Guest Services Associate

Role Overview

Guest Services Associate at Miral Destinations. 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 Qasr Al Watan. The company specializes in crafting unique experiences that cater to all tastes and ages, delivering a seamless blend of thrills, joy, and discovery.

Role Purpose

As a Guest Services Associate, you will be the first point of contact for guests, ensuring seamless entry to leisure facilities while providing warm, professional hospitality and delivering clear, helpful information about shows, attractions, and facilities to elevate their experience.

Key Responsibilities

Guest Engagement

• Greet and welcome guests with warmth and professionalism, considering each guest's unique needs

Ticketing and Cash Services

• Process all ticket and product sales efficiently through a computerized POS system
• Conduct cash transactions accurately while accepting multiple payment methods including cash, vouchers, and foreign currencies
• Balance and reconcile cash registers diligently, ensuring precise beginning and end-of-shift reconciliations
• Remit sales promptly and adhere strictly to company cash handling policies

Guest Education and Sales

• Educate guests on current promotions, pricing, shows, and attractions with clarity and enthusiasm
• Proactively upsell and cross-sell services and products to generate additional revenue opportunities
• Drive profitability through upselling and cross-selling

Lost and Found and Safety Operations

• Manage the lost and found counter strictly according to company policy while ensuring safety and retrieval for items
• Act as a first responder during emergencies, implementing evacuation protocols when necessary
• Participate in regular evacuation drills to ensure readiness in critical situations
• Contribute to safety protocols and operational efficiency by managing turnstiles and emergency procedures

Operational Support

• Coordinate queue management systems to maximize flow and minimize guest inconvenience
• Oversee turnstile operations to ensure timely and secure guest entry and exit verification
• Distribute and complete guest satisfaction surveys using provided tablets, ensuring thorough data submission
• Ensure smooth operational flow across all guest services areas, including maintenance of guest-facing environments
• Resolve guest concerns or issues with integrity to maintain the highest standards of service

Qualifications & Experience

• Higher secondary education or equivalent qualification
• Minimum 1 year of operational experience in guest or customer service roles
• Proficiency in English (spoken and written)

Skills & Competencies

• Familiarity with basic computer operations
• Strong interpersonal skills with a genuine desire to entertain and engage guests
• Flexibility to adapt to changing guest needs and business requirements
• Inherent respect for guests and unwavering integrity in all duties
• Experience in cash handling and POS system operations (desirable)
• Proficiency in Arabic, Russian, Farsi, or Chinese (desirable)

Additional Information

This dynamic role demands flexibility, customer-centricity, and adaptability—perfect for an energetic and service-minded professional.