Owners Services Officer

The Hong Kong Jockey Club
Founded in 1884, The Hong Kong Jockey Club (“the Club”) is a world-class racing club that acts continuously for the betterment of our society. The Club has a unique integrated business model, comprising racing and racecourse entertainment, a membership club, responsible sports wagering and lottery, and charities and community contribution. Through this model, the Club generates economic and social value for the community and supports the HKSAR Government in combatting illegal gambling.

The Division
The Racing Division is committed to managing all aspects of Hong Kong’s world-class sport of horse racing, covering the full value chain — from importation and training to racedays, equestrian, welfare, integrity, and international engagement.  With Conghua Racecourse and Greater Bay Area expansion, we’re shaping racing into a dynamic sporting, social, and entertainment experience.

Job Summary

Reporting to the Senior Manager, Owners Services & CRM, he/she is responsible for delivering exceptional owner experience across Hong Kong and Conghua (CRC) touchpoints. Although based in Hong Kong, the incumbent will take ownership of Conghua racecourse planning and operations (owner visits, events, facilities) and provide project coordination and operational support for Owners Services. 

The role acts as a primary liaison for owners, manages front-of-house operations, coordinates cross-functional projects, and ensures high standards of service and governance that reinforce owner satisfaction and retention.

The Job

• Serve as a primary point of contact for owners visiting Hong Kong Racecourses and Conghua Racecourse (CRC); ensure a welcoming, professional experience.
• Manage owner inquiries and complaints promptly and professionally, coordinate follow-ups and resolution.
• Responsible and oversees for planning, logistics and execution for owners’ activities, hospitality arrangements and major racing-related events at racecourses (including pre-event preparation, onsite coordination and post‑event wrap-up).
• Provide operational support and on‑site coordination for raceday activities at both HK venues and CRC, including set-up, vendor liaison, frontline staffing and contingency handling.
• Maintain and uplift owners’ facilities at CRC with CRC Owners Service Team.
• Build and maintain local supplier and vendor relationships (hotels, F&B, transport, leisure) to ensure tailored owner experiences.
• Act as project coordinator for Owners Services initiatives, maintaining master timelines, status reports and retrospective reviews.
• Manage RFQs, budget tracking, payment processing and procurement follow-through where required.
• Assist in the development and implementation of the Owners Services strategy, operating model, and standardization of guidelines to enhance service delivery.
• Support the management of the owner data platform to facilitate personalized engagement.
• Assist in developing targeted communication strategies to enhance owner retention and loyalty.
• Support the training, and development of the Owners Services team to ensure high-quality customer care.

About You

• A bachelor’s degree holder in Business Administration, Communications, Hospitality Management or other related disciplines.
• A minimum of 3-5+ years hands on experience in guest service/relations, operations or member services at high-end business clubs/ 5-star hotel.
• Strong skills in delivering exceptional customer service and managing customer relationships effectively.
• Proficiency in overseeing daily operations, ensuring seamless execution of services and activities.
• Ability to address and resolve customer inquiries and concerns promptly and effectively.
• Strong PC skills with a focus on Microsoft Office products (Excel, PowerPoint)
• Fluency in spoken English and Chinese, which includes Cantonese and Putonghua
• Knowledge of horse racing an advantage