Guest Service Assistant

Guest Service Assistant (GSA)

Viewing Deck Platform (VDP) – Jebel Jais

About Jebel Jais

Jebel Jais, located in Ras Al Khaimah, is the UAE's highest mountain and one of the country's leading adventure and tourism destinations. Home to attractions including Jais Flight, Jais Sky Tour, Jais Sledder, Bear Grylls Explorers Camp and the Viewing Deck Platform, the mountain offers visitors a unique combination of adventure, nature and breathtaking views.

• Job Purpose
  
  

The Guest Service Assistant is responsible for providing excellent customer service to visitors at the Jebel Jais Viewing Deck Platform. The role involves welcoming guests, managing ticket sales and payments, providing information about available attractions, promoting additional experiences, and ensuring a safe, enjoyable and memorable guest experience.

• Key Duties and Responsibilities
  
  

Guest Services And Customer Experience

• Welcome and assist guests in a friendly, professional and courteous manner.
• Provide accurate information regarding the Viewing Deck Platform, facilities, attractions and safety guidelines.
• Respond to guest enquiries, provide directions and assist visitors with special requirements.
• Handle guest concerns and complaints professionally, escalating matters to the Team Leader when necessary.
• Maintain a good understanding of all Jebel Jais attractions to provide recommendations and assist with guest enquiries.
  
  

Ticketing, Cash Handling and Sales

• Process ticket sales, bookings and additional purchases accurately using the Point of Sale (POS) system.
• Accept cash and card payments while ensuring accuracy in all financial transactions.
• Maintain responsibility for assigned cash floats and complete daily cash reconciliation procedures.
• Promote and upsell additional Jebel Jais experiences, activities and available offers.
• Ensure all transactions are recorded accurately and comply with company financial procedures.
  
  

Operational Support and Safety

• Maintain cleanliness and organization of ticket counters, reception areas and guest facilities.
• Monitor guest movement and assist with queue management during busy periods.
• Follow all company health, safety and operational procedures.
• Report any safety hazards, maintenance concerns or operational issues to the Team Leader immediately.
• Assist with emergency procedures and guest evacuations when required, in accordance with training and company protocols.
• Support daily opening and closing procedures as assigned.
• Key Performance Indicators (KPIs)
• Guest satisfaction, feedback and service standards.
• Accuracy of cash handling and daily reconciliation.
• Achievement of upselling and cross-selling objectives.
• Attendance, punctuality and adherence to assigned shifts.
• Compliance with company policies, safety procedures and operational standards.
• Qualifications, Experience and Skills
• Previous experience in customer service, hospitality, retail, ticketing or cashier operations is preferred.
• Entry-level candidates with strong communication and customer service skills may also be considered.
• Good verbal communication skills in English; Arabic or additional languages are an advantage.
• Basic numerical skills and the ability to handle cash transactions accurately.
• Ability to operate or quickly learn POS and ticketing systems.
• Ability to work effectively in a fast-paced, guest-facing environment.
• Willingness to work outdoors in varying weather conditions, including weekends and public holidays.
• Good communication skills in English are required. Proficiency in Arabic is essential, and candidates fluent in both Arabic and English will be given preference.
• Personal Attributes
• Friendly, approachable and customer-focused.
• Professional appearance and positive attitude.
• Honest, reliable and responsible when handling payments.
• Strong teamwork and interpersonal skills.
• Flexible and adaptable to operational requirements.
• Ability to remain calm and professional when dealing with challenging situations.
• Working Conditions
  
  

The position is based at the Jebel Jais Viewing Deck Platform and requires working in an outdoor mountain environment with varying weather conditions. Employees will work according to an operational shift roster, including weekends and public holidays.

Company transportation will be provided from designated pick-up locations.

• General Responsibilities
  
  

The employee is expected to comply with all company policies, procedures, safety regulations and service standards.

This job description outlines the primary responsibilities of the position and is not exhaustive. The company reserves the right to assign additional reasonable duties consistent with the employee's role and operational requirements.