Guest Service Associate

Position – Guest Service Associate (Curiosity Crew)



Executive Summary

woo-hoo! Children’s Museum is a brand concept of IEX Recreational Playground L.L.C. woo-hoo! is a state-of-the-art edutainment centre that offers children and their families the opportunity to learn through play. All galleries, and programs are designed specifically for children to explore their innate curiosities in a non-judgmental environment. 

Join an amazing group of people at woo-hoo! 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.

Position Summary

The Curiosity Crew is responsible for fulfilling woo-hoo! vision of creating awesome experiences and memories for children. Working within exhibit zones, they act as woo-hoo! brand ambassadors, with the primary objective of engaging with all guests in an empathetic, thoughtful and joyful manner.

Key Duties & Responsibilities

Guest Experience and Service 

• Be an ambassador for woo-hoo!; ensure that every guest’s experience meets or exceeds expectations, specifically through inclusive, culturally appropriate, positive and memorable interactions with a friendly and sincere approach.  
• Treat every guest with respect and provide friendly, courteous communication by orienting them to the building and informing them of the exhibit’s areas and programs. 
• Provide excellent guest service, and facilitate guests’ experience and journey through a proactive and thoughtful interaction. 
• Contribute to a positive, team-based, and “guest-first” culture. 
• Manage groups of children from schools, birthday parties, or camp activities.  
• Attend to guest queries/complaints. Amicably resolve matters with dissatisfied guests. 
• Manage any situation with overcrowding in relation to the maximum capacity of the area or around a particular exhibit. 
• Comfortably facilitate and manage exhibit spaces and components. 
• Collect and communicate guests’ feedback and suggestions. 
• Follow and perform the daily opening/closing protocols and procedures including (but not limited to) routine cleaning, restocking, and preparation of program materials. 

Exhibits area / Education 

• Have an honest and comprehensive understanding of woo-hoo! philosophy and developmental, pedagogical, and other learning objectives. 
• Develop a deep understanding of the learning opportunities for each exhibit/gallery. 
• Understand and stay current with the exhibit and program initiatives. 
• Participate in training programs designed to enhance interaction with guests in the ‘woo-hoo!’ manner. 
• Work as a team to ensure that the entire building (and each and every gallery/corner) within the premises is highly presentable (clean, tidy, supplies in proper place, well organised, properly maintained, etc). 
• Manage the use, quality, and organisation of consumables. 

Safety / Security 

• Provide a safe environment for all guests, specifically for the children. 
• Communicate any safety/performance issues regarding exhibits components. 
• Adhere to all policies and procedures of woo-hoo! 
• Assist guests in case of an incident or an emergency situation. 
• Take ownership of the safety of the facility and report and follow up on any repairs, or changes needed. 
• Attend training and be prepared to perform emergency procedures (i.e. fire evacuation, accident reporting, etc). 

Other Responsibilities 

• Working with other colleagues, proactively contribute to the success of any special events and programs.  
• Perform other duties and be involved in projects and activities that contribute to the achievement of woo-hoo! objectives. 

Qualifications 

• 1- 2 years of experience working with young children (ages 0-12) and their families in recreational settings, afterschool programs or classrooms. 
• Excellent communication skills and ability to interact positively with children, adults, and large groups. 
• Experience working in a fast-paced, high-volume environment. 
• Ability to work with diverse staff and guests. 
• Excellent grasp of the English language. Bilingual is a plus. 

Physical Demands

• The role is expected to be physically demanding and the candidate must have the physical and emotional capacity to deal with the role’s requirements. 
• This position requires the ability to do one or more of the following; Stand throughout the day, sit, walk, bend, and reach above and below shoulder level, carry objects of differing sizes and weights. 
• Involves frequent repetitive motion.  
• The noise level in the work environment is highly variable, from quiet to loud. 
• The working timings include morning and/or evening shifts. Weekends and holidays work are required. 
• Uniform/dress code required.

What we offer: 

• Excellent working environment.
• Substantial career progression.
• Market competitive salary package based on experience.  
• Standard benefits as per the UAE Labour Law.