Visitor Experience Officer

Highlights

• Work at Mai Po Nature Reserve
• One of the world leading conservation organisation
• International NGO

WWF-HK is looking for a Visitor Experience Officer in our Operations team who will be supporting the Assistant Manager, Visitor Experience to deliver front-of-house and back-of-house customer services at Mai Po Peter Scott Visitor Centre, other WWF-Hong Kong centres, and outdoor events in Hong Kong.

Major Duties and Responsibilities

Customer focused – Front of house

• Meet and greet WWF visitors and customers, and provide customer services at the front desk, Panda Shop, and Kingfisher Café of Mai Po Peter Scott Visitor Centre to ensure the highest levels of customer experience during their visit. 
• Manage the activities bookings system to coordinate bookings, permit applications, and preparation for upcoming events. 
• Assist in Shuttle Bus arrangements, including visitor pick-up and registration at gathering locations
• Maintain the eco-visit equipment in clean and good condition.
• Prepare and deliver eco-visit for walk-in visitors and conduct post-tour follow-up with customers to promote other WWF activities and products. 
• Responsible for Panda Shop operations, including retail service, managing the POS and inventory system to maintain accurate retail and inventory records. 
• Provide catering services in Kingfisher Café located inside Mai Po Peter Scott Visitor Centre for walk-in guests, participants of WWF’s daytime and overnight programmes at Mai Po
• Recruit members and donors by promoting the WWF brand and introducing our products and activities, such as eco-tours, events, and other conservation activities across all centres. 
• Support Manager to handle memberships, subscriptions, enquiries, feedback, and complaints.

Quality of service / Administration – Back of house

• Responsible for Mai Po Peter Scott Visitor Centre and Mai Po Education Centre opening and closing.
• Responsible for Mai Po Nature Reserve permit application.
• Responsible for classroom, event venue, and catering setting and clean up before and after events.
• Handle all-rounded administration tasks of the Visitor Centres when necessary.
• Handle café daily operation including but not confine to food ingredients and goods restocking, food preparation in accordance with the organizational hygiene and aesthetics standards.
• Conduct regular patrol and inspection for all premises (indoor and outdoor) and facilities in Mai Po Nature Reserve.
• Report the maintenance needs to the Manager for formulating preventative plans to maintain all premises, facilities, and equipment are working in good condition. 
• Assist the Manager in assessing the health & safety, and cleanliness of the premises.
• Ensure the operating equipment and materials are stored properly and securely. Monitor and maintain the materials inventory is accurate and up to date. 
• Coordinate with government or other authorities for onsite inspections when required.
• Support Manager and supervisor in inventory check, coordination of Eco Guide arrangement, circulating agendas, and minutes of departmental team meetings. 
• Support WWF activities and other ad-hoc duties as required.
• On-shift working arrangement and support duty on weekends and public holidays is a must.

Required Qualifications and Skills

• Diploma Holder in Hospitality / Tourism / Property Management, or related disciplines
• Minimum 3 year of working experience in retail, administration, customer service, or event operations. 
• Excellent language skills in Cantonese, English, and Mandarin and communication skills, to enable effective communication with visitors and clear and concise information.
• Good problem-solving skill and strong customer-oriented mindset, with the ability to anticipate and meet visitors’ needs, provide appropriate solutions and deliver an exceptional customer service experience.
• Ensure that the visitor experience is enjoyable.
• Ability to adapt changes and experience in crisis management.
• Experience in developing, coordinating, and leading tours and outdoor learning group activities will be an advantage
• Experience in using a POS system is preferred
• Cycling skill is essential to perform outdoor duties in Mai Po Nature Reserve.

Required Behavioural Skills

• A responsible, proactive person with a pleasant and outgoing personality
• A team player with good organizing and interpersonal skills.
• Willing to work in adverse weather conditions.

APPLICATION:  Interested parties please send detailed resume stating present & expected salaries by clicking “Apply for This Job”. 

All applications will be treated in the strictest confidence and personal data collected will be used for recruitment purpose only.  Applicants not invited for interview within 12 weeks may consider their applications unsuccessful.

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.