Guest Services Senior Manager

Miral Experiences is a region’s leader in the management and operation of world-class, award-winning immersive attractions and experiences across Abu Dhabi. Our diverse portfolio includes some of the most iconic entertainment and leisure destinations, including Ferrari World Yas Island Abu Dhabi, Yas Waterworld Yas Island Abu Dhabi, Warner Bros. World™ Yas Island Abu Dhabi, Sea World Yas Island Abu Dhabi, CLYMB™ Yas Island Abu Dhabi, and Team Lab.

Phenomena Abu Dhabi, as well as cultural treasures like Qasr Al Watan. We specialize in crafting unique experiences that cater to all tastes and ages, delivering a seamless blend of thrills, joy, and discovery. Our attractions are designed to ignite the imagination and create unforgettable memories for visitors from around the world. Whether you're seeking excitement, relaxation, or cultural enrichment, we offer something for everyone.

This is a guest facing role which ensures smooth and efficient delivery of the experience for all guests who visit Warner Bros. World. This position oversees the daily operations of guest services functions ensuring exceptional guest care and generating revenue to contribute to overall goals and financial sustainability,

This position is responsible for promoting and maintaining exceptional standards for guest services. The role oversees and improves upon the day to day operations of ticketing, school/group entrance, valet parking, turnstiles, stroller and wheelchair rentals, lost & found, information point, paid attractions, flash pass, & annual pass

Additionally, this role supports the Operations Senior Manager with strategic and operational planning for the department. The Guest Services Senior Manager will work with the Operations Team and Management to guide both departments in daily operations.

• To develop the department budget/capex annually
• Analyse, control and monitor/report operating expenses and labor expenses
• To maintain building, facilities, equipment and supplies in order to minimise damage, reduce waste and control costs
• Approves purchases per institutional procurement policy
• To actively seek and implement other products and packages to increase other park revenue
• Supervise and evaluate Guest Services team
• Manage colleagues to include their on and off the job training, daily attendance, grooming, coaching, appraisals and personal development plans
• Recruit efficient colleagues, develop and train them for future leaders
• Ensure that all colleagues are effectively multi-skill trained to support fluctuating business needs at all locations
• Openly communicate appropriate and useful information through various channels to include department meetings and briefings
• Motivate colleagues through the effective implementation of incentive and recognition and rewards programs
• Ensure department policies, procedures and performance standards are being implemented and maintained through their area
• Review departmental policies, procedures and performances standards to ensure these are up to date, correct and purpose changes as appropriate to ensure high levels of customer services
• Review departmental health & safety documents on a timely basis
• Review accuracy of checklists and records completed in their area and analyse as needed
• Work with management colleagues to establish department budget and set yearly goals to achieve maximum sales and net revenue
• Develop strategies for the efficient use of staff within and between departments
• Coordinate any inventory/stock take activities required in the area ensuring sufficient stock remains on hand at all times and reducing stock loss/wastage
• Facilitate efficient, convenient, and secure entry processing
• To generate financial and…