Guest Service Agent

About AYA Universe

AYA is a 40,000 sqft immersive entertainment experience located at Wafi Mall Oud Metha, Dubai, where technology, art, and storytelling come together to create a unique journey for guests. Through interactive spaces, stunning visuals, and innovative experiences, AYA Universe offers visitors an unforgettable adventure that blends creativity and imagination

About the Role

As the face of the park, the Guest Services Agent will guide visitors through the immersive zones, share the story behind the experience, manage guest flow, support ticketing operations, handle transactions, and ensure all health, safety, and service standards are consistently maintained.

The role requires a passion for hospitality, strong communication skills, attention to detail, and the ability to create memorable moments for every guest.

What You''ll Do:

• Reports to Guest Services Manager, overseen by the Park Manager 
• Maintain clean and tidy areas, monitoring visitors inside the park, keeping floors clear and all mirrored/interactive surfaces free of dust and smudges as required 
• Safeguard the equipment, assets and park installations throughout all areas 
• Greet customers when entering or leaving different areas of the park 
• Knowledgeable about the park, explaining areas to visitors welcoming them and guiding them through all experiences. 
• Manage crowd control and area capacities, ensuring that visitors navigate through the park effortlessly and provide assistance and information as necessary. 
• Responsible for upholding the park rules and ensuring all health & safety requirements are followed 
• Preserve the experience and illusions of the park at all times 
• Engaging with the story and ethos of the park, interacting with visitors to provide an enhanced experience throughout their journey. 
• Verify online ticket to issue a physical ticket 
• Brief visitors of the experiences and any risks involved in partaking on some experiences. 

• Verify physical ticket and grant access to the park
• Handle ticket resolution or booking changes for visitors
• Manage POS transactions and cash handling
• Collect payments whether in cash or credit
• Issue receipts, refunds, change or tickets
• Cross-sell products and introduce new ones
• Track transactions on balance sheets and report any discrepancies
• Resolve customer complaints, guide them and provide relevant information

About You:

• Minimum 2 years of experience in a customer-facing role, preferably within hospitality, entertainment, retail, or a similar industry.
  
• Bachelor’s degree in Hospitality Management or a related field is preferred.
• Strong communication and interpersonal skills with a passion for delivering exceptional guest experiences.
• Ability to engage with guests, handle inquiries, and provide support in a fast-paced environment
  

The behaviors we value:

• Great Humans make Great History - Deliver Awesome, Win Together, Trust in Teamwork
• Future Forward - Be bold, Be decisive, Think ahead. Technology is not an idea, it is a tool.
• Faster = Stronger - Momentum makes Monuments. Learn fast, Measure and Act Accordingly

Our commitment

At Hyperspace, we are committed to creating an inclusive and representative environment,

because we know that different experiences, perspectives and backgrounds make for a better

workplace. We celebrate differences and promote a culture where you can bring your full self to

work. We promise to give you the same opportunities as everyone else and we won't

discriminate against you at any point in the process. This includes how we source talent, our

interview process, our conditions of employment and feedback. We are based in the heart of the

city, one of the coolest and most vibrant work places, our home is in the Dubai Design District.