Guest Relations Manager

About Dubai Holding Entertainment:

Dubai Holding Entertainment offers an impressive range of destinations and attractions that enhance the appeal and competitiveness of Dubai as an international tourism and leisure hub, with the added value of the quality of the facilities and the high standards of training, supervision, and security.

Ain Dubai, the tallest observation wheel in the world, is the jewel of the Bluewaters extraordinary and one-of-a-kind experience and is set to offer a majestic new experiential perspective from the eye in the sky across Dubai's mesmerizing skyline.

Global Village is one of the longest established tourist attractions in Dubai having opened its doors in 1997. It offers world-class cultural and family entertainment, featuring 26 international pavilions and millions of visitors every season.

As the most recent attraction within Dubai Holding Entertainment, Dubai Parks and Resorts™ is the Middle East's largest multi-themed leisure and entertainment destination comprising of three separate theme parks: MOTIONGATE™ Dubai, LEGOLAND® Dubai and LEGOLAND® Water Park.

Leading destinations and attractions by Dubai Holding Entertainment also include Coca-Cola Arena, the largest multipurpose indoor arena in the Middle East; Roxy Cinemas, a premiere theatre experience; and The Green Planet in City Walk, a destination that recreates a tropical forest and many more.

Dubai Holding Entertainment owns the largest radio network in the region. Arabian Radio Network (ARN) is the most dynamic multiplatform broadcaster in the UAE and is at the forefront of innovation. It provides advanced in-studio cameras, broadcasting on-air, online on smartphone apps and the Apple TV platform. ARN has ten radio stations, including Dubai Eye, Virgin Radio, Al Arabiya and Hit – reaching over 200 nationalities and 4 million listeners each week in seven languages.

Building on ARN's commitment to embracing the future and being able to provide access to the best marketing platforms in the region, MPN by Dubai Holding Entertainment is a multimedia sales house, operating premium out-of-home assets, video production, event sponsorship and activations.

Job Overview:

Here's your chance to step into the role of Manager Guest Relations at Dubai Holding Entertainment. In this position, you'll take on key responsibilities that include:

• The Guest Operations Manager plays a vital role in ensuring a seamless and enjoyable experience for guests visiting Dubai Holding Entertainment Attractions. This position oversees various guest-facing operations, including admissions, ticketing guest services, and crowd management. The Guest Operations Manager is responsible for maintaining high standards of guest satisfaction, safety, and efficiency throughout the park.
• Supervise the guest operations team to provide excellent guest service and assistance to the visitors.
• Develop and implement guest service policies, procedures, and standards to enhance the overall guest experience.
• Oversee admissions operations, including ticket sales, entry procedures, and ticket validation processes.
• Monitor attendance levels, ticketing trends, and revenue generation strategies.
• Work closely with retail, F&B, Ride Operations to ensure safe and efficient operations of rides, shows, and F&B experiences.
• Implement crowd management strategies to optimize guest flow and minimize wait times.
• Collect and analyze guest feedback through surveys, reviews, and direct interactions.
• Address guest concerns, complaints, and issues promptly and professionally.
• Work closely with HSE and ensure compliance with safety regulations, emergency procedures, and Dubai Holding Entertainment policies to ensure the well-being of guests and staff.
• Conduct regular experience audits, inspections, and training sessions for staff members.
• Recruit, train, and mentor guest operations staff members to uphold high standards of performance and professionalism.
• Foster a positive and collaborative work environment to promote teamwork and employee engagement.
• Map, measure, monitor and enhance the guest journey and suggest improvement where needed
• Develop and implement initiatives to enhance the overall guest experience.
• Collaborate with marketing teams to promote guest-centric initiatives and enhance park visibility.

About you:

The preferred candidate for this role should possess the following experience and credentials:

• Bachelor's degree in Hospitality Management, Business Administration, or a related field
• 5+ years Guest operations experience.
• High Performance Teamwork & Cooperation
• Customer Focus
• Influencing & Communicating
• Leadership
• Guest Experience Enhancement
• Data Analysis & Financial Acumen
• Team Management

About the Benefits:

In the world of entertainment, Dubai Holding Entertainment is dedicated to nurturing the talents and well-being of our team members. Join our dynamic and diverse workforce to enjoy a comprehensive benefits package that includes competitive compensation, exciting career development opportunities, and a collaborative and creative work environment. We strongly believe in empowering our workforce, as they play a pivotal role in shaping unforgettable entertainment experiences for tomorrow.

We are committed to attracting the brightest minds and nurturing the most innovative candidates who aspire to make a significant impact on the future of the entertainment industry in Dubai. At Dubai Holding Entertainment, we embrace equal opportunity and promote a discrimination-free environment where everyone's unique talents and contributions are celebrated. Join us in crafting a thrilling and extraordinary tomorrow in entertainment!