Project Manager, Customer Services

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 Special Project Department leads the integrated Conghua Racecourse (CRC) business strategy, consolidating cross-functional workstreams to build a cohesive, integrated and sustainable business model, enabling CRC to become the foundation of the Club’s long-term development in the Greater Bay Area.

The Job

• CRC GS Pre-Opening Phase
  • Design Operating Model for Public Stand, Retail Stores and Visitor Experience Centre.
  • Conduct workstream meetings with project teams and provide them with necessary inputs.
  • Prepare and present pre-opening process presentations covering customer journey, customer flow, and customer experience; coordinate with project team, operations team, and senior management team to explain the various stages and nuances of pre-opening, including the standard requirements and compliances that are required.
  • Ensure that the project and the operation team comply to all pre-opening processes, operational brand standards, insurance requirements, etc.
  • Ensure the reception of all BOH areas are in line with operational requirement, coordinating efforts with the Facility Management team and the Property Team.
  • Closely partner with the HR team to oversee the entire process of recruiting, onboarding, providing logistical support, and managing part-time employees for the public venue operation to ensure they are thoroughly trained, highly motivated, and adhere to the Club's standards.
  • Formulate and coordinate pre-opening simulations and test scripts for responsible areas.
  • Liaise with Public Segment, Retail and Visitor Experience Centre Segment owners to enhance customer experiences.  Provide insights to the Programme owner for initiatives in Public Venues aimed at achieving high customer satisfaction and increasing awareness in all CRC operation days.
  • Coordinate on the handover from Property Team and receiving Operations Equipment for responsible areas and oversees the configuration of OEs.
  • Support pre-opening logistics arrangement – manpower deployment, training, SOP development, customer service back end support, uniform, accommodation, simulation, handover and other all necessary tasks to facilitate the successful opening of the Grandstand
  • Assist in training of all full time / non full time employees in Grandstand
  • Work with the designated person to drive hospitality academy in CRC
• CRC GS Grand Opening and Post Opening Phase (On Raceday)
  • Guarantee the smooth operation of the Public Venue, which includes areas like the public entrance, public dining area, public garden, stage area for the performance, VEC and Retail Shops, ensuring that these facilities are serviced and maintained by the FM team and the Security Team.
  • Provide a comfortable passage through the Visitors Experience Center and manage queues and traffic within the center.
• CRC GS Post Opening Phase (Other management responsibilities)
  • Develop annual operating plan and keep track of business metrics such as labor cost and operating expense.
  • Coordinate with Facility Team for better maintenance for the responsible areas.
  • Comply with all relevant laws and regulations in Mainland China under any circumstances. Follow and abide by the rules and regulations of the Club and the company

About You

• A strong blend of technical and domain knowledge is required for this role. Thinking and applying first principles is critical. As such a strong academic background is required. Preferable an MBA from a world class institution (top 100 internationally rated school).
• A minimum of 15 years in managerial experience in hospitality operations and retail business.
• Sound knowledge of facility management.
• Knowledge in IT hospitality systems (e.g. stock management systems, etc.).
• Sound knowledge of hotel or theme park (theme park is preferable) organisation and operational workflow, with capabilities for reviewing architectural drawings during project planning and pre-opening phase and to provide valuable input to optimize back and front of house planning.
• Financially knowledgeable about typical hospitality ratios and KPIs, capable to establish pre-opening budgets and assisting the pre-opening teams to establish the operational financial planning and operational budget.
• Commercial Knowledge for coordinating together with digital marketing team, segment teams and hospitality services team the formulation of Grand Opening launching campaign and the business plan. Understand the positioning of the Club’s branding in China, services provided and how customer needs can be met and be capable to closing business. 
• Ability to engage with multiple senior stakeholders in a complex operation and with close working relationship with Headquarters.
• Demonstrated leadership capabilities.
• Practical experiences and established networks for working with the Mainland authorities and officials.
• Proven experience in managing a sizeable operation in a relevant industry.
• Ability to manage multi-disciplinary operations in China while ensuring integration with the operations in Hong Kong under a matrix organization environment.
• Sophisticated stakeholder relationship skills; cultural sensitivity.
• Excellent influencing power and people engagement skills.
• Strong business acumen.
• Proficient in both written and spoken English and Chinese (Putonghua and Cantonese).
• An awareness of the key site wide FM systems and Security systems that are critical to operations.

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.