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Guest Engagement Supervisor

4 weeks ago

Doha, Qatar OliOli Children's Museum Full time

[OliOli® Doha] Guest Engagement Supervisor

**Position**: Guest Engagement Supervisor

**Location**:Doha, Qatar

**Executive Summary**
- OliOli® opened a second location in Doha, Qatar, and is inviting all people interested to join an amazing group of people and help their mission to deliver exciting, joyful, differentiated, world-class, and incredibly fun experiences to children that nurture their innate sense of curiosity and exploration._
- OliOli® (means joy in the Hawaiian language) is a multiple award-winning contemporary children's museum that opened to rave reviews in 2017. Founded by a group of parents who are passionate about open-ended non-judgmental play, OliOli® entails 6 interactive galleries comprising over 45 hands-on exhibits._
- The Guest Engagement Supervisor ensures that all Museum guests have an awesome, safe and augmentative experience by providing hands-on leadership to the team of front-line employees, offering outstanding customer service to guests, and by ensuring the Museum is welcoming, well-presented, and properly staffed. The Guest Engagement Supervisor helps to train, coach and supervise OliOli® front-line colleagues regarding interaction, facilitation and the guest experience. The Guest Engagement Supervisor leads by example and works directly on the floor, facilitating and resetting within exhibits. The Guest Engagement Supervisor also works to ensure the successful implementation of special events, facility rentals and Museum programs, including field trips, birthday parties, camps, workshops, and daily programs._

**FOUNDERS BACKGROUND**

We are young parents who have been blessed to follow our dream. Our dream is for children to be happier, more creative, more imaginative, more informed, inspired, aware, balanced and amazed. We aim to see joy on the faces of children.

**KEY DUTIES & RESPONSIBILITIES**
- **Visitors Experience and Service**_
- Provide impeccable service to the OliOli® guests including children, parents, caretakers, and other visitors
- Model appropriate adult-child interactions and exemplary customer service with OliOli® guests and partners; provide leadership on the floor in alignment with OliOli® core values
- Help nourish and sustain a culture of guest-centricity, cohesion, playfulness, and positive reinforcement
- Supervise, coach and lead 1-on-1 check-in meetings with OliOli® front-of-house colleagues working on the reception and within the galleries
- Managing team building activities and initiatives on a periodic basis which are combined with training/conversations/communication etc.
- Conduct daily briefings to ensure that the team is well-informed and ensure seamless communication with all colleagues
- Assessing/evaluating performance on a regular basis in accordance with agreed upon metrics and parameters
- Support the senior team within Guest Engagement in implementing new initiatives focused on enhancing the quality of guest experience
- Actively communicating our values/priorities with the guests and encourage the development of meaningful relationships with our little guests
- Coordinate with relevant colleagues to ensure that OliOli® is clean and safe
- Effectively manage the time of the team (particularly during off-peak hours) to ensure they are productively and satisfactorily engaged
- Create a seamless mechanism to understand, assess, and respond to visitor feedback (positive or negative)
- Pattern recognition in terms of guest complains and proactively resolving those issues; similarly pattern recognition in terms of team issues and proactively solving any problems
- Structured compilation and sharing of the visitor feedback with colleagues to address the complaints raised and avoid similar problems in the future
- Manage scheduling to ensure adequate coverage for all programs/events
- Support the hiring and onboarding process; including interviewing, scheduling and training
- Work with the content person to deliver awesome events, activations, and other programs that OliOli® has to offer
- NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job
- **Other Responsibilities**_
- Working with other colleagues, proactively contribute to the success of any special events and programs designed to enhance the profile of OliOli® within the community
- Work effectively with temporary staff (many of whom are expected to be students who are not likely to have extensive work experience)
- Perform other duties and be involved in projects and activities that contribute to the achievement of OliOli®s objectives

**QUALIFICATIONS**
- Demonstrated interpersonal, organizational, and leadership skills
- Supervisory/leadership experience and ability to effectively supervise and motivate staff
- Ability to manage time, prioritize tasks and balance project demands effectively
- Leadership experience preferred
- Excellent problem-solving skills, commitment to cu