Family Engagement Supervisor

OliOli

Dubai, UAE

Posted
Ref: RP199-08

Job description / Role

BASIC FUNCTION AND SUMMARY
- Family Engagement Supervisors ensure that all Museum guests have an educational, enjoyable and safe experience by providing leadership to the team of front-­line employees, offering outstanding customer service to guests in the Museum, and by ensuring the Museum is welcoming, clean, and properly staffed. As a member of the leadership team, each Family Engagment Supervisor helps to train, coach and supervise OliOli Imaginators regarding interaction, facilitation and the guest experience. Family Engagement Supervisors work directly on the floor, facilitating and resetting within exhibits. Family Engagement Supervisors also collaborate with the OliOli leadership team to ensure the successful implementation of special events, facility rentals and Museum programs, including Birthday Parties, workshops, and daily programs.

ESSENTIAL DUTIES/RESPONSIBILITIES
- Supervise, coach and lead 1-­on-­ 1 check-­in meetings with OliOli Imaginators
- Support training for the Imaginator team with collaboration from the Director of Family Engagement.
- Help plan and facilitate staff development meetings and activities.
- Perform daily opening and closing duties; clean and reset exhibits throughout the day as needed
- Model appropriate adult-­child interactions and exemplary customer service with OliOli guests and partners
- Coordinate with relevant colleagues to ensure that OliOli is clean and safe
- Perform other duties and be involved in projects that contribute to achievement of OliOli’s objectives
- Work with Director of Family Engagement to accurately measure visitor satisfaction on a periodic basis
- Create a seamless mechanism to understand, assess, and respond to visitor feedback (positive or negative)
- Structured compilation and sharing of the visitor feedback with colleagues to address the complaints raised and avoid similar problems in the future
- Create a seamless mechanism to understand, assess, and respond to visitor feedback (positive or negative)
- Structured compilation and sharing of the visitor feedback with colleagues to address the complaints raised and avoid similar problems in the future
- Maintain a safe environment at all times and report any malfunctions or safety issues on the Museum floor to appropriate staff in a timely manner.
- Manage staff scheduling to ensure adequate coverage for daily operations, events and programs
- Support the hiring and onboarding process; including interviewing, scheduling and.

JOB REQUIREMENTS
- At least 18 years of age
- Abide by OliOli Policies and Procedures
- Wear appropriate attire and uniform when on duty
- Establish and promote a positive, team-­based and “visitor-­first” centric culture
- Role model culture spending as much time interacting with the families as possible
- Bring positive energy to the floor, and motivate the Imaginators to ensure that
- kids/visitors are having an amazing time
- Ensure and enable transparent/effective communication within the Imaginators
- and with colleagues in other departments
- Ensure that the Imaginators are completely aligned with OliOli’s values and that
- they can communicate them clearly and articulately
- Recruit, lead and integrate full-­time and part-­time Imaginators for busy periods
- Actively collaborate with colleagues, and proactively contribute to the success of
- any special events and programs designed to enhance OliOli’s profile within the community

Hours: 40 hours per week; variable evening weekend and additional coverage as needed
NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.

Requirements

QUALIFICATIONS
- Demonstrated interpersonal, organizational, and leadership skills
- Supervisory/leadership experience and ability to effectively supervise and motivate staff
- Ability to manage time, prioritize tasks and balance project demands effectively
- Leadership experience preferred
- Excellent problem-­solving skills, commitment to customer service and strong attention to detail. Customer service and/or education management experience preferred
- Ability to handle emergency situations with professionalism and competence
- Outstanding communication skills and ability to coordinate, ensure and troubleshoot customer service and operational needs
- Fluent English proficiency, writing and public speaking skills

TRAITS & CHARACTERISTICS
- Visitor-­focused in terms of professional priorities; on the floor constantly, ensuring all visitors (and colleagues) having a great time
- Truly passionate and driven in delivering a great experience to children; loves working with kids; empathetic and cares deeply about children’s development
- Well-­tested in terms of working in high-­pressure environment and demanding places with large crowds
- Calm and mature in terms of resolving visitor issues
- Natural leader – is respected by colleagues; culture carrier – capable of instituting the right culture
- Lots of positive energy; respectful of diversity; patient and empathetic; friendly; courteous

About the Company

OliOli is the Hawaiian word for 'joy'. With 8 galleries and over 40 exhibits, OliOli is an interactive play museum of delights to stimulate a child's body and mind.

We exist to bring wow experiences to children of all ages - creating a wholesome and delight-filled alternative to screen-based fun. Each space has been thoughtfully conceived with creativity and innovation, designed to inspire, stimulate imagination and curiosity, and spark a love of learning.

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