Role in Customer Experience -Dubai Opera

Job Purpose

JOB DESCRIPTION

To lead the delivery of world class customer service at Dubai Opera, while ensuring the welfare of customers, audience members and guests and upholding all Dubai Opera Policies. Assist patrons at entertainment events by performing duties, such as collecting admission tickets and passes from patrons, assisting in finding seats, searching for lost articles, and locating such facilities as rest rooms and telephones.

Key Accountabilities

• To deliver world class customer service to all audience members, guests, internal and all other external clients of Dubai Opera, by greeting, offering directions and answering enquiries.
• Proactively promote the full range of Dubai Opera experiences available to customers, audience members guests and clients
• To enforce Dubai Opera policies that relate to the auditorium/theatre, lobby, health & fire safety, building security and FOH services.
• Ensure the safety of the audience during performances and events
• Supervise and oversee designated areas within Dubai Opera, ensure ushers are in their correct positions for opening the house / events
• Make regular checks on the general tidiness of Dubai Opera, and report any general problems to the appropriate FOH Manager/Duty Manager
• To complete all FOH paperwork and file accordingly.
• Dealing with customer complaints and resolving issues efficiently with a professional manner, escalating issues where necessary to the FOH Manager or Deputy FOH Manager
• To immediately report and take a lead on any accident or incident ensuring appropriate policies and procedures are followed.
• Be well groomed and wear the Dubai Opera uniform at all times.
• To attend regular FOH meetings and Usher meetings, also attend daily briefings and any handover meetings deemed necessary.
• To act always in the best interest of Dubai Opera.
• Undertake any other associated reasonable duties and tasks as directed by the Front of House Manager / Deputy Front of House Manager.
• support in the delivering of training to new joiners and casual staff
• Conduct venue tours as and when required by the Deputy FOH Managers or the FOH Manager
• Responsible for the management of the uniforms, overseeing the collection and deliveries from the cleaning company, monitoring the condition of the uniforms and reporting any defects to the Deputy FOH Manager and reconciling invoices to delivery notes
• Completing briefing sheets for Dubai Opera Team
• Completing all registration/ check list forms for each performance.
• Handling of the casual staff, by supporting the FOH Manager/ Deputy FOH manager with rostering, confirmation of the rosters and ensuring timesheets are completed.
• Answer all customer contact forms related to FOH.
• To support the ushers in answering Dubai Opera calls.
  
  

Qualifications, Experience & Skills

Minimum of two years customer service experience with one year in a supervisory role.

Job-Specific Knowledge & Skills

• The ability to stay calm under pressure
• Experience of leading a team of staff
• Efficient and well organized
• Excellent communication skills
• Outgoing personality and an ability to read body language
• Team player and able to work with different nationalities and cultures
• Ability to follow instructions and give basic instructions
• Experience in a fast-paced environment
• Ability to stand for long periods of time
• An interest in the arts and an enthusiasm for working in a socially engaged and culturally diverse environment.
• Flexibility to work irregular hours as the job demand, willing to work shifts, as required including weekends and public holidays.