Experience

The Kerry Hotels

• Hong Kong
• Hospitality
• 100 - 200 Employee

• Duty Manager

  • Sep 2020 - Present



Langham Hospitality Group

• Hong Kong
• Hospitality
• 700 & Above Employee

• Duty Manager

  • Sep 2019 - 2020

  1Provide guidance for all duty colleagues in case of any service shortfalls.2Ensure appropriate staffing at all service areas; liaise with concerned departments if required.3Handle dissatisfied guests to resolve complaints, take remedial actions immediately and follow up as necessary. Ensure all guest concerns are promptly logged and report to the management in the Duty Manager log4Respond to all emergency situations such as fire alarms, theft case, guest accidents etc. Every effort must be made to minimize the disturbance or cause inconvenience to the hotel guests. Ensure all incidents are properly logged in the Duty Manager log for future reference.5Inspect rooms on a regular basis and report any defects to the relevant departments.6Provide a management presence in the lobby and hotel back and front of house areas for colleagues7Ensure front desk service levels are maintained using coaching and training techniques aligned with the department standards and procedures.8Liaise and work closely with other departments to resolve any operational issues. 9Administrative and correspondence work including responding to guests complaints or requests with 24 hours.10 Conduct floor patrols together with the Security Officer to all back-of-house areas. Any irregularities are to be reported.11Authorize appropriate rebates, paid-outs, charges to house account and house use/complimentary rooms in the absence of a more manager. 20. Administrative and correspondence work including responding to guests complaints or requests with 24 hours12Take charge during emergency situations and act as the commander of the Emergency Response Team13The Duty Manager must be fully aware of all hotel emergency procedures e.g. typhoon, fire alarm, power outage etc. All incidents must be properly logged in the Duty Managers log for future reference.14Perform any duties assigned by the Management deemed necessary.



上海龙之梦大酒店

• 1 - 100 Employee

• 前台主管

  • Jun 2019 - Sep 2019

  Front desk ServiceLeaderdirect report to duty manager lead team of 5 people 直接向值班经理汇报工作，带领5人团队Assist manager running daily operations: Guest registration check in process,check out process currency exchange ,membership enrollment 作为前台接待员和主管，协助经理日常工作，包括客人日常入住、退房登记外币兑换和新增会员Responsible for department attendance and training work负责部门的考勤和培训员工作following up guest request and preferences , handling with guest complaints also resolve it.及时跟进客人需求，处理客人的投诉解决客人的投诉处理，Reply and follow up daily emails清除回复部门日常邮件



浦东香格里拉大酒店

• 前台接待员

  • Apr 2015 - 2019

  Front desk staffdirect report to duty manager lead team of 5 people 直接向值班经理汇报工作，带领5人团队As acting service leader assist manager running daily operations: Guest registration check in process,check out process currency exchange ,membership enrollment 作为前台接待员和代理主管，协助经理日常工作，包括客人日常入住、退房登记外币兑换和新增会员Responsible for department attendance and training work负责部门的考勤和培训员工作following up guest request and preferences , handling with guest complaints also resolve it.及时跟进客人需求，处理客人的投诉解决客人的投诉处理，Reply and follow up daily emails清除回复部门日常邮件