Museum Visitor Experience Coordinator

4 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China West Kowloon Full time
Job Title: Visitor Services Officer, M+ Museum

M+ is a world-class museum dedicated to collecting, exhibiting, and interpreting visual art, design, and architecture, moving image, and Hong Kong visual culture of the twentieth and twenty-first centuries. Located in the West Kowloon Cultural District, we are building one of the largest museums of modern and contemporary visual culture in the world.

Key Responsibilities:
  • Support daily operations, including managing the service desk, ticketing admission checks, cloak room, galleries, and general membership facilities.
  • Manage a designated area allocated by the duty manager to supervise a team of casual staff and volunteers, ensuring the performance of the casual staff meets M+ service standards and KPIs.
  • Deliver an exceptional visitor experience to all exhibition attendees, ensuring a warm welcome and providing assistance and information as needed.
  • Follow up on visitor feedback promptly and serve as an agent to communicate within the building for service enhancement.
  • Support artwork protection and ensure visitors adhere to house rules.
  • Work closely with relevant parties to ensure excellent visitor experience, including safety and cleanliness, is delivered at all times.
  • Support crowd management and control in large-scale events.
  • Assist visitor services operations managers in preparing and enhancing emergency response protocols covering a wide spectrum of incidents that could occur in the museum environment.
  • Ensure the team complies with institutional health and safety guidelines.
  • Perform other ad hoc duties as reasonably directed by the supervisor.
Requirements:
  • Possess a recognized university degree in any discipline.
  • Have preferably 4 years of relevant experience in customer-facing or event support in an art and culture venue or tourism/hospitality industry.
  • Possess an approachable personality, cheerful, proactive, customer-oriented, flexible, and detail-minded mindset.
  • Be a good team player with the ability to multi-task in a fast-paced and dynamic environment.
  • Demonstrate excellent interpersonal skills and be able to work both independently and cooperatively with others.
  • Have good organizational, planning, and administrative skills.
  • Possess First Aid and AED qualification (an advantage).
  • Be proficient in MS Office, including Word, Excel, and PowerPoint.
  • Have excellent oral and written communication skills in English and Chinese.
  • Be willing to work on weekends, public holidays, and occasional evening shifts according to the duty roster assigned.


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