Position: Assistant Guest Engagement Manager
Location: Dubai, UAE
Executive Summary
Join an amazing group of people at OliOli® and help their mission to deliver exciting, joyful, differentiated, world-class, and incredibly fun experiences to children that nurture their innate sense of curiosity and exploration.
OliOli® (means ‘joy’ in the Hawaiian language) is a multiple award-winning contemporary children’s museum that opened to rave reviews in 2017. Founded by a group of parents who are passionate about open-ended non-judgmental play, OliOli® entails 8 interactive galleries comprising over 45 hands-on exhibits.
The awesome team at OliOli® comes from over 18 countries. Find out more information about OliOli® @ www.olioli.ae or www.instagram.com/olioliuae.
The Assistant Guest Engagement Manager will be a member of the senior team leading the guest engagement efforts at OliOli® Dubai. Among other things, they will be responsible for (a) all aspects of guest engagement and satisfaction including continuously strengthening and actively leading/inspiring a team of 15-20 frontline professionals, (b) supporting the implementation of different programs on a periodic basis, and (c) contributing to a culture of flawless execution of guest experiences and continuous improvement.
FOUNDERS’ BACKGROUND
We are young parents who have been blessed to follow our dream. Our dream is for children to be happier, more creative, more imaginative, more informed, inspired, aware, balanced and amazed. We aim to see joy on the faces of children.
KEY DUTIES & RESPONSIBILITIES
Guest Engagement / Satisfaction:
· Act as the ‘Duty Manager’ on the floor and take full control of the museum operations on those occasions
· Take full ownership of leading all aspects of guest engagement / satisfaction
· Ensure that all children/guests visiting OliOli® have an awesome and memorable experience through a highly talented, effective, kind and committed frontline team
· Guest feedback:
o Accurately measure and respond to guest satisfaction on a periodic basis:
§ Effectively collect information from guests to understand how they spend their time in the space and how we can improve that experience – through (a) reviews (b) frontline team and (c) guest interactions
§ Spend time on the floor, particularly during special program implementation to understand guest feedback and address it as appropriate
§ Structured compilation and sharing of the guest feedback with colleagues to address the complaints raised and avoid similar problems in the future
o Identify any patterns/systemic issues in relation to guest dissatisfaction – and resolve them in an optimal and appropriate manner
o Check the various virtual platforms where guests provide their feedback and respond to guests as appropriate/required
· Based on guest feedback, identify galleries/programs which require new/additional content and resources
· Ensure that the frontline team is well-equipped to engage with different types of group visits, including field trips and birthday party visits
Leadership:
· Ensure that the team has a thorough understanding of why OliOli® exists, and why we do what we do
· Recruit/develop ‘superstar’ facilitators as part of the frontline team
· Contribute towards a positive, genuine, team-based, “guest-first” centric culture
· Keep team morale high through a) recognizing star performers b) encouraging and enabling others to outperform c) sincerely caring for their development and growth d) having informal gatherings for team building activities, etc.
· Supervise and oversee the performance of the frontline team; assess/evaluate and provide constructive feedback regularly with a continuous focus on their development and on improving guest satisfaction
· Bring positive energy to the floor, and inspire the frontline team to ensure that kids/guests are having an amazing time
· Develop + implement a training calendar for the frontline team that enables them to excel at engaging with guests in a meaningful way; bring in experts as/when appropriate + necessary
· Ensure and enable transparent/effective communication within the team
· Address team concerns, constraints, grievances in an empathetic and compassionate manner
Implementing the creative calendar:
· Create the execution framework to deliver a variety of creative programs throughout the year
· Develop a solid understanding of the programs and prepare the execution plan on a quarterly basis; prep the team and ensure they have clarity/visibility of expectations from them in relation to the programming activities
· Work with local colleges and other institutions to identify and create a pool of part-time talent; develop and implement training programs to ensure they are able to deliver to the OliOli® standard
· Take a particularly hands-on (on the floor) approach during bigger events and activations; speak with guests on a daily basis during such times to understand feedback and opportunities for improvement
· Work with other colleagues to prepare a detailed debrief for each program
Operations/admin:
· Manage the staffing schedule to optimize guest experience and satisfaction
· Be responsible for all other administrative and operational aspects of the venue
· Prepare monthly reports + ensure that the knowledge in relation to the guest engagement function is institutionalized through the right documents, templates and systems
· Create mechanism with the creative to allow team members to submit ideas and carry through from concept to delivery
QUALIFICATIONS
· Prior leadership experience within a guest engagement role in the relevant industry is a MUST
· Minimum of 7-year work experience, including in Dubai is a MUST
· Ability to work within a highly diverse and multicultural environment
· Exceptional communication skills
· Outcomes driven
Traits & Characteristics
· Self-starter and self-motivated; thrives in a team-oriented and collaborative environment
· Thoughtful, conscientious, and genuine
· Lots of positive energy; respectful of diversity; patient and empathetic; friendly; courteous
· Excellent organization and execution skills – with strong attention to detail
· Resilient and quick learner
Education
College degree is required.
