Law Wing Steven
Nova Grand, Tower 5, 22/F, Unit F
Summary
Dynamic and results-oriented hospitality professional with over a decade of experience in hotel operations and management. Proven expertise in delivering exceptional customer service and enhancing guest experiences, particularly in high-pressure environments. Skilled in team leadership, operational oversight, and strategic problem-solving, with a strong focus on achieving organizational goals. Adept at managing front desk operations, coordinating VIP services, and fostering a positive team culture. Committed to continuous improvement and excellence in service delivery, seeking to leverage my extensive background to contribute to a forward-thinking hotel management team.
Overview
15
15
years of professional experience
Work History
VIP Service Manager
Wynn Palace
09.2017 - Current
- Ensured smooth operations during high-profile events by managing logistics and staff assignments effectively.
- Boosted team efficiency by providing thorough training on hospitality standards and customer service techniques.
- Collaborated closely with sales teams to identify potential VIP clients and create customized service packages.
- Enhanced guest satisfaction by implementing personalized services and attending to VIP needs promptly.
Front Service Manager
Galaxy Macau - Broadway Hotel
07.2016 - 08.2017
- Streamlined front service operations for improved efficiency and guest experience.
- Managing bell, door, valet and carpark operations
- Collaborated with other hotel departments to resolve guest issues quickly and professionally, earning positive feedback from satisfied guests.
Front Desk Manager
The Royal Pacific Hotel and Towers
08.2014 - 06.2016
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
Duty Manager
The Royal Pacific Hotel and Towers
04.2013 - 08.2014
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
Front Desk Supervisor
Holiday Inn Express Kowloon East
08.2012 - 04.2013
Front Desk Supervisor
The Fairmont Royal York Elizabeth Milan Spa
- 05.2012
Front Desk Supervisor
St. Regis Hotel
03.2010 - 05.2011
Front Desk Agent
St. Regis Hotel
- 03.2010
Education
Diploma in Tourism and Travel -
Mohawk College of Applied Art And Technology
Hamilton Ontario06.2009
Skills
- Ability to implement high standards among the team
- Resourceful, well organized, highly dependable, efficient and service oriented
- Strong sense of urgency, quick reaction and attention to details
- Motivating and coaching teams to deliver excellent results
- Strong ability to drive service and sales
- Self-confident and ambitious with big personality
- Managing brand standards
Area Of Expertise
- People development
- Supervising
- Team building
- Problem solving
- Leadership skills
- Time management
- Decision making
- Service oriented
- Sale driven
Personal Information
Date of Birth: 07/10/87
References
Available upon request
Timeline
VIP Service Manager
Wynn Palace
09.2017 - Current
Front Service Manager
Galaxy Macau - Broadway Hotel
07.2016 - 08.2017
Front Desk Manager
The Royal Pacific Hotel and Towers
08.2014 - 06.2016
Duty Manager
The Royal Pacific Hotel and Towers
04.2013 - 08.2014
Front Desk Supervisor
Holiday Inn Express Kowloon East
08.2012 - 04.2013
Front Desk Supervisor
St. Regis Hotel
03.2010 - 05.2011
Front Desk Supervisor
The Fairmont Royal York Elizabeth Milan Spa
- 05.2012
Front Desk Agent
St. Regis Hotel
- 03.2010
Diploma in Tourism and Travel -
Mohawk College of Applied Art And Technology
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