Experience

Holiday Inn Manchester West

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Senior Night Manager

  • Aug 2022 - Present

  · Manage and co-ordinate the reception operations to always provide the highest level of guest experience. · Achieves guest satisfaction and rooms revenue goals by managing all inspirational colleagues. · Manages Reception supervisors and Receptionists and night Staff ensuring daily tasks are completed thoroughly, effectively, and efficiently, taking corrective action where necessary. · To ensure that all members of the team are regularly evaluated and that development plans are plotted accordingly with the General Manager. · To monitor and control departmental costs to ensure performance against budget, to take corrective action when required · To ensure all new members of the team are trained to the agreed standard and ensure that all training files are kept up to date with the guidance from the General Manager · Manage and participates in the prompt and courteous check-in, check-out, and servicing of guests, ensuring an outstanding guest experience is always promoted. · Works closely with all Heads of Department to ensure common goals are reached in every situation. · Handles promptly and courteously problems regarding customer room accommodations and rates, notify appropriate Department Head when needed. · Work with strategies provided by the General Manager to maximize bedroom upgrades and breakfast vouchers, as well as upselling for the Food and Beverage outlets at the hotel. · Handles promptly and courteously problems regarding customer room accommodations and rates, notify appropriate Department Head when needed. · Handles promptly and courteously all guest comments, complaints, requests, or inquiries; takes necessary action, and thorough follow-up. · hotel’s fire, emergency, and bomb procedures. Show less



Nina Hospitality

• Hong Kong
• Hospitality
• 1 - 100 Employee

• Guest Experience Manager

  • Dec 2021 - Jun 2022



Regent Taipei - Silks Hotel Group 晶華國際酒店集團

• Taiwan
• Hospitality
• 1 - 100 Employee

• Night Manager

  • Feb 2021 - Nov 2021

  - Direct report to Managing Director and Executive Office in Hotel. - Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety. - Handle guest enquiries and emergency cases. - Response to guest comments and complaints relating to service standards and take necessary action to achieve the highest level of guest satisfaction. - Achieve maximum guest satisfaction and adhere to the quality standards required by the hotel - Represent management and take charge of situations to make necessary decisions in the absence of the hotel management and/or department heads. - Act as coordinator and ensure prompt and adequate service delivered by various departments. - Be aware of the room situation constantly, strive to obtain maximum room occupancy and revenue. - Responsible for smooth running of daily Hotel operation and Security team operation and management. - Maintain a professional and high-quality service oriented environment at all times. Show less



InterContinental Hong Kong

• Hong Kong
• Hospitality
• 1 - 100 Employee

• Night Manager

  • Aug 2010 - May 2020

  • To manage day-to-day operations of the Front Office team, strives to improve and maintain the Hotel in excellent service performance ranking in Forbes 5 stars hotel standard. • Closely working with various departments to ensure guest’s satisfaction and safety. Responsible for monitoring the hotel's security and ensuring the safety of our guests, in order to ensure standard procedure on operation and risk management are displayed in a professional manner • Worked to build a guest recovery program focusing on problem resolution and ensure guest’s satisfaction after complaints and problems encountered during their stay, in order to develop and implement continuous improvement. • Represent the Hotel Manager and other senior managers during their absence, taking the full responsibility of Hotel Manager, record and promptly resolved problem or emergencies situation. • Holder of First Aid Certificate and first responder and leader of the Emergency Response Team during the event of any emergency. • Responsible for smooth running of daily Front Office operation and management of 22 people. • To ensure that all guest complaints and requests are handled promptly, resolved effectively, to ensure repeat business and open and clear communication with all concerned; Project Leader to improve communication between Front Office, Housekeeping and Engineering to ensure prompt room readiness for guests’ arrival. • Build customer relations to ensure repeat visit and customer loyalty. Winner of multiple awards and recognitions for guest compliments received. • Ensures VIPs and priority club guests receive special attention. • Generates regular reports pertaining to the Hotel’s Department as required by Management. • To manage the Night Auditor to ensure all check in/out procedures are adhered to and that all overnight rolling actions are accurately completed and on time. Show less



The Excelsior Hong Kong

• Hong Kong, Hong Kong SAR

• Assistant Manager - Front Office

  • Nov 2004 - Jul 2010

  • Ensure superior guest service • Maintain high visibility and professional involvement with guests. Represent management in the area of guest service and deal with the day-to-day problems and special requests of hotel guests • Implement training initiatives for current and new employees • Promote our Guest Loyalty Program and ensure compliance with Program Standards • Develop, organize and conduct Department Meetings • Ensure financial success by controlling staffing levels, operational costs and maximizing revenues • Responsible for hiring, training, coaching; counseling and executing disciplinary actions of employees Show less



The Charterhouse Hotel

• Hong Kong, Hong Kong SAR

• Assistant Manager – Front Office

  • Jan 2001 - Nov 2004

  • Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations. • Provides functional assistance and direction to all departments. • Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel • Responds to guest needs and resolves related problems • Supervises and directs Reception and Reservations personnel. • Supports and assists Front Office personnel and all departments at peak periods. • Ensures VIPs and priority club guests receive special attention • Analyses and approves discounts and rebates. • Fully conversant with all hotel emergency procedures. Show less



Hyatt Regency Hong Kong

• Hong Kong, Hong Kong SAR

• Front Office Team Leader

  • Mar 1997 - Jan 2001

  • Responsible for the operational efficiency of all front office areas during shift and the service delivery of those areas. • Provide timely and professional check-in/check-out services in accordance with established scripting and standards. • Responsible for establishing and maintaining mutual understanding and goodwill between Chinese guests and management. • Conducts shift briefings to ensure hotel activities and operational requirements are known • Supervise front office operations during assigned shift including: Maintenance of guest information, Maintenance of information about local events, Compile occupancy statistics, Supervise group bookings, Assisting with serious complaints • Supervise cashiering activities during shift including: Cash handling and banking procedure, Dealing with irregular payments, Instructing staff in credit policies and facilities, Instructing staff in cash security procedures, Carry out debtor control, Prepare reports and supervise the cashiering system. Show less