[Hoppi] Guest Engagement Team Lead

PositionGuest Engagement Team LeadLocationAbu Dhabi, UAEAbout HoppiHoppi® 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 FOUNDERSWe 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 aboutThe 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 withProvide impeccable service to the Hoppi® guests including children, parents, caretakers, and other visitorsModel appropriate adult-child interactions and exemplary customer service with Hoppi® guests and partners; provide leadership on the floor – in alignment with Hoppi® core valuesHelp nourish and sustain a culture of guest-centricity, cohesion, playfulness, and positive reinforcementSupervise, coach and lead 1-on-1 check-in meetings with Hoppi® front-of-house colleagues working on the reception and within the galleriesManaging 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 colleaguesRole 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 excellenceOverseeing floor and program facilitation, leading activations and events (including birthdays, fieldtrips and camps), managing daily schedules and daily briefingsTaking 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 businessHandling all guest concerns and questions around our offerings, events, approach, and galleries. Resolving low-level conflicts with and in-between guestsPositively 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 costsUnderstanding the team priorities and working towards their achievement, delivering on time and with high qualityEncouraging creativity within the team and creating a safe environment for the team, listening to colleagues feedback and incorporating views of colleagues as appropriateSupporting 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 developmentSupporting recruitment activities and independently conducting open days for recruitmentWhat you'll need to bring to the tableEssential: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 skillsSupervisory/leadership experience and ability to effectively supervise and motivate staffAbility to manage time, prioritize tasks and balance project demands effectivelyLeadership experience preferredExcellent problem-solving skills, commitment to customer service and strong attention to detailAbility to handle emergency situations with professionalism and competenceOutstanding communication skills and ability to coordinate, ensure and troubleshoot customer service and operational needsAbility to work with diverse staff and visitorsDesirable:Education in early childhood development is considered a plus.Self-starter and self-motivated; thrives working in a team-oriented and collaborative environmentLots of positive energy; respectful of diversity; patient and empathetic; friendly; courteousInterest and enthusiasm for working with children and f