Miral Experiences is hiring an Operations Team Leader to oversee the smooth daily operation of the museum and ensure unforgettable guest experiences. The role involves supervising frontline colleagues, managing guest relations, handling safety procedures, and ensuring high standards of operations. The ideal candidate should have strong leadership, communication, and problem-solving skills, with experience in managing teams in hospitality, museums, theme parks, or attractions.

Key Responsibilities:

• Supervise daily operations, including queue line management, guest entry/exit, and inquiries.

• Manage frontline colleagues: training, attendance, grooming, coaching, appraisals, and personal development plans.

• Promote positivity, teamwork, and efficiency within the department.

• Schedule breaks and rotate team members to maintain productivity and well-being.

• Coach and discipline staff fairly to improve performance.

• Ensure safety rules, policies, and departmental standards are consistently followed.

• Maintain a clean, safe environment and report deficiencies.

• Complete opening/closing checklists and ensure proper filing of forms and records.

• Handle guest complaints and service recovery professionally.

• Update lost & found inventories and manage item distribution.

• Train staff on promotions, discounts, upselling, and POS systems (Omni ticketing software).

• Conduct departmental training sessions and daily communication briefings.

• Use BOS and Excel tools to track attendance and staff performance.

• Respond to web enquiries and assist with immersion guide duties when needed.

• Perform additional tasks assigned by management.

Qualifications (Essentials):

• Higher secondary or equivalent education.

• Excellent English communication skills (reading, writing, speaking).

• Proficient in Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint).

• Strong problem-solving and analytical skills.

• Ability to act quickly and make decisions under pressure.

Qualifications (Desirable):

• Task trainer/group trainer certification or similar training program experience.

• At least 1 year of supervisory experience managing a team of 10+ staff.

• Background in museums, attractions, or theme park operations.

What We Offer:

• A dynamic work environment in a leading cultural and entertainment organization.

• Professional growth and development opportunities.

• The chance to be part of creating memorable guest experiences.