Visitor Services Manager
Skills
About This Role
Al Fahidi Fort and Coins Museum
Reports to:
Project Manager / Senior Visitor Services Manager
Duration of contract
: Two-year contract, extendable
About us
Talents UAE Project Development Consultancy specialises in creating inspiring visitor experiences across museums, art, heritage and science centres, visitor attractions, and world-class events.
The company provides a wide range of services including operational management, recruitment, training, exhibition design, educational programming and delivery, and strategic planning.
Talents UAE is proud to have worked with leading cultural institutions and projects such as Al Shindagha Museum, Expo 2020 Dubai UK & UAE Pavilions, Qasr Al Watan, Louvre Abu Dhabi, and the Etihad Museum.
About the Museums
Al Fahidi Fort Museum is one of Dubai’s oldest heritage sites, showcasing the history of the emirate, traditional life, and cultural evolution.
Coins Museum presents a unique collection highlighting the history of currency, trade, and economic development in the region and beyond.
Job Purpose
The Visitor Services Manager serves as the lead champion for visitor experience across Al Fahidi Fort and Coins Museums, ensuring operational excellence, engaging cultural interpretation, and consistently high standards of customer service, safety, and efficiency.
Working in a fast-paced operational environment, the role oversees front-of-house operations, visitor engagement, staffing, training, and daily coordination across both sites.
The Visitor Services Manager plays a key role in shaping memorable and meaningful visitor experiences while ensuring smooth and efficient museum operations.
This role requires strong leadership, proactive problem-solving, and the ability to maintain effective relationships with clients, stakeholders, and internal teams.
Visitor Experience & Operations
- Lead daily Visitor Services and front-of-house operations across both museums.
- Ensure exceptional customer service and a consistently welcoming visitor environment.
- Monitor visitor flow, operational readiness, staffing levels, and overall service delivery.
- Ensure safe and efficient museum operations in line with SOPs and emergency procedures.
- Oversee VIP visits, school groups, tourism partners, delegations, and special events.
- Ensure visitor experience aligns with agreed museum standards and KPIs.
- Act as an escalation point for visitor feedback, complaints, and service recovery.
- Drive continuous improvement of SOPs, procedures, and visitor experience initiatives.
Team Leadership & Staff Management
- Provide leadership, mentorship, and direction to Visitor Services teams to foster a high-performing culture.
- Supervise Chief Cultural Guides, Senior Cultural Guides, Cultural Guides, and front-of-house staff.
- Review schedules, duty rosters, and staffing plans to ensure operational coverage.
- Conduct daily briefings and communicate operational priorities and updates.
- Monitor performance and support coaching, training, and development initiatives.
- Support recruitment, onboarding, and training of new team members.
- Ensure staff matters are handled professionally and in line with company policies.
Cultural Engagement & Programming
- Oversee delivery of museum activations, workshops, events, and cultural programmes.
- Coordinate with programming teams to ensure smooth execution of scheduled activities.
- Promote high-quality cultural interpretation, storytelling, and visitor engagement.
- Monitor delivery of VIP visits, delegations, and cultural events.
Stakeholder & Client Coordination
- Prepare operational reports, incident logs, and visitor feedback summaries.
- Communicate operational updates, risks, and requirements to the Project Manager.
- Act as operational liaison with client representatives, stakeholders, contractors, and internal teams.
- Coordinate with security, maintenance, cleaning, and other support services.
- Attend operational and client meetings and contribute to continuous improvement initiatives.
Additional Responsibilities
- Maintain awareness of best practices within museums, visitor attractions, and cultural experiences.
- Undertake additional operational responsibilities as reasonably required and contribute proactively to wider organisational initiatives and projects.
- Support other Talents UAE projects if required.
- Ensure full compliance with health, safety, and emergency procedures.
- Act as the key point of response in emergency situations.
Qualifications & Experience
- Bachelor’s degree in Hospitality, Tourism, Museum Studies, Cultural Management, Business Administration, or related field (preferred).
- Minimum 5 years of experience in museums, heritage sites, tourism, or cultural attractions.
- At least 2 years of experience managing large teams in visitor-facing environments.
- Ability to work in a fast-paced environment, including weekends and public holidays if required.
- Fluency in English and Arabic is required; additional languages are an advantage.
Skills & Competencies
- Leadership and team management
- Visitor experience excellence
- Operational planning and coordination
- Communication and interpersonal skills
- Problem-solving and decision-making
- Cultural awareness and storytelling
- Attention to detail and organisation
- Ability to manage multiple priorities under pressure
Please Note
- This job description is intended to convey essential job functions and requirements.
- It is not an exhaustive list of duties, responsibilities, and skills.
- Management reserves the right to modify, add to, or remove duties as necessary to meet business needs.
- To apply for this position
- To apply for this position, please send your CV and a short cover letter outlining your understanding of the role and examples of how you meet the requirements to:
- careers@talentsuae.com.
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