Marcus Miao Email & Phone Number

Beijing, China

Nuo Resort Hotel

- Be responsible for Front Office pre-opening and trail operation in NUO Resort Hotel. Work closely with The Universal Studios Grand Hotel to ensure a seamless preparation and guest experience for Hotel Branch of Universal Beijing Resort.- Procurement handling in FF&E and OS&E of Front Office for both hotels prior to opening.- Set up Front Office SOP and P&P based on Kempinski standards as well as adapting to Universal Beijing local circumstances to ensure a guest experience in both… Show more - Be responsible for Front Office pre-opening and trail operation in NUO Resort Hotel. Work closely with The Universal Studios Grand Hotel to ensure a seamless preparation and guest experience for Hotel Branch of Universal Beijing Resort.- Procurement handling in FF&E and OS&E of Front Office for both hotels prior to opening.- Set up Front Office SOP and P&P based on Kempinski standards as well as adapting to Universal Beijing local circumstances to ensure a guest experience in both hotels and theme park.- Recruitment completion for over 70 Team Members, from Section Head, to Supervisor, and Rank & File in all Front Office Positions. Plan and attend two Mass Recruitment - interview over 300 candidates for past 18 month.- Run 2 rounds simulation / trail operation for over 10 weeks to ensure preparation is well fitted for operation after grand opening. Show less

Four Seasons Hotel Beijing

-In charge of Front Office, including Front Desk, Guest Experience, Concierge, Guest Services, Executive Club, Operators, and Hotel Assistant Managers team-Implementing Four Seasons guest recognition system as the only pilot hotel in APAC-Being responsible for Four Seasons EVOLVE coaching for hotel wide, presenting lectures for new employees and current team members

Four Seasons Hotel Beijing

-Leading Guest Experience team to ensure VVIP’s Four Seasons Experience-Champion of guest recognition coaching and Trip Advisor driving in hotel, result in Trip Advisor ranking #1 in Beijing market-Chief Butler role for special guest accommodation, serving 1 president and 2 prime minister level guests during tenure

The Ritz-Carlon, Beijing

-Assisting AFOM for Front Office management, in charge of Front Office in absence of AFOM-Leading and supervising Duty Manager team daily operations-Driving Hotel up-selling program as TSA-Solutions Key Driver

The Ritz-Carlton, Beijing

-Monitoring and supervising Front Desk day-to-day operations-Accommodating VIP guests experience in pre-arrival, in house, and departure phase-Handling guest complaints and MRBIV recovery

The Ritz-Carlton, Beijing

The Ritz-Carlton management training program in Rooms Division