Guest Services Associate

Role Overview

Guest Services Associate at Miral Destinations, Abu Dhabi.

Company Overview

Miral Experiences is a region 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

To greet guests warmly, manage queues efficiently, process transactions responsibly, and proactively resolve guest concerns while upselling attractions and contributing to revenue growth across one of the world's most thrilling entertainment destinations.

Key Responsibilities

Guest Engagement

• 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 shows information and suggestions to guests.
• Bid farewell to all guests exiting the palace.

Queue and Facility Management

• Manage and maintain queue lanes efficiently.
• Manage turnstiles efficiently to ensure guests enter and leave with valid tickets or passes.
• Manage lost and found counter according to company policy.

Sales and Revenue

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

Cash Handling

• 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 work shift.
• Ensure timely remittance of sales to cash control.
• Manage issued cash float and ensure it balances correctly at the end of each shift.
• Remit daily sales to cash control without any discrepancies.
• Maintain awareness and adherence to company's cash handling policies.

Guest Services and Issue Resolution

• Anticipate and listen to guest needs and concerns, and act appropriately to resolve any issues in a timely manner in adherence to company's guest complaint policy.
• Conduct guest surveys using a company-provided tablet, ensuring that all questions are completed and submitted.

Safety and Emergency Response

• Maintain awareness and ability to act or respond to any emergency situations while ensuring guest safety.
• Participate in any evacuation, drill or real, if necessary.
• Work outdoors in extreme temperatures, wet, humid, or windy conditions caused by weather.

Qualifications & Experience

• Higher secondary or equivalent.
• Minimum 1 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.
• Point of Sale (POS) system proficiency.
• Cash handling and financial acumen.
• Customer service excellence and genuine passion for guest satisfaction.
• Adaptability to thrive in Abu Dhabi's varied weather conditions.
• Ability to work in fast-paced environments.