Job Description

About the job Visitor Experience & Operations Lead // Natural History Museum Abu Dhabi
Visitor Experience & Operations Lead // Natural History Museum Abu Dhabi
About BLR:
BLR WORLD is an award-winning talent consultancy for the culture, entertainment and events sectors, enabling organisations to plan, staff and operate unique permanent and temporary visitor experiences with the very best people.
Our core services are HR Consultancy, Recruitment, Training, and Operations. We find brilliant people, create high performing teams, design environments and training to help them thrive, then manage them seamlessly on the ground. The result? One-of-a-kind experiences delivered by energised and enthusiastic teams, exceeding the highest standards.
About the Role:
The Visitor Experience Operations Lead is responsible for managing the staff and ensuring the efficient day-to-day operation of the Museum. This role requires supervisory skills, excellent organizational skills, attention to detail, and the ability to handle various responsibilities in a fast-paced environment.
Responsibilities:
1. Administrative & Financial Management
Create/manage staff rosters with Duty Manager.
Prepare reports on attendance, sales & performance.
Maintain policies, procedures & training manuals.
Manage staff absence/records on HR systems.
2. Facilities & Vendor Coordination
Monitor inventory & supplies, ensuring timely restocking.
Coordinate vendors for staff events & special activities.
3. Departmental Liaison & Support
Act as communication link between FOH, curatorial, events & maintenance teams.
Provide admin/logistical support to frontline teams.
Support recruitment, onboarding & training of staff/volunteers.
Assist with special projects (exhibitions, upgrades, events).
Requirements:
Language Requirements: Proficient in English and Arabic
Completion of three years post-secondary education or an equivalent combination of education and experience in areas such as communications, public relations, tourism and hotel management;
Strong organizational and multitasking skills;
Excellent leadership and interpersonal skills with the ability to inspire and motivate;
Strong problem-solving abilities and conflict resolution skills;
Oversee guest interactions to ensure a memorable and positive experience for all visitors;
Act as a key point of contact for client when the account manager is off and ensuring smooth communication and coordination;
Handle escalated visitor complaints, inquiries, and feedback in a professional and solution-oriented manner;
Track key performance indicators (KPIs) related to visitor satisfaction, operational efficiency, and staff performance;
Report any incidents or issues and provide feedback to improve service quality;
Prepare daily and weekly reports on operations, incidents, and team performance;
Experience:
Extensive experience in having worked in a field similar to expositions;
Demonstrated extensive experience in dealing with public as well as crowd control management;
Experience in office management and procedures and working with computers;
Skills:
Friendly, approachable, and service-oriented attitude;
Ability to work in a fast-paced, multi-tasking environment;
Creating a positive and collaborative work environment;
Ability to convey instructions, expectations, and updates clearly to team members;
Mediating disputes and resolving misunderstandings in a professional manner;
Ability to convey instructions, expectations, and updates clearly to team members
Education & Qualifications
Degree in Tourism, History, Art, Museum Studies,
Hospitality, or Business/Operations Management preferred. * Strong organizational, documentation, and operational coordination skills.

• Experience in museums, cultural institutions, or tourist attractions is highly desirable.

Additional language skills are an advantage.
Proficiency in MS Office (Excel, Word, PowerPoint) and familiarity with workforce scheduling software is preferred.

Skills Required