Visitor Services Duty Manager / / Natural History Museum Abu Dhabi

Overview

JOB DESCRIPTION

Visitor Services Duty Manager Natural History Museum, Abu Dhabi

About BLR

BLR WORLD is an award-winning talent consultancy for the culture, entertainment and events sectors, enabling organisations to plan, staff and operate unique permanent and temporary visitor experiences with the very best people.

Our core services are HR Consultancy, Recruitment, Training, and Operations. We find brilliant people, create high performing teams, design environments and training to help them thrive, then manage them seamlessly on the ground. The result? One-of-a-kind experiences delivered by energised and enthusiastic teams, exceeding the highest standards.

About the Role

This duty manager role is responsible for supervising and supporting a team of Visitor Services Hosts who will be: selling tickets; providing information; monitoring the galleries; operating the cloakrooms; and delivering customer services for our visitors. This position ensures the Host team delivers their objectives and ensures NHMs visitors receive first class care.

Responsibilities

1. Operational Leadership & Staff Supervision
   • Lead and supervise front-of-house teams (Visitor Services & Ticketing).
   • Oversee staffing, attendance, performance, breaks, and schedules.
   • Manage cash floats, ticketing resources, and staff equipment.
   • Conduct daily briefings and ensure a positive work environment.
   • Organize and deliver staff training to maintain service standards.
2. Visitor Experience & Customer Service
   • Act as the main point of contact for visitors, ensuring excellent service.
   • Manage visitor flow, queues, and congestion control.
   • Handle complaints, feedback, and VIP/special visits.
   • Support ticket, membership, and service sales.
3. Health, Safety & Security
   • Conduct opening/closing checks and monitor compliance with HSE standards.
   • Act as shift lead for operations, security, and emergency procedures.
   • Report and investigate incidents, equipment faults, and near misses.
   • Implement contingency plans during system/process failures.
4. Administration & Reporting
   • Prepare daily reports (visitors, sales, incidents).
   • Support training sessions and report staff performance issues.
   • Ensure compliance with professional conduct and grooming standards.

Required Experience

• Experience of working in a supervisory position in a customer focused environment
• Experience of selling tickets using a ticketing system
• Strong IT skills and the ability to pick up new software quickly.
• Fluent Arabic and English written and spoken.

Preferred Experience

• Additional language skills are an advantage.
• Experience in museums or tourist attractions.

Education/Qualifications

• Degree-level in a relevant subject, e.g. tourism, art, history, museum studies, arts, administrations.