Members Relations Officer (Concierge)(Happy Valley Clubhouse)

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 - Membership & Customer Excellence (MCE)

The Membership and Customer Excellence (MCE) Division is responsible for delivering world-class experiences and deepening engagement across all customer segments. The team oversees operations of clubhouses, racecourses, and Off-Course Betting Branches (OCBBs), while enhancing member and owner value propositions and promoting interest in horse ownership and equestrian sports. It leads the Club’s customer experience strategy across digital and physical touchpoints, ensuring consistency, agility, and excellence. The Division also manages data strategy and governance to build a unified view of customers, enabling more personalised and impactful interactions.

The Job

• Support daily operations by maintaining high service standards to ensure guest satisfaction and achievement of key performance indicators (KPIs), while handling general inquiries, feedback, and incidents.
• Perform concierge functions by managing customer services and inquiry resolution both in-person and via phone.
• Coordinate resources and maintenance to ensure optimal asset conditions, collaborating with relevant teams for repairs while managing equipment requests within budgetary constraints.
• Provide administrative support through office management tasks, ensuring seamless operations across service areas while assisting team members as required.
• Deliver excellent customer service by proactively engaging visitors, addressing inquiries and concerns promptly and professionally to ensure positive experiences.
• Implement service improvements by identifying gaps and collaborating with cross-functional teams to develop and execute enhancement strategies for service delivery and customer experience.
• Ensure compliance with all relevant policies and legal requirements while undertaking additional supervisor-assigned duties to support organizational objectives.
• Perform any other related duties as assigned by supervisor.

About You

• Tertiary qualification or above in any disciplines
• A minimum of 1 year relevant experience in customer-facing environment such as hospitality operation and service industry.
• Strong command of written and spoken English and Chinese (Cantonese and/or Mandarin as required) to handle enquiries, feedback, and internal coordination.
• Proven ability to deliver high standards of customer service and manage member interactions with professionalism and empathy.
• Willingness to work shifts, including weekends and public holidays.

Apply Now!

We offer competitive salary and benefits packages, dynamic working environment and development opportunities.
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Equal Opportunity and Inclusive Hiring

We are an equal opportunity employer and strive to create an inclusive workplace for all. Applicants from diverse backgrounds are welcomed to apply. If you have any special needs or require accommodations during the interview process, please e-mail us via careers@hkjc.org.hk. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and job applicants relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.