Guest Service Assistant

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

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