Job Description

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, and branched out to Doha, Qatar in 2022. 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 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 c. 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:

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 and implement a training calendar for the frontline team that enables them to excel at engaging with guests in a meaningful way; bring in external experts as/when appropriate and necessary

Ensure and enable transparent/effective communication within the team

Address team concerns, constraints and 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.

Job Types: Full-time, Permanent