Customer Service Manager, Visitor Experiences

1 day ago


Hong Kong, Central and Western District, Hong Kong SAR China West Kowloon Full time

The Hong Kong Palace Museum is seeking a seasoned professional to lead our visitor services team in providing exceptional experiences for our guests.

This is a unique opportunity to join a world-class museum and contribute to the success of our visitor services operations.

Key Responsibilities:

  • Manage and coordinate all aspects of visitor services, including ticketing, group tours, and reservations.
  • Work closely with the supervisor to develop and implement strategies to maximize group tour capacities and achieve financial targets.
  • Develop and maintain a database of regular and VIP guests, recording their preferences and improving their experience.
  • Collaborate with the supervisor to design and deliver tour packages and visitor services initiatives, ensuring seamless execution and high-quality delivery.
  • Assume duty manager responsibilities, overseeing museum operations, responding to emergencies, and maintaining a safe and enjoyable environment for guests.
  • Supervise a team of frontline staff, providing guidance, training, and motivation to ensure exceptional customer service.
  • Participate in program and event planning, working with internal and external stakeholders to deliver memorable experiences.
  • Monitor and control budget expenditure, ensuring alignment with business and corporate plans.
  • Develop and maintain operational procedures and guidelines, ensuring consistency and efficiency across the team.

Requirements:

  • Bachelor's degree in operations, business management, marketing, tourism, or hospitality management.
  • Minimum 8 years of relevant experience in hospitality, with a proven track record in front-of-house or customer-facing operations.
  • Strong communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
  • Flexibility, adaptability, and a positive attitude, with the ability to work under pressure and meet deadlines.
  • Proficient in MS Office, with strong written and spoken English and Chinese language skills.
  • Possession of Putonghua is an advantage.


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