Visitor Experience Supervisor

• 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