Senior Specialist, Visitor Services (Visitor Centre)

Location: Hong Kong

Responsibilities:

  • Handle the Visitor Centre’s daily operations including answering visitors enquiries in person. Maintain the smooth run of centre display/facilities, souvenir/tour sales and tourist publications management.
  • Supervise the day-to-day information and service provision at Visitor Centre. Handle complicated cases and escalations from the team such as visitor complaints.
  • Drive the team to achieve the business goals and objectives of Visitor Centres.
  • Provide coaching to officers on their service skills and briefing on promotion of events and products.
  • Provide constructive feedback and insights based on frontline experience and knowledge on customer needs for HKTB organised events, tourist facilities and service provisions.
  • Arrange manpower deployment and prepare roster according to operation needs.
  • Conduct briefing to other departments’ staff/ stakeholders/ HKTB guests at Visitor Centres. Handle special duties such as airport reception, crisis information desk and support ad hoc projects as and when required.
  • Backup the operation of other visitor services channels such as email, live chat and hotline enquiries subject to operation needs and according to roster.
  • Undertake any other duties / special assignments as directed by supervisors or manager.

Requirements:

  • University graduate with at least 3 years of working experience in the service industry.
  • Good knowledge of service centre/retail outlet operations, preferably with hands on experience in supervising service delivery and administrative support.
  • Proficient in spoken and written English, Cantonese and Mandarin, command of a foreign language such as Japanese, Korean, French or German will be an advantage.
  • Energetic, passionate, mature and independent.
  • Good interpersonal and people coaching skill.
  • Good knowledge of PC software, including MS Word, Excel and Chinese Word Processing.
  • Willing to take up shift duties including Saturdays, Sundays and Public Holidays.
  • Required to work under adverse weather to maintain and support the normal operation of Visitor Centres.
  • Candidates with less relevant experience on customer service but with passion in the travel industry will also be considered for a junior post

Application Method

Interested parties please send resume with present and expected salary by clicking “Apply Now”.

Only shortlisted applicants will be contacted.  Personal data provided by job applicants will be kept in strict confidence and used only for recruitment and employment-related purpose in accordance with our personal data policies. By submitting your job application, you acknowledge that you have read, understood and accepted the HKTB’s Personal Information Collection Statement Pertaining to Job Application at here.

We are an equal opportunities employer.

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