Manager, Visitor Services, Hong Kong Palace Museum

6 months ago

Hong Kong, Hong Kong SAR China West Kowloon Full time

The Hong Kong Palace Museum (HKPM) is a dedicated museum that showcases the exquisite artefacts from Palace Museum’s collections and collaborates with other museums in research, exhibitions, education and public programmes.  The museum comprises 7 800 square metres of gallery space for standing and special exhibitions on Palace Museum’s collections of paintings, calligraphy, antiquities and historical objects, as well as thematic displays on world cultures and civilisations. 

(Candidate with less experience may be considered for the post of Assistant Manager, Visitor Services)

You will be responsible for:

  • Handling museum ticket and group tour bookings as well as end to end reservations processes and enquiries for all visitors, patrons and VIP(s) in a friendly and professional manner.
  • Supporting supervisor to maximize the group tour capacities by ensuing a smooth service flow and to achieve the financial targets of the tour products.
  • Recognize regular and VIP guests and record all guest’s preference in the guest database.
  • supporting supervisor in developing and implementing tour packages and visitor services strategy, communicating with relevant parties in ensuring the requirements are met;
  • working as a museum duty manager to oversee the overall operations of the museum, resolving any emergency incidents or situations following a set of protocols;
  • supervising a team of frontline staff, working with museum professionals, counterparts and external business partners to provide a world-class visitor services experience at all time;
  • working with appropriate parties in executing the programmes and events that aligning with the business plan and corporate plan; 
  • assisting in monitoring the budget spending according to plan;
  • assisting in preparing operational procedures and guidelines;
  • supporting supervisor in training, supervising and motivating the team to get ready all the times; and
  • performing other duties as assigned by supervisor when deemed necessary.

You should:

  • possess a recognised university degree in operations / business management, marketing, tourism, hospitality management, or equivalent;
  • have around 8 years of relevant experience in hospitality sector or other relevant industry.
  • possess proven front-of-house or customer-facing operations experience, preferably in sizable venues;
  • be flexible, adaptive to change, creative and presentable;
  • be able to communicate effectively with wide ranges of audiences and broad types of messages;
  • possess positive and can-do attitude with good problem-solving skills, be able to multi-task and work under high pressure environment;
  • require to work on evenings, weekends and public holidays, according to the duty roster assigned as shift duty is required;
  • proficient in MS Office; and
  • possess strong interpersonal, verbal and written communication skills in both English and Chinese, knowledge of Putonghua is an advantage.

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