Guest Experience Team Leader - Aldar Retail Management

Overview

At Saadiyat Grove
, we create experiences that inspire, connect, and elevate. As a Guest Experience Team Leader
, you will lead and mentor our Ambassador team, ensuring every guest interaction reflects the warmth of hospitality and the high standards of our luxury cultural destination. This is a hands-on, dynamic role, combining leadership, operational excellence, and direct guest engagement.

• Lead daily briefings and provide clear guidance to align the team with service standards and priorities.
• Coach, mentor, and motivate Ambassadors to deliver consistent, high-quality guest interactions.
• Build a high-performing, engaged team culture through feedback, recognition, and performance management.
• Ensure seamless, world-class service across all guest touchpoints.
• Monitor operations, identify service gaps, and implement improvements through audits and evaluations.
• Proactively resolve guest concerns and operational issues with professionalism and speed.
• Oversee guest feedback channels and ensure timely, personalized resolutions.
• Manage Aldar Gift Card operations, including daily reconciliation, reporting, and compliance with cash handling procedures.
• Maintain clear communication and coordination with internal stakeholders, tenants, and cross-functional teams.
• Compile insight-driven reports on guest interactions, feedback trends, team performance, and operational metrics.
• Support special activations, events, and peak periods, ensuring seamless guest experiences.

• Guest Focus: Anticipate and exceed guest expectations consistently.
• Team Leadership: Inspire, coach, and manage a high-performing, customer-focused team.
• Operational Excellence: Ensure compliance with SOPs, financial procedures, and service standards.
• Problem Solving & Decision Making: Resolve guest and operational issues efficiently.
• Stakeholder Management: Build strong relationships across internal and external stakeholders.
• Innovation: Implement process improvements and elevate the guest experience.

• Minimum 6 years of progressive experience in customer service, hospitality, retail, or destination management.
• At least 3 years in a managerial or leadership role
  , ideally in multi-site operations.
• Experience in luxury retail, hotels/resorts, aviation, fine dining, museums, or high-profile cultural destinations preferred.
• Bachelor’s degree or Diploma in Business, Hospitality, Marketing, or related fields
  .

• Based at Saadiyat Grove, Abu Dhabi
  , interacting daily with guests, tenants, and retailers.
• Requires presence during operational hours,
  weekends, holidays, and key seasonal activations
  .
• Flexible and adaptable to the needs of a dynamic, high-profile, guest-facing environment.

• Customer satisfaction: NPS, CSAT, Mystery Shopper results, resolution quality
• Operational excellence: SOP compliance, complaint resolution time, audit results
• Team performance:
  Engagement, training completion, service recovery effectiveness
• Financial & Gift Card management:
  Accuracy of reconciliation, zero cash variances, timely reporting
• Reporting:
  Timeliness, accuracy, and insightfulness of operational and guest reports