MADELINE KAPASA
Dubai,UAE
Summary
Experienced guest service and operations professional with 6+ years in hospitality and theme parks, dedicated to attractions operations,effective team management, safety compliance, and optimizing guest satisfaction.
Overview
1
1
Certification
13
13
years of professional experience
Work history
Attractions Specialist- Team Leader
Al Ghurair Investments
Dubai, UAE
2023.04 - 2026.08
- Supervise daily operations of rides and Laser Tag, leading and scheduling staff to ensure high efficiency and safety.
- Planning of seasonal camps, corporate events, and birthday parties while resolving guest inquiries professionally.
- Enhancing customer satisfaction by resolving queries efficiently.
- Assisting customers with varying questions using product knowledge and service expertise.
Attractions Attendant / Guest Service
Hilton Salwa Beach Resort & Villas
Doha, Qatar
2021.02 - 2022.08
- Operated Laser Tag and Go-Kart facilities, conducting safety briefings and enforcing strict PPE regulations.
- Performed daily equipment inspections and maintained health and safety compliance across all attractions.
- Managed front desk operations smoothly during peak timings.
Rides and Attractions Operator
Farah Experiences
Abu Dhabi, UAE
2018.07 - 2020.11
- Managed high-thrill ride operations, pre-ride safety checks, and efficient guest loading processes.
- Collaborated with maintenance teams to report technical issues and maintained accurate operational logs.
- Conducted regular equipment checks for optimal operational conditions.
Waitress / Cashier
Abu Dhabi National Hotels
Abu Dhabi, UAE
2016.01 - 2018.07
- Improved customer experiences through attentive dining service and accurate POS cash handling.
- Boosted venue sales and satisfaction by upselling promotional menu items.
- Maintained clean and organized dining area for customer comfort.
Customer service assistant
Kenneth kaunda international airport
Lusaka, Zambia
2014.02 - 2014.12
- Provided customer service and assistance to passengers and airport visitors.
- Assisted passengers with enquiries, directions, airport information and general support.
- Handled customer concerns and complaints while providing appropriate solutions.
- Maintained a clean, welcoming and professional customer environment.
Education
Craftsman Certificate - Automotive Mechanics
Solwezi Trades Institute
Certificate - Health Care Assistant
Arbourcare Health Services
Skills
- Operations & Safety: Attraction Operations, Emergency Protocols, Safety Audits, PPE Enforcement
- Leadership & Management: Team Supervision, Staff Training, Workflow Optimization, Event Planning
- Guest Relations: Customer Service Excellence, Conflict Resolution, Up-selling, POS Operations
- Client engagement
Certification
CPR {Cardiopulmonary Resuscitation} and First Aid Certified
Timeline
Attractions Specialist- Team Leader
Al Ghurair Investments
2023.04 - 2026.08
Attractions Attendant / Guest Service
Hilton Salwa Beach Resort & Villas
2021.02 - 2022.08
Rides and Attractions Operator
Farah Experiences
2018.07 - 2020.11
Waitress / Cashier
Abu Dhabi National Hotels
2016.01 - 2018.07
Customer service assistant
Kenneth kaunda international airport
2014.02 - 2014.12
Certificate - Health Care Assistant
Arbourcare Health Services
Craftsman Certificate - Automotive Mechanics
Solwezi Trades Institute