Job Description

JOB PURPOSE

To assist in ensuring the availability of high-quality support and engagement for Abu Dhabi's culture sites' visitors, tourists, and residents through the various DCT Visitor Service Centres by providing world-class care and service to the customers.

ACCOUNTABILITIES

Key Accountabilities

Visitor Service Center Operations Lead Visitor Services by ensuring the site operations maintain adherence to DCT's set service standards and industry best practices. Ensure that the site is well presented, efficiently organised, easy to use and accessible to tourist and customers. Inform and educate visitors about the relevant cultural and social policies, rules, regulations. Work closely with the site Unit Head and Supervisor to ensure the effective co-ordination of events/activities but not limited to exhibitions, events, venue hire, collections and education groups. Promote Abu Dhabi's various events and festivals in order to invite and encourage visitors to the site and increase overall visitor satisfaction. Analyze different markets and various international events to decide on suitable promotional events to participate. Meet Government and industry partners to discuss issues relating to respective region. Coordinate and implement daily operations at the Admissions Area, by managing the queuing system effectively, seeking out visitors and offering assistance to maintain visitor satisfaction.

Customer Service Remain abreast of the relevant information and data related to local accommodation, attractions, activities, events and festivals in order to convey high-quality and well-informed recommendations and educational material to visitors. Provide general educational and cultural awareness to visitors through highlighting the significance of key historical sites and tourism destinations Ensure the interests of Abu Dhabi's visitors and tourists are met by providing guidance that is fitting to their unique needs and requirements. Communicate information to members of the public and respond to enquiries in person, by email and over the phone. Ensure that customers and visitors' questions and concerns are resolved properly and coordinate with subordinates to deal with challenging customers that require escalation to address all customer needs. Provide guidance and information to visitors using available information systems, leaflets, timetables, guidebooks and DCT Tourist Service Centre reference kits. Implement highest level of customer service standards and monitor visitors' experiences and feedback/complains and coordinate with internal and external stakeholders to identify solutions.

Feedback Tracking and Monitoring Ensure collection of feedback from visitors, tourists, and residents through surveys and questionnaires' to gauge their impressions and satisfaction and the degree of success of certain events. Supervise a database of records, responses, and feedback to communicate findings as appropriate. Record the number of visitors and customers and advise on methods of enhancing visitors' experience and engagement.

Policies, Processes and Procedures Follow all relevant section policies, processes, procedures and instructions so that work is carried out in a controlled and consistent manner.

Collaboration Collaborate with internal and external stakeholders on matters related to The sites unit in order to facilitate flow of information and build awareness of key initiatives or relevant developments.

Day-to-Day Operations Follow the day-to-day operations set by the Line Manager in the The sites section to ensure continuity of work and the delivery of effective and high quality outputs. Report on a regular basis to The sites Section Manager on operational activities, challenges, hurdles and methods of resolution or mitigation etc. as required to keep the Line Manager informed and updated about the unit's activities.

EHS (Environment, Health and Safety) Comply with all relevant EHS guidelines, policies and procedures, by reporting incidents and hazards on a timely manner, and reduce consumption of natural resources to support in protecting the environment and ensure a healthy and safe work environment.

Change Management Support the creation of culture susceptible to change management through a 'hands-on' and 'can-do' approach to DCT's new business opportunities, participating in the development of new initiatives, meeting planned targets, and demonstrating preferred high-performance behaviours.

COMMUNICATION & WORKING RELATIONSHIPS

Internal External

Culture Sector

Tourists Key Vendors & Suppliers Visitors Tourism Authorities Hotels Airlines Tour Operators

QUALIFICATIONS, EXPERIENCE, COMPETENCIES

Qualification (e.g. Academic Qualification, Certifications, Licenses)

Bachelor's Degree in Culture, Business Administration, Marketing or equivalent

Experience

Bachelor Degree Holders: 2 to 4 years of experience in public relations or visitor service or in a relevant field. Fluency in English and Arabic is a must. Formal training in hospitality management and customer service is a plus.