Roy Ng
Hospitality & Rooms Management
Hong Kong
Summary
Creative and versatile Hospitality Manager with over 10 years of solid experience. Seeking a challenging opportunity to fully deliver hospitality excellence. Proven history of strong bonds with key stakeholders, leading to significant improvement in guest relations and to boost revenue with CAGR 12.7%.
Overview
15
15
years of professional experience
10
10
years of post-secondary education
2
2
Certifications
Work History
Front Office Manager
Courtyard by Marriott Hong Kong Sha Tin
8 2022 - Current
- Exceeded rooms GOP K goal; 2 green and 1 clear in BSA since 2023
- Led team to earn the award in reaching enrolment target 2024 Q2
- Directed department to digital transformation (tokenization, E signature, GXP usage)
- Reached K goal in 5 out of 7 aspects in Balance Score Card of 2023
- Oversee the daily operation of Guest Service, Front Desk, Concierge, At-Your-Service team and Executive Lounge
Front Office Manager
Hotel Alexandra
08.2021 - 08.2022
- Managed rooms operation from pre-opening to grand opening, with preparation of all in-room & office equipment, system setup plus actual operation
- Built the whole department from ground zero with active participation in rooms matrix setup, manning to business forecast
- Assisted General Manager to liaise with Corporate Project+Design team in regards to the enhancement work of hotel signage, public area and in-room rectification work pre & post opening
- Worked closely with Executive Housekeeper & Chief Engineer in rooms operation including quality & cost control, and examine synergies for higher guest satisfaction
Senior Guest Services Manager
Hotel Alexandra (Pre-opening)
11.2019 - 10.2020
- Represented senior management to facilitate with construction team & property team for building inspection
- Managed to meet and solve tight time-budgeting of pre-opening critical path and auditing requirement
- Liaised with different departments to setup departmental framework including operation guidelines, guest relation strategy and reports building
- Setup performance standard and responsible for new joining members' training
Assistant Front Office Manager
Hotel Lisboa
11.2016 - 03.2019
- Initiated strategy to revitalise the upsell program, creating extra 6M revenue in 2018
- Achieved 12.7% CAGR in rooms revenue
- Broke both Front Desk and Concierge team records of positive guest feedback received by 600%
- Assisted to set & modify annual CapEX and rooms budget revenue
- Re-established VIP program and amenities agenda to retain returned guests, initiated reports for regular guests profile & preference
- Led the formation of guest relations team
Duty Manager
Grand Lisboa Hotel
05.2013 - 10.2016
- Proficient in dealing with guest issues and complaints as well as to liaise with other hotel departments
- Oversaw hotel overall operations during absence of senior management
- Administered Security Department scheduling, coaching and observing 6 team leaders to hold them accountable
- Coordinated with departments for gala events and VIP stay
- Comprehended in dealing with ad-hoc tasks and investigation
Senior Accounts Manager (PR/IR)
Wonderful Sky Financial Group
07.2011 - 04.2013
- Led one of the IPOs to rank number 1 of over-subscription in 2012
- Assisted clients to secure positive and close relationship with media and investors
- Accomplished in multiple mega events planning, roadshow, hotels arrangement to transportation and banquets
- Adept in preparing press release and presentation materials for clients' IPO/ interim/ annual results
- Experienced in managing media crisis for clients
Guest Relations Officer
Executive Club, Four Seasons Hotel
07.2010 - 05.2011
- Responsible to take care of all VIPs of hotel
- Maintained excellent environment in lounge & business centre by providing exceptional butler service
- Initiated efficient check-in and check-out procedures with customised concierge service
- Affluent to handle all business meetings and conferences
Waiter
Caprice*** - Four Seasons Hotel
08.2009 - 07.2010
- Achieved the first 3 Michelin stars French restaurant in Hong Kong
- Ensured guests were served in the most professional manner
- Consolidated extensive knowledge in terms of food and wine.
Education
Bachelor of Arts - Hospitality Management
University Of Derby -Swiss Hotel Management School
Montreux And Leysin 09.2006 - 06.2009
High School Diploma -
King's College
Hong Kong 09.1999 - 07.2006
Skills
- Microsoft Office
PMS - Opera, Oasis, Microwin
VIsionline - Key card system
Leadership - (managed 60team to generate 100% in upsell y-o-y)
Accounting Analysis (revenue management)
Casual Labour Management System
Certification
Wine & Spirit Education Trust - Level 3 (Merit)
Languages
Cantonese
Excellent
English
Excellent
Mandarin
Excellent
French
Very Good
Taiwanese
Very Good
Affiliations
- Chevalier, Chaîne des Rôtisseurs - Bailliage National de Macau, 2018 to Current
Timeline
Front Office Manager
Hotel Alexandra
08.2021 - 08.2022
IELTS Academic - overall band score 7.5
04-2021
Senior Guest Services Manager
Hotel Alexandra (Pre-opening)
11.2019 - 10.2020
Assistant Front Office Manager
Hotel Lisboa
11.2016 - 03.2019
Wine & Spirit Education Trust - Level 3 (Merit)
10-2016
Duty Manager
Grand Lisboa Hotel
05.2013 - 10.2016
Senior Accounts Manager (PR/IR)
Wonderful Sky Financial Group
07.2011 - 04.2013
Guest Relations Officer
Executive Club, Four Seasons Hotel
07.2010 - 05.2011
Waiter
Caprice*** - Four Seasons Hotel
08.2009 - 07.2010
Bachelor of Arts - Hospitality Management
University Of Derby -Swiss Hotel Management School
09.2006 - 06.2009
High School Diploma -
King's College
09.1999 - 07.2006
Front Office Manager
Courtyard by Marriott Hong Kong Sha Tin
8 2022 - Current
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