Guest Services Manager

Job Title

Guest Service Manager

Role Purpose

Lead Tour Guides, Ushers, Access Control staff and assigned Golf Cart Drivers. Own the guest experience from initial booking through departure, giving every guest VIP-level care and a seamless, memorable visit. Manage resources with financial discipline and provide timely daily and weekly reports.

Key Responsibilities

• Lead Tour Guides, Senior Ushers, Ushers, Access Control staff and assigned Golf Cart Drivers; plan deployment, shifts, breaks and changes.

• Ensure an exceptional guest experience at booking, entry, all service touchpoints and departure.

• Ensure Tour Guides deliver approved scripts and information accurately in Arabic and English, with strong presentation and guest engagement.

• Ensure all Guest Service positions complete induction, training and assessment before deployment; provide briefings, rehearsals and ongoing coaching.

• Confirm Golf Cart Drivers are trained and assessed for safe operation, approved routes and loading points, and delivery of approved basic visitor information.

• Coordinate guest movement, guided group handovers, Access Control activity and golf cart dispatch with supervisors and relevant operational teams.

• Develop and maintain the department’s standard operating procedures for enquiries, complaints, lost property, missing persons and escalation; resolve service recovery cases promptly.

• Oversee information desks, signage, wayfinding and other guest assistance services.

• Monitor guest satisfaction, including CSAT, NPS and feedback channels where implemented; use the findings to improve services continuously.

• Coordinate with Admission, internal transport, Security, HSSE and Facilities on matters affecting the guest journey or team deployment.

• Apply financial controls; monitor attendance and performance; maintain shift records and handovers; submit timely daily and weekly reports on staffing, guest issues and improvements.

• Carry out other operational duties and instructions assigned by Operations in the interests of the project and business, in line with the nature of the role, delegated authority, training and demonstrated capability.

Qualifications and Skills

• Bachelor’s degree in Hospitality, Tourism, Business or a related field.

• Three to five years of experience leading guest service, tour guiding or visitor-facing teams in an attraction, theme park, museum, venue or event operation.

• Ability to plan field deployment, coach and assess staff, and maintain service during changes and peak periods.

• Strong communication, problem-solving, presentation and reporting skills, with proficiency in Arabic and English.

Working Conditions

Site and office-based work in line with approved shifts and operating hours, including training, rehearsals, special visits, evenings and weekends when required.