Visitors to Al Ain Zoo are enjoying a taste of UAE culture in interactions with the sanctuary’s staff: there are 28 Emiratis in guest-relation roles and more in retail and reception areas, security and helping to care for animals.
Faced with a snake, most women would probably walk quickly in the other direction. Not Mahra Al Shamsi, who feels nothing but affection for the slithery reptiles.
Now in her 30s, Ms Al Shamsi always felt a deep connection with animals, beginning with a childhood that had so many she cannot recall them all, but they included falcons, dogs and deer.
Today, Ms Al Shamsi is sitting in the electric buggy she uses to get around Al Ain Zoo, as she talks about her upbringing in a house filled with living creatures. Now her working day is equally packed with animals, for she is the zoo’s first Emirati zookeeper.
“My father is an animal specialist. He would raise different types of animal. He taught me everything about animals from training, feeding and treating wounds,” she says in a voice filled with enthusiasm.
“My hobby is animals. They are very precious to me,” says Ms Al Shamsi, who is newly married. That includes one of her favourites, a huge anaconda that sadly recently died.
Strolling through the zoo, visitors will see plenty of Emiratis in national dress alongside the world-famous animal collection. They hold jobs that range from selling tickets to renting pushchairs.
Four years ago, it was rare to see Emiratis taking up a career in what might be considered an unconventional environment, but not any more.
Ms Al Shamsi rushed to apply when she heard about a vacancy at the zoo. “I started from scratch,” she recalls. “When I joined, I first dealt with sand cats, then snakes, followed by crocodiles and many other creatures.”
Now she is one of more than 200 Emiratis working there.
Opened in 1968 under the patronage of Sheikh Zayed, the founding father of the UAE, Al Ain Zoo is home to more than 4,000 animals but is also an important employer for the community.
Ms Al Shamsi lectures frequently on animal welfare and conservation measures that save animals from extinction.
“In a recent lecture, I was holding a small snake and talking about its conservation,” she says. She told participants at the session to hold the snake gently.
“It took me three years to train this snake, it’s very precious to me,” she recalls telling the students, and laughs at the reply from one of them: “How can snakes ever be precious?”
Afra Al Darmaki is another Emirati working in the zoo. Her job title is guest experience assistant manager, taking up the post after leaving teaching four years ago. “Teaching wasn’t meant for me,” she says.
She was one of only a few Emiratis to be hired as a supervisor, but the 27-year-old has gained plenty of experience working in many areas of the zoo. “I worked on the information desk, lost and found, guest relations and handling complaints,” she says. “Almost everything. I learnt a lot throughout my four years here and I’m still learning.”
Back in 2011, there was a major push for Emiratisation at Al Ain Zoo, she recalls.
“There was a discussion about having Emiratis in retail, ticketing counters, and security guards,” she says. She admits that for her, the idea seemed impossible at first.
“When the zoo was conducting interviews for unconventional positions, the reaction was very negative,” says Ms Al Darmaki, who remembers that people questioned if Emiratis were prepared to sell tickets and souvenirs. Today, she says, there are 14 men and 14 women in guest relations, a dramatic increase from three people four years ago.
Salary levels are often an issue in Emiratisation and the reason why many companies and institutions fail to attract high levels of locals. Ms Al Darmaki says this is not the case at Al Ain Zoo.
“Those who sell tickets have bachelors [degrees] and they get similar to what their compatriots with the same degree get in an office,” she says. So salary levels “are another source of attraction”.
For her, the zoo’s approach to work is also important. “The zoo encourages and supports us immensely. We are given incentives and also pushed to pursue higher education.”
Ms Al Darmaki completed her master’s degree in cross-cultural communication. Her thesis focused on Al Ain Zoo’s subculture and how to make working in hospitality more culturally acceptable to Emiratis. The result of her study proves one main point, she says. “You are here to serve your country.”
This, she says, is a huge motivation for Emiratis to work here. Ms Al Darmaki has climbed the ladder of success and today has 33 Emiratis working under her. “Successful people start from zero,” she says.
Above all, she finds her working environment an inspiration. “I am not expected to sit in the office throughout the day. I can take a walk in the park, enjoy the beautiful view on a daily basis. How great is that?” she asks with a laugh.
“Sheikh Zayed last visited the zoo in the 2000s. He said he built this place for his children so that they would have more recreational places.”
Abdul Aziz Al Balooshi and Sultan Al Marzooqi also love their daily activities. Mr Al Balooshi works as a tour guide and Mr Al Marzooqi in retail. They say that the best part of their job is meeting and greeting people from all around the world.
“My communication and English language skills have improved tremendously in the past two years,” says Mr Al Balooshi, 31. His responsibilities include welcoming and guiding guests and providing chairs for handicapped visitors and baby strollers. Mr Marzooqi also says his skills in dealing with pressure and emergencies have improved.
“When I first came here, I was surprised to see Emiratis carrying luggage, putting them on shelves and cleaning the place,” says Mr Marzooqi, 36. “We are here to set a good example for other people to emulate.”
Some people seem to think that only less educated Emirates will agree to work as tour guides or receptions, says Mr Al Balooshi, a father of three. “Most of my compatriots have bachelors and masters [degrees].”
Often, they say, people are excited seeing Emiratis in the Zoo. “More and more people are getting used to seeing us working here. It brings so much joy.”
Haya Al Ameri arrives in her turquoise VIP electric buggy. Ms Al Ameri is also a tour guide and speaks highly of her day-to-day interaction with people from all around the world. The 25-year-old has a bachelor’s degree in community service and a master’s degree in human resources management.
“I feel like an ambassador here,” she says. “Not only do visitors ask me about animals, but also about details of our lifestyle and culture.”
And who better to talk about the country than a citizen, she asks.
For Rashed Al Qemzi, his working environment is very important. Once he worked as a diplomat in London, but did not enjoy the job. So in 2009, he decided to do what he loved. Being around animals brought him serenity, says the father of four.
“I started from scratch,” he says. Today he mainly cares for primates and carnivores. One aspect of the job he would like to change, he says, is being able to spend as much time with people as animals, but “life is beautiful in this part of the world. Knowing that you have something to care for on a daily basis is enjoyable”.
Being around animals for so long has taught Mr Al Qemzi a few life lessons. “You learn patience from these creatures,” he says. “I have also been more understanding of human beings and try to read between the lines.”
Mr Al Qemzi has a humble request for society; to respect animals. “Would you like it if someone hit you or screamed at you? No,” he says. “Similarly, treat animals like you want others to treat you. Allah has created them for a purpose, so leave them be.”
aalhameli@thenational.ae