Venue Management Manager at The Hong Kong Jockey Club

Guangzhou, Guangdong, China -

Full Time

Start Date

Immediate

Expiry Date

13 Sep, 26

Salary

0.0

Posted On

15 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Venue Management, Customer Relationship Management, Team Leadership, Operational Planning, Complaint Handling, Service Quality Assurance, Resource Management, Stakeholder Coordination, Performance Measurement, Compliance Management

Industry

Non-profit Organizations

Description

Job Summary The job holder is tasked with executing short-term and long-term business strategies to deliver and maintain racing and wagering services, aiming to enhance customer experience. The job holder leads and supervises a team to ensure top-notch customer service both at racecourses and in administrative tasks, and provides personalized support to premium customers. Additionally, the job holder manages a mixed team of staff to meet operational objectives at Racecourses, fostering effective communication and customer satisfaction, while guiding junior employees on all raceday operation and coordinating with other departments on racecourse operations, admission and attendance.Major Tasks Develops and maintains relationship with customers through customer relations/ retention activities Provides dedicated customer service in assigned venues in racecourses during racedays Works closely with Event, Catering and other service team to deliver the best customer experience on site Works as part of the effective and highly motivated team in delivering business objectives and result Manages the available resources to provide customer services at the racecourse Develops and implements business plan and service improvement initiatives Establishes staff management, development and performance standard to achieve effective and highly motivated team Drives the development and implementation of business performance measurement system and service quality assurance programs Works closely with internal and external partners to enhance racegoing experience and service standard Ensures compliance with Responsible Gambling Policy and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club's businesses. Undertakes other duties as assigned by Line Manager. Education A bachelor degree in any disciplines.Qualifications Experience A minimum of 6/8 years' experience with Supervisory role Experience in customer service environment Solid complaint handling experience with acute service sense

Responsibilities

The role involves executing business strategies to maintain racing and wagering services while leading a team to enhance the customer experience at racecourses. Key duties include managing operational objectives, coordinating with internal departments, and ensuring compliance with gambling policies.