Guest Services Associate

Role Overview

Guest Services Associate at Miral Destinations, located in Abu Dhabi.

Company Overview

Miral Experiences is a region's leader in the management and operation of world-class, award-winning immersive attractions and experiences across Abu Dhabi. The diverse portfolio includes 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, TeamLab Phenomena Abu Dhabi, CLYMB™ Abu Dhabi, and cultural treasures like Qasr Al Watan. The organization specializes in crafting unique experiences that cater to all tastes and ages, delivering a seamless blend of thrills, joy, and discovery.

Role Purpose

Greet guests warmly, manage queues efficiently, and sell tickets or services while handling cash responsibly. Proactively resolve guest concerns, upsell attractions, and contribute to revenue growth through cost-saving initiatives, all while maintaining awareness of promotions and safety protocols.

Key Responsibilities

Guest Engagement & Service

• Welcome guests in a friendly and professional manner.
• Engage each guest as a unique individual and listen attentively to their requests.
• Bid farewell to all guests exiting the palace.
• Anticipate, listen to, and resolve guest needs and concerns in a timely manner in adherence to company guest complaint policy.

Queue & Access Management

• Manage and maintain queue lanes efficiently.
• Operate turnstiles to ensure guests enter and leave with ease by holding a valid ticket or pass.
• Participate in evacuation drills or real evacuations if necessary.

Sales & Revenue

• Sell tickets and other products via Point of Sale (POS) system.
• Collect payments and make change by accepting cash, vouchers, credit card, and listed foreign currencies.
• Provide pricing, promotion, and show information and suggestions to guests to enhance and maximize guest experience.
• Upsell and cross-sell products, activities, and services to generate additional revenue.
• Identify and implement cost-saving programs to support financial results.

Cash Handling & Financial Controls

• Balance cash drawer, register, or float by counting cash at beginning and end of work shift.
• Ensure timely remittance of sales to cash control.
• Maintain awareness and adherence to company cash handling policies.
• Manage issued cash float and ensure it balances correctly at end of each shift.
• Remit daily sales to cash control without discrepancies.

Guest Support Services

• Manage lost and found counter according to company lost and found policy.
• Conduct guest surveys using company provided tablet, ensuring all questions are completed and submitted.
• Maintain awareness and ability to act or respond to emergency situations while ensuring guest safety.

Operational Adaptability

• Work outdoors in extreme temperatures, wet, humid, or windy conditions caused by weather.

Qualifications & Experience

• Higher secondary or equivalent.
• Minimum one year of operational experience in a guest or customer service setting.
• Cash handling experience.
• Theme park or water park experience.

Skills & Competencies

• Fluency in English.
• Genuine passion for guest satisfaction.
• Adaptability to thrive in Abu Dhabi's varied weather.
• Ability to thrive in fast-paced environments.
• Strong hospitality and customer service skills.
• Financial acumen to support operational success.
• Teamwork and collaboration abilities.