Visitor Experience Lead: Front-of-House & Events

Tai Kwun; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Job summary

Tai Kwun, the Centre for Heritage and Arts in Hong Kong, is seeking a Visitor Experience Officer to manage front-line operations and supervise staff across visitor-facing locations. You will coordinate with stakeholders to deliver high-quality service and oversee tours and group visits.

The role requires a degree in Event Management or related disciplines, at least 3 years in a customer-service role within a cultural setting, and strong supervisory and planning skills.

Qualifications

• Degree in Event Management, Hospitality, Customer Management or relevant disciplines.
• Minimum 3 years of customer services experience in a related cultural organization or service training role.
• Strong supervisory, problem solving, planning and organizational skills.
• Proficient in using Microsoft Office (Word, Excel and PowerPoint).
• Good command of English, Chinese and Mandarin.
• Flexible to work irregular hours, including weekends, evenings, holidays or festive seasons.

Responsibilities

• Work closely with Duty Managers to ensure smooth daily front-line operations, crowd management and oversight.
• Perform site checks to ensure facilities and exhibitions meet readiness, cleanliness and safety standards.
• Supervise and coach Visitor Experience Associates in daily operations of visitor-facing service locations.
• Identify visitor expectations and needs through observation and surveys; address needs and monitor enquiries.
• Lead event and exhibition planning, including manpower allocation, visitor flow and onsite arrangements.
• Resolve contingencies and handle incidents professionally.
• Plan and execute guided tours and group visits.
• Perform other ad hoc duties as assigned.

Skills

Supervisory

Customer service

Event operations

Communication

MS Office

Education

Degree in Event Management

Tools

MS Office

Job description

Tai Kwun, the Centre for Heritage and Arts in Hong Kong, is seeking a Visitor Experience Officer to manage front-line operations and supervise staff across visitor-facing locations. You will coordinate with stakeholders to deliver high-quality service and oversee tours and group visits.

The role requires a degree in Event Management or related disciplines, at least 3 years in a customer-service role within a cultural setting, and strong supervisory and planning skills.