Senior Specialist, Visitor Services (Visitor Centre)

Hong Kong Tourism Board; Hong Kong; On-site; HKD 312,000 - 469,000; Full time

Benefits offered by this job

5-day work week

Medical & dental insurance

Orientation and on-the-job training

Job summary

Hong Kong Tourism Board is seeking a Senior Specialist, Visitor Services (Visitor Centre) in Hong Kong. You will lead daily operations at Visitor Centres, guiding a frontline team to deliver warm, personalized experiences for visitors from around the world.

You will turn visitor insights into service improvements and collaborate on city-wide events and campaigns to strengthen Hong Kong as a premier destination.

Qualifications

• University degree or equivalent required.
• Experience in tourism, hospitality, customer service, retail operations or similar.
• Fluent in English; proficiency in Cantonese and Mandarin essential; additional language a plus.

Responsibilities

• Lead daily operations at Visitor Centres ensuring warm, helpful and memorable interactions.
• Inspire and supervise a frontline team of tourism ambassadors to deliver outstanding hospitality.
• Translate visitor feedback and trends into practical improvements across services and programmes.

Skills

Customer service

Frontline supervision

Coaching

Team leadership

Communication

English proficiency

Cantonese

Mandarin

Education

University degree

Job description

Senior Specialist, Visitor Services (Visitor Centre)

Location:Hong Kong

WHO ARE WE?

The Hong Kong Tourism Board (HKTB) is a government-subvented organization dedicated to promoting Hong Kong as a premier travel destination worldwide, while enhancing the visitor experience. Our mission is to maximize the social and economic contributions of tourism to the Hong Kong community, reinforce the city’s position as Asia’s World City and strengthen its reputation as a world-class tourist destination. For more information, please visit https://www.discoverhongkong.com .

HOW YOU WILL CONTRIBUTE AND LEARN?

• Create meaningful experiences for visitors from around the world: Lead daily operations at our Visitor Centres and ensure every interaction is warm, helpful and memorable. You’ll help travellers discover Hong Kong’s hidden gems, cultural stories and must‑see highlights through clear, personalised recommendations.
• Lead and inspire a high‑performing frontline team: Guide and motivate a diverse team of tourism ambassadors to deliver outstanding hospitality. Through coaching and knowledge‑sharing, you’ll strengthen their storytelling, service skills and destination expertise, enabling them to connect with visitors in authentic and engaging ways.
• Shape better visitor experiences through insight and innovation: Turn visitor feedback, travel trends and frontline observations into practical improvements across services, facilities and programmes. Working with teams across HKTB, you’ll contribute ideas that enhance the visitor journey and reinforce Hong Kong as a world‑class destination.
• Support Hong Kong’s signature tourism campaigns and major events: Collaborate with internal teams and industry partners on city‑wide events, cultural programmes and special tourism initiatives. From airport hospitality to immersive engagement activities, you’ll play a part in delivering some of Hong Kong’s most dynamic and authentic visitor experiences.
  

WHO ARE WE LOOKING FOR?

• University graduate with preferably at least 3 years of relevant experience in tourism, hospitality, customer service, retail operations or other service‑related industries.
• Good knowledge of visitor centre, service centre or retail operations, preferably with hands‑on experience in service delivery, frontline supervision and administrative support.
• Proficient in spoken and written English, Cantonese and Mandarin. Proficiency in an additional language, such as Japanese or Korean, will be an advantage.
• Passionate about tourism and hospitality, with a customer‑centric mindset and a strong commitment to delivering memorable visitor experiences.
• Strong interpersonal, communication and coaching skills, with the ability to build rapport with diverse stakeholders and handle challenging situations, complaints and service recovery cases effectively.
• Mature, proactive, adaptable and able to work independently in a fast‑paced environment.
• Demonstrated ability to prioritise competing demands, exercise sound judgement and maintain service quality under pressure.
• Driven by a sense of fulfilment, willing to work on weekends & public holidays, also under adverse weather to maintain service operation if required.
  

WHAT BENEFITS ARE WE OFFERING?

• 5-day work week, no overnight shift
• Medical & dental insurance coverages for you and your dependents
• Comprehensive orientation and on-the-job training

Only shortlisted applicants will be contacted. Personal data provided by job applicants will be kept in strict confidence andusedonly for recruitment and employment-related purpose in accordance with our personal data policies. By submitting your job application, you acknowledge that you have read, understood and accepted the HKTB’s Personal Information Collection Statement Pertaining to Job Application at here .