At Saadiyat Grove, we create experiences that inspire, connect, and elevate. As a Guest Experience Team Leader, you will lead and mentor our Ambassador team, ensuring every guest interaction reflects the warmth of hospitality and the high standards of our luxury cultural destination. This is a hands-on, dynamic role, combining leadership, operational excellence, and direct guest engagement.
Key Responsibilities
- Lead daily briefings and provide clear guidance to align the team with service standards and priorities.
- Coach, mentor, and motivate Ambassadors to deliver consistent, high-quality guest interactions.
- Build a high-performing, engaged team culture through feedback, recognition, and performance management.
- Ensure seamless, world-class service across all guest touchpoints.
- Monitor operations, identify service gaps, and implement improvements through audits and evaluations.
- Proactively resolve guest concerns and operational issues with professionalism and speed.
- Oversee guest feedback channels and ensure timely, personalized resolutions.
- Manage Aldar Gift Card operations, including daily reconciliation, reporting, and compliance with cash handling procedures.
- Maintain clear communication and coordination with internal stakeholders, tenants, and cross-functional teams.
- Compile insight-driven reports on guest interactions, feedback trends, team performance, and operational metrics.
- Support special activations, events, and peak periods, ensuring seamless guest experiences.
Key Competencies
- Guest Focus: Anticipate and exceed guest expectations consistently.
- Team Leadership: Inspire, coach, and manage a high-performing, customer-focused team.
- Operational Excellence: Ensure compliance with SOPs, financial procedures, and service standards.
- Problem Solving & Decision Making: Resolve guest and operational issues efficiently.
- Stakeholder Management: Build strong relationships across internal and external stakeholders.
- Innovation: Implement process improvements and elevate the guest experience.
Experience & Qualifications
- Minimum 6 years of progressive experience in customer service, hospitality, retail, or destination management.
- At least 3 years in a managerial or leadership role, ideally in multi-site operations.
- Experience in luxury retail, hotels/resorts, aviation, fine dining, museums, or high-profile cultural destinations preferred.
- Bachelor's degree or Diploma in Business, Hospitality, Marketing, or related fields.
Working Conditions
- Based at Saadiyat Grove, Abu Dhabi, interacting daily with guests, tenants, and retailers.
- Requires presence during operational hours, weekends, holidays, and key seasonal activations.
- Flexible and adaptable to the needs of a dynamic, high-profile, guest-facing environment.
Key Performance Indicators (KPIs)
- Customer satisfaction: NPS, CSAT, Mystery Shopper results, resolution quality
- Operational excellence: SOP compliance, complaint resolution time, audit results
- Team performance: Engagement, training completion, service recovery effectiveness
- Financial & Gift Card management: Accuracy of reconciliation, zero cash variances, timely reporting
- Reporting: Timeliness, accuracy, and insightfulness of operational and guest reports
