Guest Services Senior Manager

Join Us at Miral ExperiencesMiral Experiences is a region’s leader in the management and operation of world-class, award-winning immersive attractions and experiences across Abu Dhabi. Our diverse portfolio includes some of the most iconic entertainment and leisure destinations, including Ferrari World Yas Island Abu Dhabi, Yas Waterworld Yas Island Abu Dhabi, Warner Bros. World™ Yas Island Abu Dhabi, SeaWorld Yas Island Abu Dhabi, CLYMB™ Yas Island Abu Dhabi, and TeamLab. Phenomena Abu Dhabi, as well as cultural treasures like Qasr Al Watan. We specialize in crafting unique experiences that cater to all tastes and ages, delivering a seamless blend of thrills, joy, and discovery. Our attractions are designed to ignite the imagination and create unforgettable memories for visitors from around the world. Whether you're seeking excitement, relaxation, or cultural enrichment, we offer something for everyone.Role Overview:This is a guest facing role which ensures smooth and efficient delivery of the experience for all guests who visit Warner Bros. World. This position oversees the daily operations of guest services functions ensuring exceptional guest care and generating revenue to contribute to overall goals and financial sustainability,This position is responsible for promoting and maintaining exceptional standards for guest services. The role oversees and improves upon the day to day operations of ticketing, school/group entrance, valet parking, turnstiles, stroller and wheelchair rentals, lost & found, information point, paid attractions, flash pass, & annual passAdditionally, this role supports the Operations Senior Manager with strategic and operational planning for the department. The Guest Services Senior Manager will work with the Operations Team and Management to guide both departments in daily operations. Key Activities:To develop the department budget/capex annuallyAnalyse, control and monitor/report operating expenses and labor expenses To maintain building, facilities, equipment and supplies in order to minimise damage, reduce waste and control costsApproves purchases per institutional procurement policyTo actively seek and implement other products and packages to increase other park revenue Supervise and evaluate Guest Services teamManage colleagues to include their on and off the job training, daily attendance, grooming, coaching, appraisals and personal development plans Recruit efficient colleagues, develop and train them for future leadersEnsure that all colleagues are effectively multi-skill trained to support fluctuating business needs at all locations Openly communicate appropriate and useful information through various channels to include department meetings and briefings Motivate colleagues through the effective implementation of incentive and recognition and rewards programs Ensure department policies, procedures and performance standards are being implemented and maintained through their area Review departmental policies, procedures and performances standards to ensure these are up to date, correct and purpose changes as appropriate to ensure high levels of customer servicesReview departmental health & safety documents on a timely basisReview accuracy of checklists and records completed in their area and analyse as neededWork with management colleagues to establish department budget and set yearly goals to achieve maximum sales and net revenueDevelop strategies for the efficient use of staff within and between departments Coordinate any inventory/stock take activities required in the area ensuring sufficient stock remains on hand at all times and reducing stock loss/wastageFacilitate efficient, convenient, and secure entry processing To generate financial and attendance report as required for daily, weekly, monthly and yearly periods using MS Excel and BOS ticketing systemsLead and contribute to meetings and presentations as requiredDevelop and maintain effective working relationships with colleagues, partners & third-party stakeholders To work closely with other departments to coordinate promotions that increase attendanceTo manage BOS ticketing system and ensure that methods are in place to generate applicable reports on effectiveness of variance initiatives To contribute to company KPI’s and objectives by contributing guest service information, recommendations to strategic plans and reviewsTo monitor accuracy in external & internal audits Assure compliance with all contracts and agreementsIdentify financial and operational opportunities which will maximise profit and efficiency for the Business Assist in planning of all future guest service operations that might need to meet the anticipated increased attendance growthImplement strategies to maintain, improve guest satisfaction survey, happiness survey and mystery shopper Implement strategies to improve operational systemsPrepare the annual operating and capital budgetProduce a monthly status report for on KPI’sEnsure that all guest services department colleagues provide the best possible services to the guestIdentify guest services trends managing passive income streams and make recommendations for improvement Approve ticket extensions requests and complimentary ticket requests when necessary Handle any routed guest complaints, take corrective action and route related communications to appropriate colleaguesEnsure that corrective action is taken where discrepancies are found in the businessParticipate in daily operations alongside their colleagues setting a positive exampleFoster a harmonious atmosphere among colleagues in their area and brings team members together through team activitiesTo complete any additional tasks provided by the line managerParticipate in the park duty manager program Qualifications, Experience and SkillsEssential:Higher seconday or equivalent3 years leadership experience in operationsExcellent interpersonal and communication skillsStrong leadership skillsAble to work independently Excellent guest services skillsExcellent decisions making skillsAbility to tactfully handle stressful situationsNegotiate and resolve conflictsMaintain confidentiality and respect and observe company protocols Computer skills, able to prepare basic reports in excel, presentations in power point Desirable:Bachelor’s DegreeISO Auditor Certification5 years in guest services 2 years of handling ticketing systems Develop team for social and cultural eventsAbility to speak different launguagesBehavioral Competencies:Guiding The Miral Way While Managing OthersCreate SmilesShare What You KnowDeliver ExcellenceWork as OneLead With a Shared VisionNurture TalentBuild Proactive PartnershipsShape The Future With UsAt Miral Experiences, we don’t just create world-class destinations - we create unforgettable memories for our guests and remarkable careers for our people. From theme parks and attractions to guest services and behind-the-scenes roles, every member of our team plays a part in delivering exceptional experiences. We’re driven by passion, powered by innovation, and committed to excellence in everything we do. We’re looking for passionate, driven, and talented individuals who are ready to grow, lead, and make a difference. No matter your background or expertise, there's a place for you at Miral Experiences.