or membership desk.

• Handle Inquiries and Concerns Professionally: Listen actively, resolve minor issues promptly, and escalate complex matters appropriately to supervisors.

• Visitor and Trade Sales : handle transactions for all types of museum commercial activities including tickets, tours, guides, memberships, bundles)

• Promote Museum Services and Memberships:

• Encourage engagement by highlighting membership

  benefits, programs, and upcoming events.

• Maintain Records and Data Accuracy: Ensure precise entry and management of visitor information, sales, and survey data.

• Support Technology and Equipment: Assist visitors with multimedia guides and troubleshoot minor technical issues to enhance the digital experience.

• Collect and Report Visitor Feedback: Administer

  surveys and record insights to help improve the overall

  visitor experience.

• Protect Visitor Belongings: Manage the secure storage and retrieval of personal items with integrity and care.

• Collaborate Across Teams: Work closely with fellow team members and other departments to ensure a seamless guest journey.

Core Skills:

• Strong communication and interpersonal abilities
  
• Customer service and visitor-focused mindset
  
• Problem-solving and conflict resolution
  
• Sales and upselling techniques (for membership promotion, ticket and tour sales and other commercial activities)
• Data entry, record keeping.
  
• Basic IT and technical troubleshooting
  
• Organizational and time management skills
  
• Accuracy in handling directions, queries, and visitor feedback

Soft Skills:

• Approachability and patience
  
• Professionalism and integrity
  
• Reliability and accountability
  
• Adaptability under pressure
  
• Teamwork and collaboration
  
• Attention to detail and accuracy
  
• Calmness in busy or high-volume periods
  
• Initiative and enthusiasm in enhancing the visitor experience

Qualifications and Experience:

• Diploma or degree in Hospitality, Tourism, Communications, or a related field
  
• Previous experience in customer service, front-of-house, or hospitality roles
  
• Multilingual ability (advantageous)
  
• Familiarity with museums, exhibitions, or cultural institutions is a plus