Job Purpose

Responsible for delivering high-quality of visitor services by managing and building a professional visitor-oriented team, as well as monitoring all issues related to the Museum’s visitors (members, individuals, schools, organized groups and VIPs).  

Duties and Responsibilities

Stategic Role:

• To review performance data; including financial data, activity reports and spreadsheets, to monitor and measure departmental productivity, goal achievement and overall effectiveness in order to set financial goals and target for revenue streams.
• To assist in preparing and managing annual budgets of the Visitors Relations and Frontline Department.
• To evaluate and identify internal development and improvement opportunities.
• To monitor results and outcomes of the Visitors’ Relations and Frontline daily operations.
• To coordinate with the Business Development Department on setting sales targets.
• To maintain/develop a comprehensive Department manual(s) that serve as a strategic guideline for the department’s main functions and operations.
• To coordinate with the Business Development Department on setting sales targets.

Operational Duties:

• To handle details and logistics of Museum visitor related operations.
• To handle all Museum membership related operations (sales, communication) and maintain and develop relationships with members.
• To ensure an excellent visitor experience and quality delivery.
• To conduct and oversee the execution of daily visitor experience checklists.
• To oversee birthday sales and services and liaise with clients to ensure quality services.
• To handle any complaints and issues raised by visitors.
• To conduct monthly reviews of sales targets as set by the Business Development Department.
• To handle all details related to VIP visits to the Museum (information pack, guestbook, photo documentation, gifts and giveaways).
• To coordinate with M&E on conducting visitor satisfaction surveys on a monthly basis.
• To use the information and data collected from visitor satisfaction surveys to enhance visitors’ experience (and take corrective actions with relevant departments).
• To initiate professional dialogues with visitors to gather informal feedback.
• To handle all visitor related complaints and provide out relevant replies within 24 hours.
• To handle Museum’s call center operations (staff, automated messages, business extensions and enquiries).
• To ensure that all frontline staff are aware of the Museum’s offerings and can handle all content related enquiries professionally.
• To coordinate with the Finance Department to ensure accurate daily cash closing procedures.
• To perform any other job-related tasks assigned by the direct manager.

Team Management Role:

• To coach, mentor and develop staff; including overseeing new employee onboarding and providing career development planning and opportunities.
• To provide oversight and direction to employees in the Department in accordance with the organization's policies and procedures.
• To empower employees to take responsibility for their jobs and goals, delegate responsibility and expect accountability and regular feedback.
• To foster a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, appreciation of diversity, cohesiveness, supportiveness and working together effectively to the department and employees to succeed.
• To lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution through employee recognition, rewards and disciplinary action, with the assistance of Human Resources, when necessary.
• To maintain employee work schedules; including assignments, training, vacations and paid time off, cover for absenteeism and overtime scheduling.

Qualifications

• Bachelor’s degree in marketing, business administration or any related field
• (5-8) Years of experience in a related field, preferably in service marketing.
• Excellent command of English; spoken and written.
• Native Arabic speaker with good writing and reporting skills.

General Skills:

• Problem-solving and analytical abilities.
• Excellent communication and interpersonal skills.
• Motivational skills.
• Conflict resolution
• Leadership
• A holistic approach
• Project management
• Innovation and creativity
• The ability to champion Museum’s culture
• Positive thinking

Technical Skills:

• Customer service
• Conflict resolution
• Writing skills

• Hospitality etiquette