Joseph Ngai Email & Phone Number

New York City

General Manager• Responsible for planning and managing of the day to day operations to attain maximum guest satisfaction as well as maximum revenues. • Increase room revenue on a month to month comparison and year over year working with Revenue Management team,• Meet with media, corporate and travel professionals for site inspection and visits.• Worked with independent operators (Cvent, Hotel Planner) on RFPs and group reservations.• Continuous coordination with OTAs to generate more bookings.• Site visits to local entities and corporations to “introduce” the hotel to generate corporate bookings. • Booked and blocked all group reservations.• Coordinate with IT on website and monitoring of all social media.• Maintain all 3rd party and direct bill invoicing and collection (ie:Expedia, corporate accounts)• Handle all guest’s comments, inquiries and complaints. Aggressively monitoring all third party review sites (Tripadvisor etc) to reply to any comments positive or negative to retain guests loyalty.• Room inspections daily to ensure optimal guest satisfaction.• Process payroll for the hotel.

Pre-opening Project Manager• As part of the opening team, we were responsible for planning and managing of the day to day operations• Coordinated with Micros to set up Opera PMS system for the property.• Interviewed and hired and trained all staff prior to opening.• Developed and implemented operating procedures and policies for all staff to ensure maximum efficiency in hotel operations.• Determine same day pricing strategy with the GM, set inventory and analyze daily bookings and cancellations to manage day of sellouts.• Prior to the Hotel official opening, managed pre-opening of 40 room boutique style hotel. Developed checklist of items to be corrected in accordance with construction contract. Constant interaction with main contractor as well as sub-contractors and owner of the property to ensured project is completed to the satisfaction of ownership.• Supervised all installation of wallpaper, carpet, furniture and fixtures and all amenities in guest rooms and public areas.

•Responsible for planning and managing of the day to day operations to attain maximum guest satisfaction as well as maximum revenues. •Increase room revenue on a month to month comparison an average increase of 15% to 30% in the three years the hotel have been in operation.•Meet with media, corporate and travel professionals for site inspection and visits.•Coordinate with BW Corporate Sales to generate leads and filing out RFPs.•Worked with independent operators (Cvent, Hotel Planner) on RFPs and group reservations.•Coordinate with IT on website and monitoring of all social media.•Maintain all 3rd party and direct bill invoicing and collection (ie:Expedia, corporate accounts)•Handle all guest’s comments, inquiries and complaints. Aggressively monitoring all third party review sites (Tripadvisor etc) to reply to any comments positive or negative to retain guests loyalty.•Room inspections on a daily basis to ensure optimal guest satisfaction.•Prior to the Hotel official opening, managed post construction of 56 room boutique style hotel. Developed punchlist of items to be corrected in accordance with construction contract. Constant interaction with main contractor as well as sub-contractors and owner of the property to ensured project complied with all local regulations as well as brand requirements.•Supervised all installation of wallpaper, carpet, furniture and fixtures and all amenities in guest rooms and public areas.•Coordinated with Best Western to ensure hotel is in compliance with brand standards prior to being flagged and opening to receive guests.•Coordinated with Micros to set up Opera PMS system for the property.•Interviewed and hired and trained all staff prior to opening.•Developed and implemented operating procedures and policies for all staff to ensure maximum efficiency in hotel operations.

•Assistant General Manager of a 4 star 48 room boutique hotel.•Assist the General Manager in directing and supervising the operational activities of the hotel’s Front Office to provide the highest standard of service.•Coordinated action plans with the Corporate Director of Operations and the Revenue Manager (both based in California) in the operations of the hotel.•Manage all Front Office functions including guest’s arrival and departures, ensuring optimal levels of customer satisfaction. •Determine same day pricing strategy with the GM, set inventory and analyze daily bookings and cancellations to manage day of sellouts.•Assist the General Manager and Sales Manager in creating a new sales and marketing strategy to increase the hotel’s exposure and revenue.•Handle all guest’s comments, inquiries and complaints.•Meet with media, corporate and travel professionals for site inspection and visits.•Booked and blocked all group reservations•Maintain all 3rd party and direct bill invoicing and collection (ie:Expedia, corporate accounts)•Interview, recruit and train new team members.•Coordinates and conduct individual and team training and development sessions.

•“Opened” a brand new 28 room limited service boutique hotel September 2007 in Soho, New York City. •Responsible for planning and managing of the day to day operations to attain maximum guest satisfaction as well as maximum revenues. •Developed and implemented sales strategies to attract corporate clients, travel agencies as well as independent travelers•Interviewing, hiring and managing a staff of 14.•Implement health care benefit package for employees.•Developed and implemented procedures and policies to ensure the hotel property and rooms are maintained properly to maintain a standard befitting a boutique hotel.•Created an incentive program for employees to mutually benefit guests, employees and hotel.•Instituted operating policies and regulations for employees.•Established a relationship and negotiate with vendors and suppliers for optimum pricing.•Ensured that hotel met all compliances with licensing laws and statutory regulations.

•Member of executive management team that implemented plans and actions which improved the overall satisfaction of our guests’ stay while increasing revenues, ADR and REVPAR as well as boosting the morale of our associates while increasing productivity.•Became F & B Manager after the hotel assumed control of restaurant in January 2007. Hiring and scheduling of staff as well as purchasing and maintaining of restaurant supplies and food inventory. Created a menu that was stylish, modern and tasty yet invoke the comfort of home cooking. Increase the monthly revenue of $39,000 from the prior operator to an average of $60,000.•Manage the Hotel bar after we assumed control in November 2005. Scheduling of bartenders, purchasing and maintaining inventory. Revenue increased from $4,000 per month to $15,000.•Implemented Peachtree Accounting Software for company before switching to Great Plains.•Manage Accounts Payable for a major metropolitan hotel with annual revenue over $12M and an average monthly payable of $400K.•Trustee and Plan Administrator for the company’s 401K plan.•Manage healthcare benefits for company through 3rd party providers, Empire Blue Cross and Oxford.•Purchasing of operating supplies as well as all office supplies including computer hardware, software and major office equipment. Negotiate with all vendors for optimum pricing.•Work with the General Manager in coordinating with the contractors on various property improvement projects.•Prepare monthly, quarterly and annual analytical reports on revenues and expenses for the General Manager and Controller.•Assumed the duties of the Human Resources Director for 3 years in conjunction with all accounting and payroll duties•Chief liaison with Intercontinental Group of Hotels’ Guest Relations Department in settling financial disputes and disagreements between hotel and guests.