Job Description

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 standards About the role BLR WORLD is hiring an Account Manager to oversee the Front of House (FoH) staffing services for Zayed National Museum. This role is pivotal in ensuring exceptional visitor experiences and maintaining a collaborative relationship with Zayed National Museum management. The Account Manager will be based in the UAE and serve as the primary liaison between BLR WORLD and the Department of Culture and Tourism (DCT), meeting regularly with the Visitor Services leadership team to ensure alignment and satisfaction.

Key Responsibilities Manage and coordinate the staffing of FoH roles, including:

Visitor Services Welcome/Gallery Hosts: 36 per shift.

Visitor Services Ticketing/Admission Hosts: 13 per shift.

Visitor Services Team Leaders: 3 per shift.

Visitor Services Training Manager: 1 full-time.

Ticketing Officers (optional; not included in commercials): 2 full-time.

Ensure all roles are adequately covered and staff are equipped to deliver professional, knowledgeable, and friendly visitor experiences. Client Relationship Management:

Act as the designated point of contact for Zayed National Museum and DCT, ensuring ongoing customer satisfaction.

Conduct monthly meetings with the Visitor Services Unit Head/Section Head, often on-site, to review operations, gather feedback, and align on improvements.

Maintain proactive communication with Client management to address and resolve challenges promptly. Account Management and Reporting:

Responsible for ensuring the prompt reporting of all payroll data to ensure staff are paid accurately and in a timely manner

Provide detailed qualifications and experience to demonstrate readiness for the role.

Develop and deliver regular reports on staffing performance, visitor feedback, and operational outcomes.

Collaborate closely with the BLR WORLD team to meet and exceed our clients expectations for visitor service excellence. Staff Development:

Oversee the performance and skills development of FoH staff, providing development pathways where needed.

Liaising with training manager to assess needs of team and address any concerns

Addressing and monitoring visitor behavior professionally

Foster a team culture that values professionalism, inclusivity, and enthusiasm for creating positive visitor experiences. Performance Monitoring and Quality Assurance:

Establish and evaluate key performance indicators (KPIs) for FoH staff and operations.

Implement continuous improvement initiatives based on visitor feedback and operational data. Compliance and Administration:

Ensure all operations comply with client policies, safety standards, and cultural sensitivities.

Maintain accurate records of stang schedules, training, and performance evaluations. Qualications

Bachelors degree in Business Management, Hospitality, or a related field.

Demonstrated experience in account management or operations, preferably in a customer-facing cultural or hospitality setting.

Experience working in the UAE or familiarity with local cultural and professional practices. Hard Skills

Proficiency in staff scheduling, resource allocation, and operational reporting.

Strong understanding of visitor service operations, including ticketing and front desk processes.

Familiarity with People of Determination protocols and accessibility services.

Prociency in Microsoft Office Suite and workforce management software.

Knowledge of customer experience optimization techniques. Soft Skills

Exceptional leadership and team management skills.

Cultural sensitivity and understanding (Arabic speaker preferred)

Strong interpersonal skills, with the ability to build positive client relationships and motivate staff.

Excellent communication skills, both written and verbal.

Problem-solving and critical-thinking abilities for addressing operational challenges.

Adaptability and cultural sensitivity are essential for working within a diverse environment.

High level of organization and attention to detail to ensure smooth day-to-day operations.