Supervisor - Entry Operations - Real Madrid World

Supervisor - Entry Operations - Real Madrid World

United Arab Emirates

Job Description

About Dubai Holding Entertainment:

Dubai Holding Entertainment offers an impressive range of destinations and attractions that enhance the appeal and competitiveness of Dubai as an international tourism and leisure hub, with the added value of the quality of the facilities and the high standards of training, supervision, and security.

Ain Dubai, the tallest observation wheel in the world, is the jewel of the Bluewaters extraordinary and one-of-a-kind experience and is set to offer a majestic new experiential perspective from the eye in the sky across Dubai’s mesmerizing skyline.

Global Village is one of the longest established tourist attractions in Dubai having opened its doors in 1997. It offers world-class cultural and family entertainment, featuring 26 international pavilions and millions of visitors every season.

As the most recent attraction within Dubai Holding Entertainment, Dubai Parks and Resorts™ is the Middle East’s largest multi-themed leisure and entertainment destination comprising of three separate theme parks: MOTIONGATE™ Dubai, LEGOLAND® Dubai and LEGOLAND® Water Park.

Leading destinations and attractions by Dubai Holding Entertainment also include Coca-Cola Arena, the largest multipurpose indoor arena in the Middle East; Roxy Cinemas, a premiere theatre experience; and The Green Planet in City Walk, a destination that recreates a tropical forest and many more.

Dubai Holding Entertainment owns the largest radio network in the region. Arabian Radio Network (ARN) is the most dynamic multiplatform broadcaster in the UAE and is at the forefront of innovation. It provides advanced in-studio cameras, broadcasting on‑air, online on smartphone apps and the Apple TV platform. ARN has ten radio stations, including Dubai Eye, Virgin Radio, Al Arabiya and Hit – reaching over 200 nationalities and 4 million listeners each week in seven languages.

Building on ARN’s commitment to embracing the future and being able to provide access to the best marketing platforms in the region, MPN by Dubai Holding Entertainment is a multimedia sales house, operating premium out‑of‑home assets, video production, event sponsorship and activations.

Job Overview:

Here’s your chance to step into the role of Supervisor - Entry Operations at Real Madrid World under Dubai Holding Entertainment. In this position, you'll take on key responsibilities that include:

Opens Park daily following all procedures and ensures the operational readiness of both entry operations staff and other departments – maintains the logs.

Conducts daily briefings and tracks meeting minutes.

Monitors all employee hours including assigning timed breaks and lunches, ensuring that the operation is covered and all employee required breaks and lunches are issued in a timely manner. Documents any anomalies.

Spot checks all cash handling procedures are being followed and if needed cash skimming to be performed with the collaboration of cash room team

Ensures all staff are in position, following set wardrobe standards and delivery exemplary guest service.

Completes daily paperwork and logs all work issues on appropriate forms.

Maintains adequate staffing levels at all times and monitors staff rotation.

Provides regular performance‑based feedback and uses feedback as a basis for annual performance evaluations.

Closes Park at the end of the day in conjunction with daily park duty manager.

Consolidate and submit to cash room all the daily cashier reports (Discount, Void, Vouchers, Refunds, Q‑Fast, etc.) including the required backups.

Performs on the job training for staff including area certification, written assessments for staff and on‑going refresher training.

About you:

3 years of previous supervisory experience in Service/ Entertainment/ Hospitality industry

Leading a multi‑cultural staff / Supervised large work group

Adapting to changing work environment whilst keeping a positive attitude

Hands‑on operational experience supervising a cash handling area and staff.

About the Benefits:

In the world of entertainment, Dubai Holding Entertainment is dedicated to nurturing the talents and well‑being of our team members. Join our dynamic and diverse workforce to enjoy a comprehensive benefits package that includes competitive compensation, exciting career development opportunities, and a collaborative and creative work environment. We strongly believe in empowering our workforce, as they play a pivotal role in shaping unforgettable entertainment experiences for tomorrow. We are committed to attracting the brightest minds and nurturing the most innovative candidates who aspire to make a significant impact on the future of the entertainment industry in Dubai. At Dubai Holding Entertainment, we embrace equal opportunity and promote a discrimination‑free environment where everyone's unique talents and contributions are celebrated. Join us in crafting a thrilling and extraordinary tomorrow in entertainment!

Responsibilities

• Supervise and mentor Entry Operations Team Leaders and Attendants, providing guidance and support to ensure efficient and effective operations.
• Oversee ticketing processes, including ticket sales, validation, and guest assistance, to ensure a smooth and enjoyable guest experience.
• Manage turnstile operations, ensuring accurate and timely entry for guests, and addressing any technical issues promptly.
• Collaborate with the Group Sales team to process and manage group bookings, ensuring a seamless experience for large parties.
• Handle annual pass processing, including applications, renewals, and guest inquiries, to maintain a strong base of loyal visitors.
• Provide exceptional guest services, addressing inquiries, resolving issues, and ensuring guest satisfaction and comfort.
• Coordinate VIP guest and rental services, ensuring personalized attention and access to exclusive amenities for our valued guests.
• Work closely with other DPR Entertainment & Leisure divisions and industry partners to maintain a consistent and high‑quality guest experience.
• Monitor and analyze operational data, identifying areas for improvement and implementing strategies to enhance efficiency and guest satisfaction.
• Ensure compliance with health, safety, and security protocols, maintaining a safe and secure environment for guests and staff.

Qualifications

• Minimum of 3 years of experience in a supervisory role within the hospitality, entertainment, or leisure industry.
• Strong leadership and interpersonal skills, with the ability to motivate and mentor a diverse team.
• Excellent customer service skills and a guest‑centric approach to problem‑solving and decision‑making.
• Proficiency in using ticketing and point‑of‑sale systems, with a basic understanding of turnstile and access control technologies.
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Ability to work flexible hours, including weekends and holidays, to accommodate the operational needs of the park.
• Excellent communication skills, both verbal and written, with the ability to effectively collaborate with cross‑functional teams.
• A proactive and solutions‑oriented mindset, with a track record of identifying and implementing process improvements.
• A passion for sports, entertainment, and leisure, with a deep understanding of the industry trends and best practices.
• Proficiency in English is required, with knowledge of additional languages being an advantage.

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