Visitor Services Officer

About the role

The Visitor Services Officer will be the front‑line host for guests at M+ Museum, ensuring a smooth and welcoming experience across the service desk, ticketing, admission, cloakroom and gallery areas. This fixed‑term position offers the chance to work in a world‑leading museum dedicated to modern and contemporary visual culture.

Key responsibilities

• Manage daily operations of the service desk, ticketing, admission checks, cloakroom and membership facilities.
• Supervise a team of casual staff, volunteers and venue contractors, maintaining performance standards aligned with museum KPIs.
• Deliver an engaging and friendly visitor experience, providing information and assistance as needed.
• Handle visitor feedback promptly and act as a liaison for service improvements.
• Support artwork protection by enforcing house rules and monitoring visitor behavior.
• Collaborate with safety, cleanliness and crowd‑management teams, especially during large‑scale events.
• Assist in preparing and updating emergency response protocols and ensure compliance with health‑and‑safety guidelines.
• Perform any additional duties assigned by museum management.

Required profile

• Higher diploma or above; a university degree is an advantage.
• At least three years of customer‑facing experience in an art, cultural, tourism or hospitality setting.
• Approachable, proactive, detail‑oriented and able to adapt to a fast‑paced environment.
• Strong interpersonal skills with excellent oral and written communication in English and Chinese.
• Team player capable of multitasking and working weekends, public holidays and occasional evenings.
• First Aid and AED certification is a plus.

Required skills

• Proficiency with Microsoft Word.
• Proficiency with Microsoft Excel.
• Proficiency with Microsoft PowerPoint.

What we offer

• Fixed‑term two‑year contract with the possibility of renewal based on performance.
• Opportunity to work in a leading international museum and develop expertise in visitor services.
• Exposure to a dynamic environment focused on modern and contemporary visual culture.