Senior Guide

Job Description

Reports to:

VIP & Guest Relations Manager

Working alongside the VIP & Guest Relations Manager, the Senior Guide plays a key role in shaping the visitor experience by leading guided tours, mentoring junior guides, and overseeing the delivery of information about the Foundation’s exhibitions and programmes, while collaborating with the Guest Relations team on the organization and execution of events.

• Handle different visitor group categories according to their seniority. Groups include but not limited to VIP, official delegations, art professionals, schools, press and regular visitors.
• Lead guided tours of current exhibitions, delivering insight on works and addressing any related inquiries.
• Manage the pre- and post-guiding process, including research, following the suggested itinerary, preparing welcome packs, and evaluating tour outcomes through feedback.
• Oversee and manageinformation centres and desks across all venues, including ticket and slot bookings, providing directions and guidance, and responding to visitors' questions.
• Greet visitors at the entrance and provide general information about SAF, its exhibitions and programmes.
• Handle complaints and issues as they arise, working to de-escalate situations and reach appropriate resolutions.
• Ensure the comfort and safety of visitors at all times.
• Review and forward visitors' feedback to the direct manager before submission to management.
• Assist with organizing events according to assigned tasks and duties, such as welcoming, ticketing, scanning, seating, and headcounts.
• Support Guest Relations, with greeting and connecting guests to senior members during official events.
• Assist Guest Relations with event rundowns and guest flow.
• Coordinate with Guest Relations on guest lists and seating arrangements for private dinners and events.
• Work with Guest Relations with collecting accurate visitor data and building the database.
• Mentor new guides and interns, transferring knowledge on exhibitions, tour protocols, and teamwork standards.
• Support the continued training and development of the team to maintain high performance standards.
• Perform office and administrative duties as assigned.
• Undertake any other duties that may be reasonably required by senior management.

Bachelor's Degree, in Art, Culture, Tourism, Hospitality, or a related field.

Minimum 4-6 years of experience in guiding, visitor services, or museum/gallery education.

Prior experience training or supervising junior staff.

• Excellent verbal communication and public speaking skills.
• Strong knowledge of art and culture.
• Fluency in Arabic and English (additional languages a plus).
• Leadership and mentoring ability.
• Strong customer service orientation.
• Excellent organizational and multitasking skills.
• Willingness to work flexible hours, including evenings and weekends as needed.
• Proficient in MS Office Suite.