Ernest Cheung
15+ Years’ Experience In Hospitality Focused In Guest Services & Operation Management And Project Mangement
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 2 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements. Together with13 years of experience in 5-stars & luxury hotel; A strong team builder who lead by example; Adept at supporting team members to achieve professional goals; Review and delivery training to individual & team whenever necessary; Substantial operation management and opening experience within Rooms Division; Proven ability in coordinating different divisions to ensured effective performance and accurate action been taken when issue arises; People-oriented, sincere and dedicated to develop relationship with guests and increasing guest satisfaction at all time.
Productive and effective handles customer request. Ability to build up credibility with guest and helping hotel to build up long term relationship with every guests.
Overview
2025
2025
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Project Coordinator / Project Manager
Oracle Hospitality
05.2022 - Current
- Take the lead in assisting over 100+ hotels from local and international chains in transitioning their Property Management Systems.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Collaborated with stakeholders to define clear project goals, leading to consistent alignment with expectations throughout the process.
- Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
- Completed projects within tight deadlines, coordinating team efforts and prioritizing tasks effectively.
- Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
- Managed budgets effectively, ensuring resource allocation was optimized for maximum project success.
- Identified potential risks and developed mitigation strategies to minimize disruptions to project timelines.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
Director of Front Office
Harbour Grand Hong Kong
01.2022 - 05.2022
- Develop and oversee customer management system to ensure all guest feedback is promptly reviewed and attended to, to improve customer satisfaction, and to maintain compliance with service quality.
- Handle and coordinate hotel projects, and monitor major maintenance, improvement, and renovation programs.
- Overlooking Rooms Division to enhance overall service quality, fulfill guests' expectations, and perform regular review of SOPs to ensure that all group policies.
- Strategized with team on new processes and actively shared ideas, opinions and suggestions to improve environment and hotel experience.
- Collaborated closely with other department heads to ensure seamless coordination of guest services across all areas of the hotel.
- Conducted thorough employee evaluations, identifying opportunities for professional growth and development.
- Developed and maintained a high-performing team by providing regular coaching, feedback, and support.
- Increased guest satisfaction scores with proactive approach to addressing concerns and resolving issues promptly.
Front Office Manager
Harbour Grand Hong Kong
9 2017 - 12.2021
- To manage operations of the Front Office Department by ensuring product quality standards are met and that optimum service is provided to all hotel guests, according to the hotel's business objectives.
- To perform the human resource function in ensuring staff selection, training, counseling, and recognition programs are adhered to in order to maximize performance standards and adhere to guest service standards, in order to maximize guest satisfaction.
- Drive department revenue included $4.5M of annual upselling revenue.
- Ensure maintaining customer satisfaction index over 95% and achieving ranking within top 60 on the TripAdvisor platform.
- Manage department's expenses and preparation of departmental annual budget.
- Monitor Front Office, and particularly Guest Relations personnel, to ensure priority members, known repeat guests, and other VIPs receive special attention and recognition.
- Maintain knowledge of credit policies and procedures and liaise closely with the Finance Department to ensure that credit procedures are properly carried out.
- Take lead with Housekeeping and Engineering department, and responsible for hotel maintenance and upgrade project.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Assistant Front Office Manager
Harbour Grand Hong Kong
01.2016 - 08.2017
- Assist in supervising activities of all section heads to maintain efficient Front Office operations and services.
- To ensure efficient and smooth operation of all sections in Front Office through effective management and leadership, delegation, and technical assistance.
- Responsible for training and coaching of associates.
- Act as Manager on Duty during the absence of Management or Department Heads to ensure smooth and orderly running of the Hotel.
- Resolve all guest complaints in a prompt and professional manner, and in accordance with established service recovery guidelines, to ensure guest satisfaction and return business.
Guest Services Manager
Harbour Grand Hong Kong
05.2014 - 12.2015
- Greeted and assisted any VIP guests or events.
- Handled guest complaints and offered necessary assistance.
- Take the lead of the Quick Response Team to handle any emergency or crisis within the hotel.
- Reviewed upcoming events and planned for expected challenges.
- Developed and implemented strategies to improve guest experiences and build loyalty.
Front Desk Manager
Harbour Grand Hong Kong
05.2012 - 04.2014
- To assist the Front Office Manager in directing and supervising activities of the Front Desk.
- To ensure efficient and smooth operation of the Front Desk and Business Center through effective management and leadership, delegation, and technical assistance.
- To ensure effective communication among all Front Office sections, as well as other departments.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information, and guest concerns.
Guest Services Supervisor
Harbour Grand Hong Kong
03.2011 - 02.2012
- Directly responsible for supervision of all Front Desk activities.
- To train and guide junior team members to ensure all guests receive prompt, efficient, and friendly service at the Front Desk and that daily room occupancy and revenue are maximized.
Guest Services Ambassador
Harbour Grand Hong Kong
06.2009 - 02.2011
- Responsible for providing courteous and efficient check-in and check-out to all hotel guests, according to established policies and procedures.
- Prepare and maintain records pertinent to guests' stay; maintain and control room status in order to maximize room occupancy and revenue, while optimizing guests' satisfaction.
- Streamlined check-in process for improved efficiency and reduced wait times.
Guest Services Officer
Harbour Plaza North Point
03.2008 - 05.2009
- Worked as part of a team, looked after customers' needs, and maintained an excellent relationship with customers.
- Maximized hotel revenue by upselling and cross-selling.
- Perform all duties, other than those above, as requested by the hotel, company policies, and/or the direct supervisor.
Education
Bachelor of Business - Hotel Management
Griffith University
Australia 01.2006 - 12.2007
Diploma of Hotel Management -
Queensland Institute of Business And Technology
Australia 01.2004 - 01.2006
Skills
Proficient in OPERA property management system
Well versed in MS Office (Word, Excel, PowerPoint )
Project Management
Problem-Solving
Time Management
Multi-operations Management
Customer Service
Detail Oriented
Cost Management
Additional Information
Availability : One month notice
Timeline
Project Coordinator / Project Manager
Oracle Hospitality
05.2022 - Current
Director of Front Office
Harbour Grand Hong Kong
01.2022 - 05.2022
Assistant Front Office Manager
Harbour Grand Hong Kong
01.2016 - 08.2017
Guest Services Manager
Harbour Grand Hong Kong
05.2014 - 12.2015
Front Desk Manager
Harbour Grand Hong Kong
05.2012 - 04.2014
Guest Services Supervisor
Harbour Grand Hong Kong
03.2011 - 02.2012
Guest Services Ambassador
Harbour Grand Hong Kong
06.2009 - 02.2011
Guest Services Officer
Harbour Plaza North Point
03.2008 - 05.2009
Bachelor of Business - Hotel Management
Griffith University
01.2006 - 12.2007
Diploma of Hotel Management -
Queensland Institute of Business And Technology
01.2004 - 01.2006
Front Office Manager
Harbour Grand Hong Kong
9 2017 - 12.2021
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