Role Overview
This is a guest-facing role which ensures that all guests who visit our leisure facilities enter the palace with ease and
are provided with exceptional guest care. To ensure high quality delivery and management of guided tours within
Qasr al Watan as part of the Operations department. The role will deliver guided tours to guests, partners and groups
as per department schedule.
The role will also support operations department as and when required with opening and closing of areas,
greeting and welcoming guests, and performance associate level tasks
Role Scope
Area(s) of Responsibility
Key Activities
Guided Tours/ Operations
- Conduct tailored, high-impact guided tours for various audiences, adapting tone and content to different guest profiles (VIPs, school groups, tourists, etc.).
- Maintain expert-level knowledge of QAW checkpoints, UAE culture, heritage, and contemporary relevance.
- Use MMG and Whisper systems with full proficiency, ensuring smooth usage for guests and reporting any malfunctions.
- Continuously update personal knowledge and participate in in-depth product training and testing of new tour content.
- Provide proactive guest engagement beyond the tour answering cultural questions, suggesting relevant experiences, and supporting wayfinding.
- Support special exhibitions by integrating new content into tour delivery.
- Ensure personal presentation and conduct align with QAW's national image and service standards.
- Maintain safety awareness and act as a first responder in emergencies until further help is available.
- Share high-level guest insights and cultural FAQs with the senior TOUR GUIDE to help improve content and services.
- Consistently upsell/cross-sell and promote products, activities, and services to generate additional revenue
- Efficiently support all operational areas as and when require
- Maintain awareness and ability to act or respond to any emergency situations while ensuring guest safety
- Report any needs/safety issues affecting the guests/colleagues
- Any other related duties as assigned by the department or management
- Handle guests are courteously and fairly, providing appropriate, available and achievable service recovery as needed
- Welcome guests in a friendly and professional manner
- Engage each guest as a unique individual and listen attentively to their requests
- Provide pricing, promotion, shows information and suggestions to guests, keeping them well informed to enhance/maximize the guest experience
Qualifications, Experience and Skills
Education and Qualifications
Essential:
- Higher secondary or equivalent
- Bachelor's degree in history or Sociology
Desirable:
- Completed task training/group trainer programs, or a similar course in conducting training to an individual or group
Years of Experience
Essential:
- 12 years in delivery of Guided Tours
Desirable:
- 1 year in a public speaking role
Knowledge, Languages and Skills
Essential:
- Possess strong leadership skills
- Excellent interpersonal and communication skills
- Ability to work under pressure
- Able and willing to entertain people
- High level of respect and integrity
- Knowledge of UAE culture and Protocol
- English verbal and Written
Desirable:
- Knowledge of UAE culture and Protocol
- PowerPoint, Excel and Microsoft Word
- Arabic verbal and Written
This job description is not intended to be all-inclusive; you may be required at any time to perform any other duties to meet the needs of the business.
