Visitor Services Supervisor

Visitor Services Supervisor Supervise and monitor the availability of high-quality support and engagement for the visitors, tourists, and residents by providing world-class care and service. Provides an exceptional, and memorable customer experience for visitors to exhibitions, events and programs of the center by means of providing general information and hospitality services. Visitor Service Center Operations Lead Visitor Services by ensuring operations maintain adherence to set service standards and industry best practices. Ensure that the organization is well presented, efficiently organized, easy to use and accessible to tourist and customers. Inform and educate visitors about the relevant religious, cultural and social policies, rules, regulations. Ensure the effective co-ordination of events/activities but not limited to exhibitions, events, venue hire, collections and education groups. Promote Abu Dhabi’s various events and festivals in order to invite and encourage visitors to the site and increase overall visitor satisfaction.Coordination and implementation of daily operations at the Admissions Area, by managing the ticketing system effectively, seeking out visitors and offering assistance to maintain visitor satisfaction. Customer Service Remain abreast of the relevant information and data related to local accommodation, attractions, activities, events and festivals in order to convey high-quality and well-informed recommendations and educational material to visitors. Provide general educational and cultural awareness to visitors through highlighting the significance of key historical sites and tourism destinations Ensure the interests of Abu Dhabi’s visitors and tourists are met by providing guidance that is fitting to their unique needs and requirements. Communicate information to members of the public and respond to enquiries in person, by email and over the phone. Ensure that customers and visitors’ questions and concerns are resolved properly and coordinate with subordinates to deal with challenging customers that require escalation to address all customer needs. Provide guidance and information to visitors using available information systems, Visitor Experience manual, leaflets, timetables, guidebooks and Tourist Service Centre reference kits. Implement highest level of customer service standards and monitor visitors’ experiences and feedback/complains and coordinate with internal and external stakeholders to identify solutions. Feedback Tracking and Monitoring Ensure collection of feedback from visitors, tourists, and residents through surveys and questionnaires to gauge their impressions and satisfaction and the degree of success of certain events. Supervise a database of records, responses, and feedback to communicate findings as appropriate. Record the number of visitors and customers and advise on methods of enhancing visitors’ experience and engagement.Report feedback findings and innovative suggestions to Direct manager.Shared ActivityCarry out any other duties and responsibilities related to the role at the request of the direct manager.Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.Demonstrate compliance to organization’s values and ethics at all times to support the establishment of a value drive culture within the organization.Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.Bachelor’s or Master’s degree in Culture, Business Administration, Marketing, Communication or any other decree within relevant industry. Or the satisfactory degree in other certificates.Experience At least 3 years of experience in Visitor Experience or Team Management role or another experience within similar role or industry. Full professional English and Arabic proficiency both in speaking and writing.Third language trilingual desirable but not mandatory.Skilled in MS Office (PowerPoint, Word and Excel).Administrative skills and attention to detail.Self-motivated with a proven ability to complete work in a timely manner.Expert knowledge on Cross Cultural Understanding, preferably accustomed with UAE best practices.Experience with Hospitality.Experience with Program Management related to Scheduling, Resource Management and innovation.