You will:

• Work closely with Duty Managers to ensure smooth daily front line operations in Tai Kwun, from crowd management to overseeing day-to-day administrative works
• Supervise and coach frontline VE Associates (full-time & part-time) for daily operations of all visitors facing services locations
• Ensure the effective enforcement of service pledges, procedures, policies, guidelines and standards
• Oversee staff deployment and monitor counter operations to ensure the delivery of excellent services
• Supervise the team and manage their attendance, job rotation, service delivery quality and training, etc. 
• Identify visitor expectations & needs through observation surveys and constructive conversations with visitors and guests. Recommend suggestions to address the needs.
• Build the team for continuous improvement.  Create the right operational environment to excel through role-modelling, encouragement and empowerment

You should have/be:

• Bachelor Degree in tourism, education, administration, arts/culture, history or other related disciplines
• Minimum 3 years of supervisory experience in service field
• General knowledge of retail customer services, service industry operations and/or event operation
• Experience in a related cultural or service training role is preferred
• Good command of both written and spoken English, Cantonese and Putonghua
• Able to work on duty roster during weekends, statutory and general holidays as required