Visitor Experience Officer (Mai Po Natural Reserve)

Principal Functions and Purpose of the position:

This position supports the Senior Operations Manager, Operations Manager, or Senior Visitor Experience Officer in the delivery of front-of-house and back-of-house services at WWF visitor centres and at outdoor events in Hong Kong. This involves the delivery of tour and visitor experience, Panda Shop, and online shop operations, whilst also maintaining building and grounds standards to comply requirements of WWF Hong Kong.

Major Duties and Responsibilities:

Customer-focused - Front of house

• Ensure the highest levels of customer experience by providing and supervising positive interactions between WWF and visitors.
• Daily monitoring and preparing for upcoming bookings and events.
• Meet and greet WWF visitors and customers, proactively engaging with them, by introducing our brand and product range, including tours and activities available across all centres.
• Actively promote WWF activities, events and public tours to customers introducing display exhibitions.
• Supervise, prepare, and conduct some tours and oversee post-tour follow-up with customers offering other WWF experiences and products.
• Promote and recruit members and donors for WWF.
• Operates sales in the centre or at outdoor events to maximize contribution towards conservation and education to meet specified targets.
• Operate cashier function using the POS, activities bookings system and inventory systems in accordance with WWF policy and procedures.
• Conducts opening and closing tasks of the centre.
• Support Operations Manager to deal with memberships, subscriptions, enquiries, feedback, and complaints
• Assist customers with their online orders or enquiries on WWF products.
• Receive complaints and report to superiors.
• Ensure all facilities and services are available and the required schedule.
• Conduct the Public Eco Visit for walk-in visitors.

Quality of service / Administrative - Back of house

• Responsible for centre opening and closing.
• Responsible for permit applications for visitors.
• Perform regular inspection of premises and equipment for prompt reporting and action on preventative maintenance and servicing of plant, machinery and equipment (i.e. including all toilets, utilities and equipment, electrical equipment, fire safety, and security systems).
• Support to record maintenance on a planned preventative maintenance programme.
• Support manager responsible for assessment and supervision of health and safety and cleanliness of premises.
• Ensure proper storage of operating equipment and assets to ensure they are looked after, stored correctly with security and that the inventory is maintained accurately and up to date.
• Support manager in applications to the government or other authorities like permit arrangement and dealing with onsite inspections as required.
• Set up rooms & venues per specific event.
• Support and WWF activities as required.
• Provide support to manager and supervisor in inventory check, coordination of Eco Guide arrangement, circulating agendas and minutes of departmental team meetings.
• Adhoc duties assigned by supervisors.

General Requirements:

• Vocational training or diploma in hospitality management preferably with 3 years of work experience in retail, customer service and/or event operations.
• Experience in leading and coordinating different tours or group activities is preferred.
• Experience in developing outdoor experiential learning activities is an advantage
• Demonstrate a can-do attitude.
• Be presentable, responsible, and proactive.
• A team player with good organizing, communication and interpersonal skills.
• Excellent interpersonal and customer service skills with a pleasant and outgoing personality.
• A high degree of accuracy and professionalism in handling inventory and point of sales information.
• Physically fit to guide outdoor learning programmes and willing to work in adverse weather conditions.
• Working during weekends and public holidays is a must.
• Proficiency in spoken Cantonese / Mandarin and English and a good level of written English and Chinese skills.

Interested candidates, please submit your application through https://wwfhk.bamboohr.com/jobs/view.php?id=153

This is a local position to be based in Mai Po, Hong Kong.

We offer a 5-day work week and competitive rewards and benefits package to the right candidate. Interested parties please apply with a full resume, stating your present and expected salary and available date. Only shortlisted applicants will be notified.

WWF, the World Wide Fund for Nature, a non-profit organization, headquartered in Switzerland, is one of the world’s most recognizable and respected independent conservation organizations.

To find out more about us, please visit our website at wwf.org.hk now.