West Kowloon Cultural District Authority

Museum Visitor Services Operations Manager (Ref:19178)

Kowloon (Tsim Sha Tsui)

With M+ Museum opening drawing closer, the role of Museum Visitor Services Operations Manager is to support Museum readiness and play a key role in researching, planning and crafting an excellent visitor experience to our audiences. The role reports to Head, Visitor Services, M+ and oversees a team of Visitor Services Officer when the museum opens. He or she will also be the subject matter expert on motivating and developing the team with people-oriented philosophy.

You will be responsible for:

  • overseeing daily operations including managing service desk, cloak room, galleries, lobby, general membership facilities when the museum opens;
  • leading a team with diverse background and working closely with other frontline teams such as security and facilities management team to provide seamless visitor experience and services;
  • working as Duty Manager for front-of-house health and safety and providing immediate response to any emergency incidents;
  • attending necessary training or workshop related to employee health and safety and to ensure the team is working under institutional safety guidelines and compliance;
  • handling collections with care, preparing monthly report and working closely with exhibition team on venue set up;
  • managing effective cost control on inventory or other service equipment;
  • working closely with internal departments for various facilities promotions and to maximize institutional income;
  • supporting visitor service team and working collaboratively with WKCDA for any ad hoc programmes/events; and
  • performing any other job duties as may assign by supervisor when required.

You should:

  • possess a recognised degree in any disciplines;
  • have around 6-8 years of relevant experience, preferably in hospitality or retail industry;
  • have proven operations or customer-facing or event support experience with an understanding of basic public safety requirements, preferably in a cultural venue;
  • have experience in crowd control management and drive amazing visitor experiences;
  • have knowledge in museum policies and governance is an advantage;
  • possess strong leadership capability with can-do attitude, able to multi-task in a fast-paced, dynamic and international environment;
  • demonstrate excellent interpersonal skills and be able to work both independently and cooperatively with others;
  • have knowledge of Net Promoter Score (NPS) and operational systems, such as people planning or staff rostering system;
  • be able to work on shifts when the museum opens;
  • be computer literate with proficiency in MS Office including Word, Excel and PowerPoint; and
  • have excellent oral and written skills in English and Chinese, proficiency in Putonghua is an advantage.

For interested parties, please submit your application with detailed CV on or before 22 September 2019. Applicants are encouraged to submit their applications as soon as possible.  The review of applications will continue until post is filled.

Data collected will only be used for job application processing. Your data may be accessed by our appointed recruitment consultants who have agreed to keep confidence of all personal data in not less than the standards applicable to us. Applicants not being invited for interview within 4 weeks from the submission date may assume their applications unsuccessful.

All related information will be kept up to 24 months and all personal data will be destroyed afterwards.

For more information 

http://www.westkowloon.hk or contact 

Ms. Linda Hung at 2200-5481

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