- Pre-opening team of Shangri-La Nanshan, Shenzhen•Interviews, trains and schedules the Front Office team day to day performance of the staff. Coach staff to achieve core and service culture standards, also conduct performance reviews, discipline staff as needed •Handle guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible;Resolve customers complaints, assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel/in-house events/directions, etc•Respond to all guest requests in an accurate and timely manner making recommendation based on local knowledge and hotel practices•Train and handle various digital programs o improve guests stay experience•Assure that all staffs knows what activities are available in the city and establishes close contacts with vendors in those areas in order to provide information, ticketing and reservation if necessary for guest-Melco Resorts & Entertainment Limited • Join in pre-opening team of Studio City Phase 2 preparation started from January of 2023• Create and strategies duties and responsibilities of Front Operation Colleagues, also outsource and ensure that work process are in a logical order • Ensure and maintain a high standard of personal hygiene, behavior, and grooming standards of staff perform • Connect with guest during their stay and ensure their stay experience• In charge front desk training plan and topic, drive training program• Efficiently resolving guest issues and responding to guest feedback• Handle daily operation to oversee front desk and coordinate closely with each department• Multi-tasking to handle group arrival and provide exception service during the arrival and departure process• Standard training for new staff• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met•Working closely with other management in a supportive and flexible manner, focusing on the overall performance and the satisfaction of guests