Qatar Museum Authority Jobs in Doha – Head of Visitor Services

Qatar Museums

Key Accountabilities:

Role Purpose

The Head of Visitor Services will oversee all visitor services staff and operations including reception, ticketing, greeting, hosting, tours, some public programs, volunteers, administrative, managerial, and performance-based aspects of the Visitor Services. The Head of Visitor Services will coordinate, roster, and manage visitor services staff, execute a ticketing system, booking and visitor statistics reporting systems; and assist with the development, production and implementation of standard operating procedures and systems for front of house operations.


  • Organize and administer the overall operation of the visitor services division and oversee the visitor services staff.
  • Develop and document all policies and procedures relevant to all VS operations.
  • Assemble and analyses relevant data, and prepare and deliver reports, detailing visitor services activities, to the Deputy Director of Operations.
  • Develop and maintain budgets and budgetary goals as requested.
  • Ensure budget and responsibility performance targets are met and tracked via the development and implementation of a broad system of departmental and employee performance metrics, reporting products, and tracking systems.
  • Work with the Head of Facility & Security and his staff to implement and conduct periodic reviews of all security and emergency procedures.
  • Manage the recruiting and hiring of visitor services division personnel.
  • Oversee the development and coordination of all job-specific training and on-going education programs for the visitor services staff, including incorporating knowledgeable and appropriate background material in coordination with Museum Department staff.
  • Ensure that all visitor services staff maintain excellent visitor service standards and adhere to Mathaf policies, systems, and procedures.
  • Oversee the organization and administration of the visitor services volunteer program.
  • Handle visitor concerns, comments, and complaints that cannot be settled at the supervisory level, including managing, and responding to patron’s complaints regarding any ticket or admissions issues.
  • Assist any special interest groups, to provide a unique on-site experience for a select number of visitors.
  • Prepare periodic Committee/Executive-level reports, presentations, and/or agendas on budgeting, system performance, proposed improvements and any necessary further analysis as needed.
  • Maintains excellent communication levels within the Department and across QM other departments.
  • Represents the department/organization as appropriate within the organization, locally and internationally.
  • Collaborates and build working relationships with related business stakeholders, external vendors &service suppliers, and international museum & industry peers.
  • Manages the overall operational, budgetary, and financial responsibilities and activities of the Section.

Necessary knowledge to be able to do the job.

  • A minimum of five years’ equivalent management experience in public customer/visitor service.
  • Excellent reading, and speaking skills in English and Arabic
  • Good working knowledge of Microsoft Word and Excel.
  • Ability to resolve guest and/or staff conflicts
  • Interest in modern and contemporary art
  • Sensitivity to cultural differences across Arab, Western, and other nationalities
  • Ability to engage with children and adults in a welcoming, energetic, friendly, outgoing, and professional manner
  • Must possess excellent verbal and written communication skills
  • Ability to stand and work for extended periods.

Education, Experience, and certification requirements

  • Bachelor’s degree in a related field, Masters preferred.
  • Must have a minimum of three year’s visitor services management or supervisory experience.

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