Guest Engagement Team Lead

About the role

OliOli, the founders of Hoppi, is launching a new family play destination in Abu Dhabi designed for children aged 2-8. The Guest Engagement Team Lead oversees hands-on facilitation and guest interaction on the floor, trains, coaches and supervises front-line colleagues, and introduces ideas to improve the galleries and venue.

Key responsibilities

• Deliver excellent service to guests, including children, parents and caretakers, and model appropriate adult-child interactions
• Lead the team on the floor, run daily briefings and supervise 1-on-1 check-ins with front-of-house colleagues
• Manage team building, training and communication, and oversee floor and program facilitation, including activations, events and daily schedules
• Collaborate with the Venue Manager on objectives, collect guest feedback, identify trends and suggest improvements
• Handle guest concerns and resolve low-level conflicts, and influence purchase decisions such as memberships
• Take a conscientious approach to procurement, staffing and costs, and support recruitment and open days
• Onboard new colleagues, guide juniors and encourage creativity within the team

Required profile

• Advanced experience in customer service, education, hospitality or retail operations
• Supervisory or leadership experience; leadership experience preferred
• Education in early childhood development is a plus
• Excellent problem-solving, communication and attention to detail, with the ability to handle emergencies professionally

Required skills

• Interpersonal, organizational and leadership skills
• Time management and prioritization
• Ability to work with diverse staff and visitors

What we offer

• Internal growth and development opportunities
• Diverse and welcoming team
• Employee discounts on Hoppi products
• Regular team socials and outings
• Employee referral program