Visitor Guide Team Leader

Job description / Role

BigFish Recruitment are a Dubai based recruitment and HR consultancy company. On behalf of our client ServeU, who have been appointed as the HR Services and Staffing provider to the UK Pavilion at Expo 2020 Dubai, we are seeking talented individuals to work in the United Kingdom’s Pavilion at the Dubai EXPO 2020 event. Visitors to the Pavilion will be provided with an interactive, high tech visitor experience.

Working Hours:
Shifts to cover site operations between 9.00am to 11.00pm – 7days a week. Typical shift timings will be 9.00am to 4.30pm or 4.00pm to 11.00pm, either 4 or 5 days a week dependent on the rosters. Weekend work will be required

Job Purpose:
We are currently seeking Pavilion Visitor Guide Team Leaders to work at the event. Reporting to the Pavilion Operations Manager. As a Visitor Guide Team Leader, you will be responsible for the shared management of 30 Visitor Guides, ensuring the smooth and seamless delivery of an exceptional visitor experience.

Key Tasks and Duties:
• Motivate and inspire Visitor Guides
• Forecast and anticipate needs, wants and concerns from staff and lead by example to build an effective and happy team.
• Provide and model outstanding customer service to all stakeholders including visitors, clients and colleagues.
• Deal with any public complaints calmly, efficiently and politely following Pavilion complaints procedures and reporting upwards as necessary to ensure smooth running of operations,
• Managing and organising the Visitor Guides day-to-day shifts and rosters.
• Managing the Visitor Guides absence cover, lunch breaks and incentive initiatives.
• Monitoring queues and pinch points such as entrance and Pavilion safety visitor numbers, ensuring all H&S requirements are adhered to at all times
• Managing the Visitor Guides delivering tours, educational workshops and facilitating visitors inside the UK Pavilion, ensuring guides deliver programmes as rostered and to standards
• Manage the opening up procedures including morning checks and closing procedures of the Pavilion depending on shift patterns.
• Be actively part of the management structure for evacuations, leading visitors and staff as required.
• Work in conjunction with other contractors such as cleaners and maintenance as required to ensure smooth and continuous running of the Pavilion.
• Offer additional support to the Pavilion Operations Manager as required.
• Work closely with the HR Manager to ensure all staff follow correct HR procedures.
• Take care of personal and departmental well-being ensuring all staff adhere to staff policies as laid out in the staff handbook.
• Cover for Visitor Guides when required
• Perform duties whilst adhering to Expo 2020 Covid-19 guidelines and SOPs as instructed during the training and as laid out in the staff handbook

Requirements

Skills/Competencies required:
• Experience in staff management and operating large teams.
• Strong interpersonal skills, able to lead, influence and motivate team members.
• Excellent organisational skills, with the ability to multitask, problem solve, think quickly and adapt to ever changing environments.
• Excellent customer service skills
• Experience of working in a visitor facing environment,
• Flexible approach with a ‘can do’ attitude,
• Experience of developing and scheduling daily rosters and staff shifts
• Diplomatic and cultural awareness when working with other Pavilions and Expo authorities
• A good understanding of the English. Other languages would be an advantage
• Proactive and responsible approach to challenges and daily operational running
• A good communicator, flexible and excellent team player

In return you will be provided with a competitive salary plus other benefits and the opportunity of a lifetime to work on such a world-renowned iconic event in what promises to be one of the stand out Exhibition

About the Company

Service

Our aim is to provide our clients and candidates with a consistent, quality service that goes beyond the norm, giving them peace of mind and complete trust in our ability to meet their needs.

Knowledge

Big Fish consultants specialise in their fields and have extensive experience in the region and beyond. We take pride in our knowledge and network and believe that our relationships are built on trust and integrity and are made for the long term.

Care

At Big Fish, as well as caring for the people we work with, we also care about the world and environment we live in, that's why Big Fish support initiatives that promote human welfare, environmental protection and sustainability.