Summary
Organized and dependable candidate, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. My career goal is to make a difference among other brand management, aligning with the current generation trend but maintaining the class and high quality of service traditions. Whereas I can maximize my multilayer of leadership skills, quality assurance, program development and contributing a successful record in the Hotel and Hospitality Industry.
Overview
18
18
years of professional experience
Work history
Guest Recognition and Loyalty Manager
The Ritz Carlton Macau
08.2021 - Current
- In charge of Guest Recognition Team and Loyalty
- Meet & Greet of High Tier Marriott Bonvoy Members including Ambassador Elites
- Driving Hotel's Loyalty Metrics ( ITR, Enrollment, Elite Appreciation and Contactless Journey )
- Preparing and reviewing Loyalty Reports
- In charge of Budget and Forecast for Front Office
- Rooms Inspection for VIP and Elite Guest
- Property Champion for Marriott Bonvoy and The Ritz Kids Program
- In charge of bi weekly meetings of Hotel's Loyalty Performance
- To elevate guest experience and drive engagement for Front Office
Asst. Guest Recognition Manager
The Ritz Carlton Macau
02.2019 - 07.2021
- Overseeing Guest Recognition Team
- In charge of creating amenity for FIT & VIP guest
- Monitoring Arrivals and Departure of FIT & VIP guest
- Sending pre arrival emails and following up any request and of VIP guest prior to arrival
- Ensure FIT & VIP Rooms were ready and amenities are being set up in the Rooms
- Monitoring the controllable cost for Front Office Operations, aligning with budget & forecast
- Train & develop the GR Department to continuously create positive guest experience and memorable touch
- Responsible for Ritz Kids Program & Hotel's Scenography Ideas
Housekeeping Asst. Manager
The Ritz Carlton Macau
12.2017 - 01.2019
- Oversee Housekeeping operations
- Evaluate Guest satisfaction levels and monitor trends with a focus on continuous improvement
- Assist to operate within departmental budgets through effective stock and cost controls and well managed schedules
- Set departmental targets and objectives, work schedules, budgets, and policies and procedures
- Assist to inspect regularly, all fixtures, fittings, and appliances to ensure compliance to standards and take action as necessary to conform to standard
- Coordinate with Director of Housekeeping to maintain good communication and work relationships in all hotel areas and with external customers and suppliers
- Ensure staffing levels cover business demands
- Manage staff performance issues in compliance with company policies and procedures
- Recruit, manage, ongoing trainings and to develop the Housekeeping Team
- Monitor the appearance, standards and performance of the Housekeeping Team with an emphasis on training and teamwork
- Regular inspection of VIP Rooms & a spot check for fit/gaming rooms
- Assist other departments wherever necessary
Assistant Ritz Club Manager
The Ritz Carlton Macau, Club Lounge
03.2015 - 12.2017
- Ensuring the consistency of high quality level of Service at the Club Lounge
- In charge of maintaining the Club Lounge on top rank among The Ritz Carlton Hotels Asia Pacific
- Monitoring Arrivals and Departure of Club Guest
- Sending Pre arrival Emails and following up any request and of Club guest before Arrival in the Hotel
- Ensure Club Rooms were ready and amenities are being set up in the Rooms
- Coordinating with Culinary department regarding Food and Beverage cost of Club Lounge and In room Amenities
- Daily Monthly reports of Club Covers breakdown to Gaming guest, Non-gaming Guest
- Responsible on making proper Weekly Covers Forecast for Culinary and Operations
- Scheduling Staff accordingly base on Forecast and Occupancy
- Budgeting & monitoring Club Profit & Loss
Guest Relations Officer
Altira Macau
04.2007 - 03.2015
- 38 Lounge (Ubber Lounge)
- During April 2007-July 2009, I was assigned first to Ying Chinese Restaurant then transferred to 38 Lounge
F&B Gaming Assistant
Sofitel Philippine Plaza
Roxas
03.2006 - 03.2007
Receptionist
Ratsky Bar and Restaurant
Malate
Manila
03.2005 - 04.2006
Education
Certified International Bartender Association in Macau. IBA/MORS Certified (Bronze Pin)High- Scored Service Recognition in Forbes Travel Guide (Altira -
2011
WSET Foundation Level 1 Certified. MORS Train the Trainer Certified Training and Development - undefined
International Bartender's Association (IBA) Training Course, IFT Macau Train the Trainer Program -
Suggestive Selling
Work of a Flight Attendant and Passenger Handling
Managing Natural and Cultural Attractions or Sustainable Eco Tourism
The Principles of Tour Guiding
Bachelor of Science - Tourism
Skills
- VIP customer engagement
- Customer service training
- Hospitality leadership
- Opera PMS
- Front office operations
- Brand management
- Guest needs anticipation
Languages
English
Fluent
Chinese (Cantonese)
Elementary
Chinese (Mandarin)
Beginner
Timeline
Guest Recognition and Loyalty Manager - The Ritz Carlton Macau
08.2021 - Current
Asst. Guest Recognition Manager - The Ritz Carlton Macau
02.2019 - 07.2021
Housekeeping Asst. Manager - The Ritz Carlton Macau
12.2017 - 01.2019
Assistant Ritz Club Manager - The Ritz Carlton Macau, Club Lounge
03.2015 - 12.2017
Guest Relations Officer - Altira Macau
04.2007 - 03.2015
F&B Gaming Assistant - Sofitel Philippine Plaza
03.2006 - 03.2007
Receptionist - Ratsky Bar and Restaurant
Malate
03.2005 - 04.2006
- Certified International Bartender Association in Macau. IBA/MORS Certified (Bronze Pin)High- Scored Service Recognition in Forbes Travel Guide (Altira,
- WSET Foundation Level 1 Certified.
MORS Train the Trainer Certified
Training and Development,
- International Bartender's Association (IBA) Training Course, IFT Macau
Train the Trainer Program,
Lyceum of the Philippines University - Bachelor of Science, Tourism
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