Hei Yin Kung

- Assisted with managing the performance of the Guest Relations Associates to ensure the team delivers the highest quality of Rosewood brand service standards to consistently meet and exceed all guest and VIP expectations

- Conducted weekly trainings for the team to strengthen understanding on service standards, relevant skills and SOPs, as well as to share in-town happenings

- Meet & greet and bid farewell to VIPs, maintain positive relationships to foster loyalty and return business

- Took an active role in daily handovers, ensure relevant issues and updates are contributed and communicated to the team

- Conducted background search of guests prior to arrival to ensure guests’ recognition

- Prepared amenity program and the stay of special occasion and VIP guests

- Spearheaded projects with the management team to drive continuous innovation and improve overall guest satisfaction.

- Led administrative functions including rostering and training assignments.

- Conducted weekly art tours for in-house guests, explaining stories behind hotel art pieces

- Provided ultra-luxury customer service and strived to go the extra mile at all times by being intuitive, refined and engaging

- Fostered long-term relationships with regular guests to build customer and brand loyalty, in order to encourage business across outlets and room stays

- Be the lobby ambassador and served as the primary point of contact for VIPs, assisted with enquiries and reservations, liaised with different departments

- Inputted and maintained the accuracy of the database of Rosewood VIPs

- Arranged tailor-made amenities to create personalised experience for the guests

- Attached with Capella Culturists to perform Front Office and Butler duties by handling guests and creating tailored experiences

- Attached with Camp Rangers to assist with wellness and experience programs

- Attached with Housekeeping attendants and leaders to perform daily duties of Housekeeping team as well as supervision tasks

- Translated the hotel fact sheet and collateral from English to Chinese to support the Sales and Marketing Team to reach out to the Chinese market

- Assisted the Sales and Marketing team to communicate with travel agents from the Chinese market to support enquiries on reservations and resort details

- Provided warm welcome to the guests and created ongoing unique experiences during their stay

- Created wow experiences by attending to the guests’ needs and prepared personalized amenities by adding personal touches

- Provided the guests with the Whatever/Whenever service commitment

- Performed Wired duties to support guests’ needs on general administration functions

- Briefed the park visitors with the facility contents and safety regulations

- Performed queuing management and crowd control

- Ensured superior customer service by effectively addressing the needs of park guests