Visitor Services - Team Leader // Zayed National Museum

About the position

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.

Place of work