Guest Engagement Team Lead

About the role

As the Guest Engagement Team Lead at Hoppi, you will oversee the daily guest experience in our new family‑focused play destination in Abu Dhabi. You will lead front‑of‑house staff, model exemplary adult‑child interactions, and continuously enhance our galleries and programs.

Key responsibilities

• Provide impeccable service to children, parents, caretakers and other visitors.
• Model and coach appropriate adult‑child interactions and world‑class customer service.
• Supervise, coach and conduct 1‑on‑1 check‑ins with front‑of‑house colleagues.
• Organise team‑building activities, training sessions and regular briefings.
• Oversee floor and program facilitation, including birthdays, field trips and camps.
• Collaborate with the Venue Manager to set objectives, gather guest feedback and propose improvements.
• Handle guest concerns and questions regarding offerings, events and the overall experience.

Required profile

• Demonstrated leadership experience in a guest‑facing environment.
• Strong communication and coaching abilities.
• Proactive, hands‑on approach with a passion for creating joyful experiences for children.
• Ability to work collaboratively with colleagues across functions.
• Commitment to upholding Hoppi’s core values of guest‑centricity, playfulness and positive reinforcement.

Required skills