Job ref no.: CT3116348-01#1871

Visitor Experience Supervisor

Tai Kwun

Reporting to the Customer Services Manager, you will

  • Supervise a team of frontline associates (full-time & part-time) for daily operation of all customer-facing services locations including Visitor Centre, Art Gallery, Tai Kwun store, Heritage Interpretation/Exhibition space, Box Office and other open area. 
  • Assist in building the service team and creating the right environment to excel through role-modeling, encouragement and empowerment and ensure the enforcement of service pledges, procedures, policies, guidelines and standards
  • Assist in developing and preparing training materials for frontline staff and facilitate training as needed 
  • Identify customer needs, recommend and implement programmes to address these needs
  • Handle telephone and email enquiries and resolve contingency in a professional manner
  • Work closely with all user departments to forecast and schedule appropriate manpower 
  • Oversee the day-to-day uniform administration including the centralized distribution/collection system, laundry logistics and locker administration, etc.

You should have/be:

  • Diploma or Degree in Hospitality/Hotel Management or other related discipline
  • Proven working experience in service field, with at least 3 years at supervisory level
  • Knowledge / experience in heritage and/or art field is preferred
  • Proficient in Cantonese, Putonghua and English
  • Customer-focused and result-oriented towards customer service delivery
  • Awareness of industry’s best practices, latest technology trends and applications 
  • Able to work on duty roster during weekends, statutory and general holidays as required

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More job information
Job ref no. CT3116348-01#1871
  • N/A
Job Function
  • Central
Employment Term
  • Permanent
  • Full-time
  • 3 years - 8 years
Career Level
  • Non-management level
  • Diploma or equivalent
  • Degree