Visitor Experience Supervisor

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

Work closely with Duty Managers to ensure smooth daily front-line operations at Tai Kwun, including crowd management and oversight of daily front-of-house operations

Perform site checks to ensure the facilities and exhibitions meet standards for readiness, cleanliness and safety

Supervise and coach full-time and part-time Visitor Experience Associates in the daily operations of visitor-facing service locations. Coordinate with different stakeholders to ensure all visitor-related services are well communicated and delivered to visitors

Identify visitor expectations and needs through observation, surveys and constructive conversations. Recommend and implement solutions to address the needs, and monitor enquiry handling from all channels

Lead event and exhibition planning activities, including manpower allocation, visitor flow and onsite arrangement to ensure successful execution

Resolve contingency and handle incident in a professional manner

Facilitate the planning and execution of guided tours and group visits

Perform any other ad hoc duties as assigned by the supervisor

Requirements:

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 is preferred, with solid knowledge of service industry operations or event operations

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, public holidays or festive seasons

Unlock job insights

Your application will include the following questions:

• What's your expected monthly basic salary?

Tai Kwun is the Centre for Heritage and Arts, a place of inspiration, stimulation and enjoyment for all Hong Kong people.

It is situated in the restored Central Police Station compound, one of the most significant revitalisation projects in Hong Kong, comprising three declared monuments—the former Central Police Station, Central Magistracy and Victoria Prison.

The revitalisation project has been led by The Hong Kong Jockey Club in partnership with the Government of the Hong Kong SAR.

Tai Kwun is the trading name of The Jockey Club CPS Limited

Tai Kwun is the Centre for Heritage and Arts, a place of inspiration, stimulation and enjoyment for all Hong Kong people.

It is situated in the restored Central Police Station compound, one of the most significant revitalisation projects in Hong Kong, comprising three declared monuments—the former Central Police Station, Central Magistracy and Victoria Prison.

The revitalisation project has been led by The Hong Kong Jockey Club in partnership with the Government of the Hong Kong SAR.

Tai Kwun is the trading name of The Jockey Club CPS Limited

Visitor Experience Officer/ Visitor Relations Officer