Guest Relations Executive

ABOUT THE MUSEUM OF THE FUTURE

The Museum of the Future is a public initiative created by the Dubai Future Foundation. The Foundation was incorporated in 2015 by the Prime Minister and Vice President of the United Arab Emirates, Sheikh Mohammed bin Rashid Al Maktoum, and is run under the leadership of Sheikh Hamdan bin Rashid Al Maktoum. The Museum now operates as an LLC.

The Museum of the Future is a visionary cultural institution– a centre of creativity and hope that combines elements of exhibitions, immersive theatre, and themed attractions. The destination welcomes visitors to come together to learn, explore, and start shaping our shared future. The Museum is a place like no other, a home of tolerance, inviting varied cultural, philosophical, social, and spiritual outlooks.

WHERE DOES THIS ROLE FIT INTO THE BIGGER PICTURE?

The Front of House Operations Department at Museum of the Future is dedicated to delivering and managing smooth operations across all aspects of the museum. Our mission is to provide a cutting-edge experience for staff, partners, and visitors, ensuring engagement at every touchpoint from ticketing to the storytelling narratives within our exhibitions. We proactively plan and prepare for future needs and unforeseen events, making each visit safe, clean, and seamless.

GUEST RELATIONS EXECUTIVE

As a Guest Relations Executive, you will be responsible for delivering efficient service, customer support, and exceptional visitor experiences within a collaborative team environment. Reporting to the section supervisors, you will play a vital role in ensuring the highest level of guest satisfaction.

General Functions:

• Provide consistently professional, friendly, warm, and engaging service.

• Proactively interact with guests, addressing inquiries and referring to managers when necessary.

• Support guest flow, managing crowds and queues throughout the museum.

• Handle all guest transactions with minimal errors.

• Ensure guests are properly greeted upon arrival and departure.

• Monitor daily ticket bookings and prepare logistics before guest arrivals.

• Promptly address guest requests, actively listening and resolving complaints.

• Coordinate and manage communications between guests and staff, ensuring customer concerns are resolved.

• Inform guests of museum offerings and encourage ticket sales.

• Promote all Museum of the Future amenities and programs.

• Display impeccable animation, characterization, and performance skills, including public speaking with confidence and clarity.

• Memorize and perform scripts effectively.

Ticketing & Admission Functions:

• Address guest complaints effectively and provide solutions.

• Assist guests with directions, questions, and information needs.

• Provide up-to-date information on exhibitions, events, programs, and policies.

• Manage ticketing reservations, bookings, and onsite sales activities.

• Offer upsells and promotional offers to guests.

• Explain ticket types and museum offerings to guests.

• Outline museum activities, provide orientation information about exhibits, and offer directional assistance.

• Assist guests throughout the ticket sales process, fulfilling accurate orders and processing payments electronically.

Exhibition Functions:

• Exhibit high levels of enthusiasm, interaction, and customer engagement.

• Confidently speak to large groups and educate audiences on museum exhibits.

• Perform without being easily fazed, learning and memorizing scripts.

• Deliver animated and entertaining performances as a performance-based character.

WHY THIS ROLE IS IMPORTANT?

This role is crucial as you will be the primary point of contact for visitors throughout their journey at the Museum. By providing exceptional hospitality and customer service, you will make a significant impact on their overall experience.

WHO WE ARE LOOKING FOR?

• Minimum of 3 years’ experience in luxury hospitality, visitor attractions, retail, or cultural venues.

• Strong communication skills, with the ability to clearly convey information to visitors.

• Preferable experience with cash/card handling and ticketing systems.

• Strong teamwork, troubleshooting, and problem-solving skills.

• Outgoing, charismatic, and approachable personality.

• Excellent customer service skills, patience, and willingness to help others.

• Excellent verbal English communication skills; fluency in an additional language is advantageous.

• Ability to work different shift timings, weekends, and public holidays.

• Physically fit, as the role requires long periods of walking and standing.

• Respectful, culturally sensitive, and able to communicate with a wide range of people.

• Willing to wear a uniform.

• Commitment to implementing privacy policies in your day-to-day role.