Gary Tong Email & Phone Number

Kowloon, Hong Kong

Hong Kong Sar

- Operating Properties: 41 Hotels & Resorts- Project lead of global Property Management System implementation (New Installation & Conversion), with 50+ new properties in the pipeline.- Corporate governance of hotel operation systems and interfaces, with a focus on Rooms Operations- Work closely with hotels and system vendors for continuous system enhancements to optimize guest experience and operations productivity- Contribute to all corporate initiatives that involve the utilization of operation systems and relevant interfaces

Hong Kong Sar

- Hospitality Global Business Unit- Region: JAPAC (Japan & Asia Pacific)- Successful implementation of On-Premise and Cloud PMS for 10+ projects

Hong Kong Sar

- Room Inventory: 187 rooms & suites- Front Office department head- Oversee Front Office pre-opening and operation with a capacity of 20 team members (GSM, Front Desk, Operator, Concierge, and Fitness Center)- Creation and daily update of the one-stop service platform “Arca Archive” & "FigoKit" (for the Figo, a sister property)Property Achievements:- Traveler Ranked #16 out of 800 Hotels in Hong Kong in 2021-2022 on TripAdvisor.

Hong Kong Sar

- Room Inventory: 840 rooms & suites- Stand-in as Front Office Manager (Oct 2020 - Mar 2021)- Assist with hotel marketing content in Trad. Chinese and Simp. Chinese (Sep 2020 - Feb 2021)- Assigned to the Executive Office by the General Manager to assist with Pre-opening Project Coordination (Aug - Dec 2020)- Oversee Front Office pre-opening and operation with a capacity of 50 team members (GSM, Front Desk, Concierge, Telephone Services, and Fitness Center)- In-depth setup and configuration of Opera PMS, and relevant report builders- Assist with interface setup between PMS, Visionline, POS, VMS, PABX, etc.- Establishment of Upsell Program, Loyalty/Membership Program, etc.- Creation of the hotel's Welcome Kit for the onboarding of all new team members- Assist with the setup of hotel eShop (WordPress & WooCommerce) and the launch of products on the platform

Macau, China

- Room Inventory: 659 rooms & suites- The revamp of SOPs, and the creation of new SOPs related to the implementation of new products and services.- In charge of the departmental training plan, materials, and relevant KPI. Assisted in the enhancement of coaching procedures.- Mentor of the Team Members focus group. Management of Team Members Recognition program for the enhancement of procedural efficiency and team spirit.- Occasional MC for the annual staff party and company internal events.- Participated in the planning and execution of PMS upgrade project of >5 hotel properties and >12,000 room inventories. (Sands China Limited, 2018)- Creation and daily update of the one-stop service platform “Conrad Key”Property Achievements:- 5* Forbes Travel Guide Awards 2016 / 2017 / 2018 / 2019- Property ranked Top 10 for brand performance scores & multiple categories in Top 5 in 2016 / 2017 / 2018- Ranked #1 Hotel in Macau 2016 / 2017 / 2018 on TripAdvisor. TripAdvisor 2016 / 2017 / 2018 Travelers’s Choice Awards (in multiple categories).

Shanghai City, China

- Room Inventory: 952 rooms & suites- Stand-in as operation support during the absence of the Horizon Club (Executive Floor) Manager- Daily supervision of Front Office operation to ensure service delivery and maximize Rooms Division revenue.- Standardize the format of incident logs for the property and the utilization of Shangri-La’s DR3 defect analyzing system.- Commander of the hotel ERT (Emergency Response Team) to ensure guest safety as the highest priority.- Assist the Human Resources department in conducting training and preparing training materials.- Seasoned in resolving hotel defects and guest complaints.

Shanghai City, China

- Room Inventory: 952 rooms & suites- A 16-month tailor-made training program, covering all aspects of luxury hotel operations, with a focus on Rooms division.

Neuchâtel, Switzerland

Neuchâtel, Switzerland

Hong Kong Sar

- Room Inventory: 688 rooms & suites- Extend VIP services for guests who stay on the Executive Floors that covers the scope of Food & Beverage, Front Desk, Concierge, Guest Services, etc.

Paphos, Cyprus

- Room Inventory: 288 rooms & suites- 5 F&B outlets- Exposure in various types of F&B operations:A La Carte, Banquet, Bar, Buffet, Fine Dining, etc.

Swiss Higher Diploma, International Hospitality & Design Management, First Class Honours

Activities and Societies: Student Council, Student Ambassador Forum, Study Advisor, Open House Team, Yearbook Committee, Sports Team 2014.

Bachelor Of Arts, International Hospitality & Design Management, First Class Honours

Activities and Societies: Student Council, Student Ambassador Forum, Study Advisor

Education record