Roger Lok Wai Ho
Flat B, 9/F, Kweiyang House, Tsuen Wan Centre,
Summary
Professional with robust experience in hospitality management, prepared for this role. Proven track record in optimizing front office operations, enhancing guest satisfaction, and streamlining processes. Strong focus on team collaboration and achieving results. Skilled in staff training, conflict resolution, and multitasking with flexible approach to changing needs. Reliable and efficient, ensuring smooth daily operations.
Overview
21
21
years of professional experience
Work History
Front Office Manager
Silka Tsuen Wan, Hong Kong
08.2019 - Current
- Assist the Resident Manager in establishing department organization, manning and productivity, ensuring a smooth operation based on forecasted occupancy.
- Monitors the front office and all front office personnel to ensure guests receive prompt, cordial attention and personal recognition.
- Manage all aspects of the front office to ensure the highest standard of guest service is extended to all the guests.
- Proactively monitor cost and expense control and procedures to achieve highest possible profitability.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Establish, implement and review operating procedures and standards.
- Maintains working relationships and communicates with all departments.
- Maximize room revenue and occupancy by reviewing status daily.
- Resolved guest complaints, maintaining positive relationships with customers for future business opportunities.
- Perform other duties as requested by management.
Site Manager (Community Isolation Facility)
Penny’s Bay (PB)
07.2022 - 09.2022
- Establish, implement and review operating procedures and standards with government departments, such as Hosiptal Authority, Fire Services Department, Hong Kong Police Force, Civil Aid Service & Auxiliary Medical Service etc.
- Maintains working relationships and communicates with government departments.
- Arrange daily meals & discharge transportation coach for confinee
Site Manager (Quarantine Centre)
Lei Yue Mun Park (LYMP)
01.2022 - 05.2022
- Establish, implement and review operating procedures and standards with government departments, such as Department Of Health, Fire Services Department, Hong Kong Police Force, Civil Aid Service & Auxiliary Medical Service etc.
- Maintains working relationships and communicates with government departments.
- Arrange daily meals & discharge transportation coach for confinee.
Assistant Front Office Manager
Silka Tsuen Wan, Hong Kong
06.2016 - 08.2019
- Reporting to Front Office Manager and performing any other job-related duties as assigned.
- Monitors the front office and all front office personnel to ensure guests receive prompt, cordial attention and personal recognition.
- Manage all aspects of the front office to ensure the highest standard of guest service is extended to all the guests.
- Resolved guest complaints, maintaining positive relationships with customers for future business opportunities.
- Maintains working relationships and communicates with all departments.
- Maximize room revenue and occupancy by reviewing status daily.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
Guest Services Manager
Dorsett Tsuen Wan, Hong Kong
03.2014 - 03.2016
- Oversee and direct all aspects of the Hotel operation under the general direction of Front Office Manager.
- Handling guest complaint and emergency incident in accordance with Hotel policies and procedures
- Co-operates, co-ordinates and communicates with all department heads as required to ensure the smooth running of daily Hotel operation.
- To maintain comfort and efficient to Hotel guests.
- Supervised a team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards.
- Maintaining a high level of customer service and ensure guest satisfaction
Fruit packer and picker
& Farms in Mildura (Australia)
11.2013 - 03.2014
- Ensured customer satisfaction by carefully inspecting all packed fruits for quality control purposes.
- Enhanced packing efficiency by streamlining fruit selection and sorting processes.
Ride Attendant
Joyland Amusements Pty Ltd (Melbourne Royal Show)
09.2013 - 11.2013
- Promoted a positive atmosphere throughout the park by engaging with guests, answering questions, and delivering exceptional customer service.
- Provided exceptional guest experiences through attentive service and quick response to any issues or concerns.
Duty Manager
Rosedale On The Park, Hong Kong
07.2012 - 09.2013
- Oversee and direct all aspects of the Hotel operation under the general direction of Front Office Manager.
- Handling guest complaint and emergency incident in accordance with Hotel policies and procedures
- Co-operates, co-ordinates and communicates with all department heads as required to ensure the smooth running of daily Hotel operation.
- To maintain comfort and efficient to Hotel guests.
- Supervised a team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards.
- Maintaining a high level of customer service and ensure guest satisfaction
Guest Services Manager
Silka West Kowloon Hotel
01.2010 - 07.2012
- Oversee and direct all aspects of the Hotel operation under the general direction of Front Office Manager.
- Handling guest complaint and emergency incident in accordance with Hotel policies and procedures
- Co-operates, co-ordinates and communicates with all department heads as required to ensure the smooth running of daily Hotel operation.
- To maintain comfort and efficient to Hotel guests.
- Supervised a team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards.
Reception Supervisor
Silka West Kowloon Hotel
10.2007 - 01.2010
- Oversee and direct all aspects of the hotel operation under the general direction of the assistant manager
- To supervise front office personnel.
- Interacts with guest and hotel personnel.
- Co-operates, co-ordinates and communicates with other departments as required.
Senior Receptionist
Silka West Kowloon Hotel
08.2006 - 10.2007
- To ensure the best service is offer at all times, with maximum efficiency and of the highest standards.
- Develop and maintain good relations with Hotel guests.
- Reports directly and communicates with the Reception Supervisor.
Receptionist
Silka West Kowloon Hotel
11.2004 - 08.2006
- To possess a thorough knowledge of Front Desk and Cashiering polices and procedures.
- To maintain good working relationships with colleagues and all other departments.
- To handle individual FIT guest and group check in according to standard procedures.
Bell Attendant
Dorsett Seaview Hotel
08.2004 - 11.2004
Baggage Porter
Mandarin Oriental, Hong Kong
05.2004 - 08.2004
Education
F.7 -
Maryknoll Technical College
01.2004
F.5 - undefined
Tang King Po School
01.2002
Skills
- Opera Cloud PMS, Opera PMS, Fidelio PMS
- MS Word, Excel, PowerPoint
- Driving Licence
- First Aid Certificate
- Customer service
- Effective multitasking
Languages
Fluent English, Mandarin and Cantonese
Additional Information
Reference
Available upon request
Availability
One month notice
Timeline
Site Manager (Community Isolation Facility)
Penny’s Bay (PB)
07.2022 - 09.2022
Site Manager (Quarantine Centre)
Lei Yue Mun Park (LYMP)
01.2022 - 05.2022
Front Office Manager
Silka Tsuen Wan, Hong Kong
08.2019 - Current
Assistant Front Office Manager
Silka Tsuen Wan, Hong Kong
06.2016 - 08.2019
Guest Services Manager
Dorsett Tsuen Wan, Hong Kong
03.2014 - 03.2016
Fruit packer and picker
& Farms in Mildura (Australia)
11.2013 - 03.2014
Ride Attendant
Joyland Amusements Pty Ltd (Melbourne Royal Show)
09.2013 - 11.2013
Duty Manager
Rosedale On The Park, Hong Kong
07.2012 - 09.2013
Guest Services Manager
Silka West Kowloon Hotel
01.2010 - 07.2012
Reception Supervisor
Silka West Kowloon Hotel
10.2007 - 01.2010
Senior Receptionist
Silka West Kowloon Hotel
08.2006 - 10.2007
Receptionist
Silka West Kowloon Hotel
11.2004 - 08.2006
Bell Attendant
Dorsett Seaview Hotel
08.2004 - 11.2004
Baggage Porter
Mandarin Oriental, Hong Kong
05.2004 - 08.2004
F.5 - undefined
Tang King Po School
F.7 -
Maryknoll Technical College
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