• Manage various front office functions daily within one Guest Experience team, for example: cashiering, room management, guest relations, concierge and call center. • Communicate with other departments to carry out inter-departmental administration and operations. • Delight and maintain long term relationships with guests. Strive to excel in guest satisfaction and keep The Upper House as #1 hotel on Trip Advisor in Hong Kong. • Recover failure service and turn guest satisfaction around from adverse situations. • Conduct training for team members; and monitor performance and coach them along their professional growth. • Liaise and monitor external service providers for their operations and standards.

• Supervise daily operations of Guest Experience team and communicate closely with other departments on room assignments. • Manage external and internal communications for the team. Ensure all guest requests were addressed promptly. • Coordinate and lead numerous lines of operation on shift basis.

• Perfected guest service skills through emerging into the finest & personalized services. • Prepare guest background information and references to provide excellent guest experience.

• Procured hotel equipments and amenities; and maintained connections with suppliers throughout the pre-opening stage of Hullett House. • Performed various administration duties through coordinating with general and departmental managers, handling the challenges of an opening team.

- Co-author a published English educational series, 'Constructive Grammar Series,' for Secondary 1 to 3 Hong Kong students.

• Sharpened guest delighting skills by providing high standard of services to VIPs and guests. • Coordinated several lines of business, such as daily Front Office, Food & Beverage operations. • Instilled principles of the English language through linguistic training for local Horizon Club staff.