(Volunteer) Guest Service, Bookings & Operations Manager

Company Description Crossroads Foundation is a Hong Kong–based non-profit organisation that connects people in need with those able to help. Through its Global Distribution service, it channels quality excess goods from Hong Kong to vulnerable communities locally and internationally. Its Global X-perience programmes offer immersive simulations of global need, helping participants better understand the realities of poverty and inequality. Global Handicrafts supports fair trade producers by selling products that provide sustainable income to people in poverty. The Global Hand platform fosters partnerships between for-profit and non-profit organisations to address global challenges more effectively.About the Role - Crossroads welcomes thousands of volunteers, visitors, corporate teams, schools and community groups each year. This role leads the systems, teams and guest experience that make those visits possible. You will oversee our reception, group bookings and operational support, ensuring every visitor experiences a warm welcome while helping teams across Crossroads access the volunteers they need.The Opportunity - This is a service leadership role for someone who enjoys: Creating exceptional visitor experiences; Improving systems and processes; Leading people; Coordinating multiple moving parts; Building a culture of hospitality and excellence. You will play a key role in helping volunteers and groups experience purpose and impact from the moment they connect with Crossroads.From our directors to interns, Crossroads is run by volunteers. So you will work alongside a team of dedicated volunteers and full time staff (who are also volunteers), all passionate about bring transformational resources to those with little.Key Responsibilities - Lead Guest Services - Ensure a welcoming experience for volunteers, visitors, donors and partners; Oversee reception standards and enquiry handling; Improve responsiveness and service quality; Use feedback to drive continual improvement. Manage Group Volunteering Programmes - Oversee booking systems and volunteer scheduling; Coordinate volunteer group experiences; Work closely with departments across Crossroads; Improve group hosting capacity and volunteer experience.Strengthen Operations - Improve office procedures and workflows. Ensure smooth daily operations. Develop practical systems that reduce duplication and inefficiency. Support a high-functioning volunteer services office.Lead a Team - You will lead our Reception Team which usually includes a Group Booking Administrator / Intern and an Office Operations Administrator / Intern.Ideal Candidate - Some people leadership experience. Customer experience, hospitality, operations or event management background. Excellent communication (written and spoken, English mainly; but Chinese also helpful) and organisational skills. Process improvement mindset. Comfortable juggling multiple priorities. Passion for serving people and creating a welcoming environment. Ideally you can volunteer 3 or more days a week.Why This Role Matters - The quality of someone's experience at Crossroads can influence how they engage with humanitarian issues and whether they continue serving others. This role helps create those experiences every day.