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Operations ManagerTai Kwun
  • Central
  • Salary negotiable
  • Posted on 20 Jun 2019
Operations ManagerTai Kwun
Job Highlights
  • Degree in event, hospitality, customer management
  • 8 years’ relevant customer facing experience
  • Undertake the ownership of departmental tools
Job Description

You will

  • Oversee visitor operations including incident management, crowd control, time ticketing, shop operations, sales, group tours, complaint management, event production, event risk, departmental procurement, procedures, systems and CSAT.  
  • Work closely with stakeholders to provide guidance for event and visitor services activity while understanding business needs, practical limitations and commercial/risk requirements. 
  • Influence, direct and monitor both front-line services and back-of-house support establishing professional guidance to visitors/artists and guarantee service quality meeting prescribed visitor/performance/event expectations balanced with compliance requirements.
  • Undertake the ownership of departmental tools and procedures to maintain departmental efficiency, customer experience and a perception that reflects positively on Tai Kwun Brand proposition or values.  Provide primary user input for Time-Ticketing, People Counting and CSAT tools.
  • Establish and maintain mechanisms for continuous improvement and service refresh/training
  • Support entire team with direction and oversight as Duty Manager meeting site operations or safety requirements to interfacing with Facilities Management and Senior Management.  
  • Provide immediate, clear and close communications of any fault, event or incident affecting Tai Kwun, its property or personal safety.  Act as the management lead during an event to coordinate response and review actions/remedy with the appropriate in-charge or authority such as HKPF, FSD.

You should have/be

  • Degree in event, hospitality, customer management or related discipline
  • At least 8 years’ relevant customer facing experience in similar sized institutional, service, entertainment organization or social club, with substantial management experience in customer service field
  • Significant exposure in operations/service industry with strong themes on efficiency, effectiveness and teamwork
  • Solid knowledge of customer services, service industry operations and/or event operation and hands on experience serving a large customer base
  • Proven leadership, problem solving, planning and organizational skills.
  • Excellent interpersonal skill with the ability to communicate with all levels of people.
  • Fluent in both English and Cantonese, and preferably with good Putonghua or other languages

Interested parties click "APPLY NOW" to submit your application.

Personal data collected will be used for recruitment purpose only.

Additional Information
Company details

Tai Kwun is the Hong Kong’s centre for heritage and art. Situated at the meticulously restored Central Police Station compound, one of the most significant revitalisation projects in Hong Kong, which includes 3 declared monuments of the former Central Police Station, the Central Magistracy and the Victoria Prison, Tai Kwun will bring culture and leisure experiences for all to enjoy.

Visit our website to learn more: www.taikwun.hk

Tai Kwun is the trading name of The Jockey Club CPS Limited

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