Qatar Museum Authority Jobs in Doha – Head of Visitor Services

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.

KEY ACCOUNTABILITIES

• 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.