Emily Ng
Happy Valley
Summary
Dynamic professional dedicated to fostering teamwork and enhancing operational efficiency, with a proven track record of inspiring and developing high-performing teams. Highly skilled in navigating dynamic environments and tackling complex challenges, consistently driving results through innovative problem-solving.
Overview
5
5
years of professional experience
4
4
Languages
Work History
Senior Guest Relation Executive
The Hong Kong Jockey Club
09.2024 - Current
- Communication: Maintain effective communication to keep all parties informed about issues, queries, and VIP guest requests.
- Guest Relations: Proactively engage in guest relations, anticipating opportunities to enhance experiences.
- Standards Compliance: Adhere to work ethics, etiquette, and grooming as per Club standards.
- Maintenance: Oversee the upkeep of equipment, furniture, and reception areas; initiate requisitions when necessary.
- Guest Profiles: Regularly update and maintain guest profiles.
- System Mastery: Become proficient in MCRM and related booking systems to ensure smooth inter-departmental communication.
- Assist in Company Campaigns and Special Events: Support the planning and execution of promotional activities and events to enhance brand visibility and engagement.
- Maintain Private Room Cleanliness and Neatness: Ensure that the private room is well-organized and visually appealing, reflecting the company’s standards.
- Provide General Administrative Support: Offer assistance with daily administrative tasks to facilitate smooth operations within the organization.
- Perform Other Ad Hoc Duties as Assigned: Undertake additional responsibilities as needed to support team objectives and business needs.
Central Reservation Supervisor
Pirata Group Managment Limited
06.2024 - 09.2024
- Ensured Compliance with Privacy Regulations: Rigorously upheld all applicable privacy regulations while managing sensitive guest information during the reservation process, safeguarding client confidentiality.
- Developed Comprehensive Training Materials: Designed and implemented training resources aimed at accelerating the onboarding process for new hires, ensuring a thorough understanding of company policies and procedures.
- Conducted In-Depth Analysis of Reservation Trends: Performed detailed analyses of reservation data to identify trends, providing strategic recommendations that inform decision-making and enhance operational efficiency.
- Enhanced Operational Efficiency: Established and standardized procedures for frequently encountered reservation scenarios, optimizing daily workflows and improving staff productivity.
Team Leader (Opening Team)
Carlyle & Co , Rosewood Hotel
04.2021 - 04.2024
- Ensured Compliance with Privacy Regulations: Maintained strict adherence to relevant privacy regulations in managing sensitive guest information throughout the reservation process, ensuring the utmost confidentiality and trust.
- Developed Comprehensive Training Materials: Created and implemented detailed training resources to facilitate the onboarding process for new hires, promoting a thorough understanding of company policies and operational procedures.
- Conducted In-Depth Analysis of Member's Trends: Analyzed member data to identify key trends, delivering strategic insights that support informed decision-making and enhance overall operational effectiveness.
- Enhanced Operational Efficiency: Standardized procedures, streamlining daily operations and significantly improving staff efficiency and service delivery.
- Create Exceptional Dining Experiences: Deliver memorable dining experiences for members by ensuring excellence in every aspect of food and beverage service.
- Collaborate with the Food & Beverage Service Team: Work closely with the Food & Beverage Service Team to maintain Carlyle & Co.'s high standards of quality, encompassing both culinary offerings and associate interactions.
- Engage with Members for Constructive Feedback: Proactively engage with members to solicit feedback and cultivate positive relationships, reinforcing a commitment to outstanding service.
- Assist the Restaurant Manager in Operational Excellence: Support the Restaurant Manager in managing daily operations while consistently performing at peak efficiency and productivity levels.
Education
Bachelor of Arts - Restaurant Management
IMI International Institute Luzern
10.2017
Skills
- Teamwork
- Staff Training
- Leadership
- Adaptability
- Time Management
- Interpersonal Skills
- Attention to Detail
- Problem-Solving
- Communication
- Executive Support
- Operations Management
Timeline
Senior Guest Relation Executive
The Hong Kong Jockey Club
09.2024 - Current
Central Reservation Supervisor
Pirata Group Managment Limited
06.2024 - 09.2024
Team Leader (Opening Team)
Carlyle & Co , Rosewood Hotel
04.2021 - 04.2024
Bachelor of Arts - Restaurant Management
IMI International Institute Luzern