Guest Engagement Team Lead

Position: Guest Engagement Team Lead

Location: Abu Dhabi, UAE

WHO WE ARE

OliOli was our first pioneering project - a childrens museum that redefined play and learning by creating immersive galleries for open-ended exploration. Building on this foundation, we are now bringing Hoppi - a new play destination for families - coming soon to a new mall in Abu Dhabi.

Hoppi is designed especially for children aged 2–8, combining active physical play experiences with engaging, hands-on exhibit zones. It is a space where children can play, imagine, and explore, while parents enjoy a safe, enriching, and welcoming environment.

Hoppi aims to be a beloved family destination in Abu Dhabi, adding joy, creativity, and playfulness to the lives of families.

NOTE FROM OUR FOUNDERS

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 children's faces.

WHAT THIS ROLE IS ALL ABOUT

The Team Lead is responsible for the hands-on facilitation and oversight on the floor, role model guest engagement and introducing ideas for enhancement of the galleries and Hoppi venue. The Team Lead helps to train, coach and supervise Hoppi front-line colleagues regarding interaction, facilitation and the guest experience. They take a proactive approach, leads by example, and engages with colleagues inside and outside of their domain.

WHAT WE'LL TRUST YOU WITH

• Provide impeccable service to the Hoppi guests including children, parents, caretakers, and other visitors
• Model appropriate adult-child interactions and exemplary customer service with Hoppi guests and partners; provide leadership on the floor – in alignment with Hoppi core values
• Help nourish and sustain a culture of guest-centricity, cohesion, playfulness, and positive reinforcement
• Supervise, coach and lead 1-on-1 check-in meetings with Hoppi front-of-house colleagues working on the reception and within the galleries
• Managing team building activities and initiatives on a periodic basis – which are combined with training/conversations/communication etc.
• Conduct daily briefings to ensure that the team is well-informed and ensure seamless communication with all colleagues
• Role model behavior (leading by example) in guest engagement, setting world-class standards for him/herself and providing specific/tangible guidance to the team to enable them to strive for excellence
• Overseeing floor and program facilitation, leading activations and events (including birthdays, fieldtrips and camps), managing daily schedules and daily briefings
• Taking initiative to jointly set objectives with the Venue Manager, collating guest feedback for improvement, identifying trends in terms of guest constraints and proactively suggesting ideas for mitigating those constraints, structuring the work and improving the business
• Handling all guest concerns and questions around our offerings, events, approach, and galleries. Resolving low-level conflicts with and in-between guests
• Positively influencing guest decisions in terms of their purchases (example: converting a single visit into a membership)
• Having a conscientious approach and mindset to procurement, variable staffing, and other costs
• Understanding the team priorities and working towards their achievement, delivering on time and with high quality
• Encouraging creativity within the team and creating a safe environment for the team, listening to colleagues feedback and incorporating views of colleagues as appropriate
• Supporting the onboarding of new colleagues, ensuring all team members are fully trained and briefed on the requirement of their role and function. Providing guidance and assistance to junior colleagues on their tasks and development
• Supporting recruitment activities and independently conducting open days for recruitment

WHAT YOU'LL NEED TO BRING TO THE TABLE

Essential:

• Has advanced experience in customer service, education, hospitality or retail operations.
• Education in early childhood development is considered a plus.
• 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
• Ability to handle emergency situations with professionalism and competence
• Outstanding communication skills and ability to coordinate, ensure and troubleshoot customer service and operational needs
• Ability to work with diverse staff and visitors

Desirable:

• Education in early childhood development is considered a plus.
• Self-starter and self-motivated; thrives working in a team-oriented and collaborative environment
• Lots of positive energy; respectful of diversity; patient and empathetic; friendly; courteous
• Interest and enthusiasm for working with children and families.
• Adaptable to perform a variety of duties.

WHAT ELSE IS IN IT FOR YOU

• Internal growth and development opportunities
• Diverse and welcoming team
• Employee Discounts for Hoppi products
• Regular team socials and outings
• Employee referral program