Visitor Experience Officer

Principal Functions and Purpose of the position:

This position supports the Centre Manager in delivery of front of house and back of house services at WWF visitor centres and at outdoor events in Hong Kong. This involves operating the Panda Shop, coordinating and assisting eco-tour, creating visitor experience, and maintaining the building and surrounding area standards.

Major Duties and Responsibilities:

Customer focused - Front of house

• Coordinate the bookings system for upcoming events and ensure all facilities and services are available as scheduled.

• Meet and greet visitors and customers, proactively engaging with them by introducing the WWF brand, products, and services, including eco-tours, public events, and other activities across all centres.

• Prepare eco-tour for walk-in visitors and conduct post-tour follow-up with customers to promote other WWF experiences and products.

• Responsible for daily operations of Panda Shop, including the POS and inventory system to maintain accurate retail and inventory records.

• Support Centre Manager to deal with memberships, subscriptions, enquiries,  feedback, and customer complaints.

Quality of service / Administrative - Back of house

• Responsible for centre opening and closing, ensuring the premises are secure and safe.

• Responsible for room, venue, and catering setting before events and basic clean up after events

• Support the Centre Manager to assess health and safety and the cleanliness of premises.

• Perform regular inspections of premises and equipment for preventative reporting and formulate action to maintain the premises, plants, machines, and other equipment in good condition.

• Ensure proper storage of workshop and operation materials and equipment.

• Provide support to the Centre Manager and Supervisor in inventory checks, coordination of Eco Guide arrangements, and circulating agendas and minutes of departmental team meetings.

• Responsible for customer communication through phone and email, ensuring prompt and professional responses.

• Support the Centre Manager in applications to government or other authorities, such as permit arrangements and dealing with on-site inspections as required.

• Support WWF activities and other ad-hoc duties as required.

General Requirements:

• Holder of Higher diploma in hospitality or customer service-related discipline.
• Minimum 1 year of work experience in retail, administration, customer service, or event operations.
• Experience in using a POS system is preferred.
• Experience in coordinating visitor tours or group activities is preferred.
• A Responsible, proactive, and customer-oriented person with a pleasant and outgoing personality
• A team player with good organising, communication, and interpersonal skills.
• Good command of Chinese and English
• Physically fit to perform outdoor duties and willing to work in adverse weather conditions.
• On shift working arrangement to support duty on weekends and public holiday.

Working Location: Hoi Ha Wan Marine Life Centre, Daily Transportation is available on WWF vehicles from Ma On Shan.

Interested candidates, please apply with a full resume through https://wwfhk.bamboohr.com/careers/180

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

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