Operations Team Leader (UAE National)

About This Role

Miral Experiences is a region’s leader in the management and operation of world-class, award-winning immersive attractions and experiences across Abu Dhabi. Our diverse portfolio includes some of the most iconic entertainment and leisure destinations, including Ferrari World Yas Island Abu Dhabi, Yas Waterworld Yas Island Abu Dhabi, Warner Bros. World™ Yas Island Abu Dhabi, SeaWorld Yas Island Abu Dhabi, CLYMB™ Yas Island Abu Dhabi, and TeamLab. Phenomena Abu Dhabi, and CLYMB™ Abu Dhabi, as well as cultural treasures like Qasr Al Watan. We specialize in crafting unique experiences that cater to all tastes and ages, delivering a seamless blend of thrills, joy, and discovery. Our attractions are designed to ignite the imagination and create unforgettable memories for visitors from around the world. Whether you're seeking excitement, relaxation, or cultural enrichment, we offer something for everyone.

Job Summary Lead a dynamic team at QEX’s leisure facility, where you’ll blend guest hospitality with revenue protection to create seamless, memorable experiences. You’ll oversee daily operations—from managing guest services like ticketing, lockers, and inquiries to driving retail sales through inventory, promotions, and upselling—while ensuring financial accuracy through cash handling, float management, and revenue reporting. With a focus on team development, you’ll train, coach, and mentor frontline staff to uphold brand standards, resolve conflicts, and maintain a positive, high-performing culture. The ideal candidate brings 2+ years of operations experience, strong leadership and communication skills, and a knack for problem-solving, with supervisory experience and cash-handling expertise being a plus. Expect a role that merges operational excellence with guest satisfaction, where your efforts directly impact both team growth and financial success in a fast-paced, guest-facing environment.

Responsibilities

• Develop Operations Associates to provide outstanding service through daily supervision of operations
• Manages a team of front line colleagues to include on the job training, daily attendance, grooming, coaching, appraisals and personal development plans
• Supervise opening and closing of guest services and retail areas as appropriate
• Schedule breaks and if required rotate colleagues fairly in order to ensure position coverage, increased productivity as well as maintaining colleagues well-being
• Task train colleagues in the safe operation of equipment and to follow departmental policies and procedures
• Coach and discipline colleagues in a fair and consistent manner in order to motivate and improve performance
• Conduct colleague performance appraisals in a timely, fair and constructive manner in order to promote their personal and career growth
• Ensure that all safety rules and procedures are being adhered to at all times
• Ensure that policies, procedures and performance standards that are in place in the department are being followed
• Ensure a clean and safe operating environment and raise any deficiencies to a manager's attention
• Ensure all departmental checklists i.e. opening and closing checklists are being consistently completed, any required follow-up action is initiated, and forms/records are being filed appropriately
• Mediate between the frontline colleagues and the management to address complaints and dissatisfaction from both parties
• Deal with any internal or external requests and issues that are beyond the scope of their front line colleagues
• Update lost & found inventories and prepares the items for distribution when necessary
• Train colleagues on promotions/discounts programs and upsell to meet related goals
• Conduct communication briefings and training as required
• Use BOS and other reporting tools including Microsoft Excel to track attendance and individual staff performance
• Handle guests concerns courteously and fairly, provide appropriate, available and achievable service recovery as needed
• Improve the existing sales strategies to boost guided tour and merchandise sales
• Assist in scheduled stock take, outside revenue generating events
• Monitor if the brand standards are met by the line colleagues on a daily basis
• Arranging and maintaining product displays with approval, stock shelves (refill) and take product inventory
• Coordinate the transfer of items from warehouse to outlets by preparing department order in a timely manner ensuring that each outlet has enough stocks for trade at any given time
• Follow up with warehouse team on pending orders/items
• Receive and ensure accuracy of items received
• Post internal requisitions, transfer items through EATEC system
• Sorting and posting damage items
• Conduct scheduled spot check and physical inventory
• Preparing and transfer stocks from one outlet to another
• Price labeling new arrivals as soon as possible once received
• Price labeling for all faded or damaged price tags
• Arranging and maintaining the shelf display in BOH
• Daily follow up on what needs to be ordered on a daily basis in every outlet (by mail, or manual checkup)
• Perform the tasks of Operations Associates as required
• To actively seek and implement cost saving programs in order to provide positive financial results
• To investigate cashiers overage/shortage report on daily basis and provide feedback
• To consistently promote products, activities, and services to generate additional revenue
• Manage issued cash float and ensure that it balances correctly at the end of each shift
• Remittance of daily sales to cash control without any discrepancies

Qualifications

• Higher secondary or equivalent
• Minimum 2 years’ experience in operations
• Minimum 1 year supervisory experience supervising a team of 10+ staff
• Minimum 1 year cash handling experience
• Experience in working with EATEC