Guest Services Associate

Role Overview

Guest Services Associate at Miral Destinations (Miral Experiences), 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.

Role Purpose

To greet guests warmly, manage queues and ticketing operations, process payments responsibly, resolve guest concerns proactively, and drive revenue growth through upselling and cost-saving initiatives while maintaining safety and operational excellence in a fast-paced attraction environment.

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.
• Provide pricing, promotion, and show information and suggestions to guests to enhance and maximize the guest experience.
• Proactively anticipate, listen to, and resolve guest concerns in a timely manner in adherence to company guest complaint policy.
• Bid farewell to all guests exiting the palace.

Operations & Queue Management

• Manage and maintain queue lanes efficiently.
• Operate turnstiles to ensure guests enter and exit the palace with valid tickets or passes.
• Manage lost and found counter according to company lost and found policy.
• Maintain awareness and ability to respond to emergency situations while ensuring guest safety.
• Participate in evacuation drills and real evacuations as necessary.

Sales & Revenue Generation

• Sell tickets and other products via a computerized Point of Sale (POS) system.
• Upsell and cross-sell products, activities, and services to generate additional revenue.
• Promote products, activities, and services to generate additional revenue.
• Actively seek and implement cost-saving programs to provide financial results.

Cash Handling & Financial Control

• Collect payments and make change by accepting cash, vouchers, credit cards, and listed foreign currencies.
• Balance cash drawer, register, and float by counting cash at the beginning and end of each 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 the end of each shift.
• Remit daily sales to cash control without discrepancies.

Guest Experience & Surveys

• Conduct guest surveys using a company-provided tablet, ensuring all questions are completed and submitted.

Environmental Adaptability

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

Qualifications & Experience

• Higher secondary or equivalent.
• Minimum 1 year 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.
• Proficiency with computerized Point of Sale (POS) systems.
• Financial acumen and cash handling accuracy.
• Hospitality and interpersonal skills.
• Teamwork and collaboration.