OliOli Assistant Guest Engagement Manager

About the job [Oli Oli® Dubai] Assistant Guest Engagement Manager

Position: Assistant Guest Engagement Manager

Location: Dubai, UAE

Executive Summary

Join an amazing group of people at Oli Oli® and help their mission to deliver exciting, joyful, differentiated, world‑class, and incredibly fun experiences to children that nurture their innate sense of curiosity and exploration.

Oli Oli® (means joy in the Hawaiian language) is a multiple award‑winning contemporary children’s museum that opened to rave reviews in 2017. Founded by a group of parents who are passionate about open‑ended non‑judgmental play, Oli Oli® entails 8 interactive galleries comprising over 45 hands‑on exhibits.

The awesome team at Oli Oli® comes from over 18 countries including United States, Scotland, Switzerland, Colombia, India, Philippines, South Africa, Zimbabwe, Pakistan, Latvia, and Iran. Find out more information about Oli Oli® oli.ae or  .

We are young parents who have been blessed to follow our dream. Our dream is for children to be happier, more creative, more imaginative, more informed, inspired, aware, balanced and amazed. We aim to see joy on the faces of children.

The Assistant Guest Engagement Manager will be a member of the senior team leading the guest engagement efforts at Oli Oli® Dubai. Among other things, they will be responsible for (a) all aspects of guest engagement and satisfaction including continuously strengthening and actively leading/inspiring a team of 15-20 frontline professionals, (b) supporting the implementation of different programs on a periodic basis, and (c) contributing to a culture of flawless execution of guest experiences and continuous improvement.

• Act as the Duty Manager on the floor and take full control of the museum operations on those occasions
• Take full ownership of leading all aspects of guest engagement / satisfaction
• Ensure that all children/guests visiting Oli Oli® have an awesome and memorable experience through a highly talented, effective, kind and committed frontline team
• Guest feedback:
• Accurately measure and respond to guest satisfaction on a periodic basis:
• Effectively collect information from guests to understand how they spend their time in the space and how we can improve that experience through (a) reviews (b) frontline team and (c) guest interactions
• Spend time on the floor, particularly during special program implementation to understand guest feedback and address it as appropriate
• Structured compilation and sharing of the guest feedback with colleagues to address the complaints raised and avoid similar problems in the future
• Identify any patterns/systemic issues in relation to guest dissatisfaction and resolve them in an optimal and appropriate manner
• Check the various virtual platforms where guests provide their feedback and respond to guests as appropriate/required
• Based on guest feedback, identify galleries/programs which require new/additional content and resources
• Ensure that the frontline team is well‑equipped to engage with different types of group visits, including field trips and birthday party visits

• Ensure that the team has a thorough understanding of why Oli Oli® exists, and why we do what we do
• Recruit/develop superstar facilitators as part of the frontline team
• Contribute towards a positive, genuine, team‑based, guest‑first centric culture
• Keep team morale high through a) recognizing star performers b) encouraging and enabling others to outperform c) sincerely caring for their development and growth d) having informal gatherings for team building activities, etc.
• Supervise and oversee the performance of the frontline team; assess/evaluate and provide constructive feedback regularly with a continuous focus on their development and on improving guest satisfaction
• Bring positive energy to the floor, and inspire the frontline team to ensure that kids/guests are having an amazing time
• Develop + implement a training calendar for the frontline team that enables them to excel at engaging with guests in a meaningful way; bring in experts as/when appropriate + necessary
• En…