West Kowloon Cultural District Authority

Head, Visitor Services and Venue Operations (Ref:19313)

Kowloon (Tsim Sha Tsui)

The Hong Kong Palace Museum (HKPM) is a dedicated museum that showcases the exquisite artefacts from Palace Museum’s collections and collaborates with other museums in research, exhibition, education and public programmes.  The museum comprises 7,800 square metres of gallery space for standing and special exhibitions on Palace Museum’s collections of paintings, calligraphy, antiquities and historical objects, as well as thematic displays on world cultures and civilisations.  With the construction work in full swing for completion in 2022, the HKPM is seeking a Head, Visitor Services and Venue Operations to develop the visitor services strategy and operations requirements of the museum including both front-of-house and back-of-house facilities.  The incumbent leads a team of visitor services and operations professions to provide an excellence and unique visitor experience as well as liaises with relevant counterparts to ensure the museum environment is decently maintained and safe. 


Reporting to the Deputy Director, Museum Operations, you will be responsible for:

  • developing, leading and implementing the Venue Operations and Visitor Services strategy for HKPM, ensuring the experience is at a world class level and leading the development of the business and operations planning of programmes, projects and events of HKPM;
  • leading the development, implementation and continuous improvement of all policies and procedures related to front-of-house activities including collections care and public safety, and where these cross over with other teams or departments, ensure close collaboration so the environment remains a seamless experience;
  • ensuring the Venue Operations and Visitor Services teams in the museum are recruited, trained, motivated and ready to proactively welcome our visitors. Continuing to ensure that all Venue Operations and Visitor Services related staff are developed to achieve the ambition of the Venue Operations and Visitor Services strategy;
  • overseeing the running of all front-of-house areas, ensuring the staff deliver extraordinary services, and that the spaces are visually maintained to the highest standard;
  • working with other relevant HKPM, WKCDA teams to ensure all other associated front-line staff, e.g. security, are also trained to consider the visitor experience;
  • monitoring and ensuring the service performance of the operators for food and beverage, and retail outlet at HKPM is consistent with the standard of HKPM;
  • managing annual and long-term planning and budgeting related to the Venue Operations and Visitor Services function which aligning and contributing to overall museum strategic and operational planning;
  • overseeing operating cost control of venue operations, contributing ideas to business and operations development, supporting revenue generation initiatives, managing resources allocation, event management, etc. of HKPM;
  • working with relevant teams in HKPM and WKCDA, facilitating the operational planning of the museum including visitor flow, communications and signage decisions to support the delivery of the Venue Operations and Visitor Services strategy; and
  • performing other duties as assigned by supervisor when deemed necessary.


You should:

  • possess a recognised university degree in business management, hospitality, industrial engineering or equivalent;
  • have at least 12 years of relevant experience in hospitality sector, of which 5 years should be on a managerial level;
  • possess relevant experience in managing sizable venues with responsibilities including but not limited to budgeting, cost control, business and operations development and team management with a mix of both frontline and professional staff;
  • be able to communicate effectively with wide ranges of audiences and broad types of messages; and
  • possess strong interpersonal, verbal and written communication skills in both English and Chinese, knowledge of Putonghua is an advantage.

For interested parties, please submit your application with detailed CV on or before 16 February 2020.  Applicants are encouraged to submit their applications as soon as possible.  The review of applications will continue until the 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. Michelle Cheng at 2200-0220

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