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Senior Manager School Groups Guest Services

Expo 2020 Dubai

Posted on December 2, 2019

8 - 9 years Dubai - United Arab Emirates

Any Graduation. Any Nationality

Opening 01

Job Description

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Department Definition
The role of the Event Operations Front of the House (OPF) department is to manage activities across the event delivery of Expo 2020. OPF includes the following service areas: (1) Guest Services, (2) Transport Traffic & Parking (3) Venue Management and (4) Fleet & Site Tours (5) Event Delivery Office and (6) Health and Safety.
Opportunity Responsibilities
The purpose of the Senior Manager School Groups Guest Services is to lead on the planning, development, delivery and operation of the school groups tour program. This role will lead a diverse team of paid staff, volunteers and contractors to deliver the guided tours and required services to the expected 2.3 million school group guests and ensures a seamless delivery and consistent high quality of these tours. They will also work closely with the School Programs Team to align the event operations with the vision created by this team.
The main responsibilities for this role include:
- Develop the operational plan for the GSE school group tours program;
- Responsible for the school group tours program planning, testing and delivery;
- Align the master site plan to benefit the school group tours program experience, working closely with the Real Estate Team to ensure the guest experience operational needs are considered and planned for;
- Ensure all external stakeholders are fully integrated in the operational strategy for the school group tours program;
- Work closely with the Schools Team, Venue Management, Accreditation, Ticketing, Security, Transport, Programming and Entertainment to ensure the schools group tours program operational plan is aligned and well-coordinated;
- Manage the procurement process for tour guides and any other requirements related to the program;
- Lead the development of policies and procedures related to the school group tours program;
- Support in the development of the training plan for school groups tour guides and volunteer team members;
- Work with School Group Team in the development of the guided tours for all possible tours that are being planned onsite;
- Liaise with the Schools Team, Thematic Pavilions Team and Attraction Directors as it relates to the school group tours program;
- Work closely with the GSE Staffing Team to ensure effective delivery and management of staff utilizing technology where required.

Advertising / PR / Event Management


Desired Candidate Profile

8+ years in a management role working on a previous major event program or attractions operation, with specific experience related to developing guided tours and front line guest service staff management;
- Bachelors degree with ion a relevent field;
- Program / project management experience leading guest facing interactions and guided tours;
- Experience in working in a multi-cultural organization, GCC region desirable, UAE preferred;
- Experience in working on training plans for big multicultural teams and events (short time to train people with no second chance);
- Experience on planning schedules, shifts and rosters for a large team with multiple individual situations;
- Experience in leading volunteers
- Comfortable leading a guided tour geared toward children aged 4-18 years;
- Expectation is to be able to deliver tour as needed;
- Knowledge across all key event operational functions, understanding the Guest Services dependencies with the other operational functions and non-operational directorates.


Senior Manager School Groups Guest Services


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Expo 2020 Dubai

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