So Kwok Kin Henry
Experienced Hotelier
Hong Kong, SAR
Summary
Dynamic hotel management professional with over 25 years of experience in guest satisfaction, operational optimization, and team leadership.
As Front Office Manager at Novotel Century Hong Kong, overseeing front office operations, including concierge and guest relations, while collaborating with housekeeping and food & beverage departments to ensure exceptional guest experiences.
Played a pivotal role in the pre-opening of Holiday Inn Express Hong Kong Kowloon CBD2, driving KPI targets and ensuring member and guest satisfaction. Holds a Higher Diploma in Hotel, Catering, and Tourism Management from Hong Kong Polytechnic University and a Bachelor of Business Studies from University College Dublin, characterized by an energetic, knowledgeable, and confident approach to hospitality management.
Overview
26
26
years of professional experience
4
4
Certifications
1
1
Language
Work History
Hostel Service Manager
Caritas Hostel
Central, Mid Level
09.2025 - Current
- Delivered exceptional service to hostel residents by addressing diverse needs promptly. Managed administrative tasks, including debit notes and service agreements. Supervised hostel staff and external contractors to uphold maintenance standards. Promoted hostel services through targeted sales initiatives and outreach strategies. Conducted operational assessments through regular visits to hostels in various districts. Ensured compliance with service agreements while maintaining high-quality resident experiences. Streamlined communication between residents and management to enhance satisfaction. Implemented feedback mechanisms to refine service offerings based on resident input.
Front Office Manager
Novotel Century Hong Kong
Wanchai, Hong Kong
08.2023 - 05.2025
- Support director of rooms and coordinate efforts with front desk, concierge, premier club floor operator, security, and various departments to maintain superior guest care.
Front Office Manager
Holiday Inn Express CBD2
Kwun Tong, Hong Kong
08.2017 - 08.2023
- Organized training programs and procured materials for hotel pre-opening. Conducted familiarization sessions and task force initiatives at other IHG properties. Assisted director of operations to enhance cross-departmental coordination. Ensured attentive guest service through effective collaboration with various departments.
Assistant Manager / Sr. Assistant Manager
The Langham HK
Tsimshatsui, Hong Kong
07.2011 - 08.2017
- Streamlined daily operations for executive assistant manager to boost efficiency. Collaborated with departments to ensure seamless service delivery across functions. Resolved guest complaints promptly to enhance overall customer satisfaction. Assisted with reception operations to maintain smooth workflow and effective communication.
Guest Services Manager
Hotel LKF By Rhombus
Central, Hong Kong
01.2010 - 07.2011
- Streamlined daily operations as assistant to front office manager, increasing efficiency. Trained junior staff to elevate team performance and service quality. Coordinated with multiple departments to ensure timely service delivery. Developed effective solutions to address operational challenges.
Service Leader Business Center
Island Shangri-la Hotel
Admiralty, Hong Kong
08.2006 - 12.2009
- Supported service manager in daily business center operations. Conducted site inspections to ensure meeting room readiness. Coordinated meeting room reservations to optimize space utilization.
Assistant Manager
Lan Kwai Fong Hotel
Central, Hong Kong
01.2006 - 08.2006
- Primary responsibilities assisted front office manager with reception counter, concierge desk, and lounge area.
Sales Executive
Harbor Plaza North Point
Quarry Bay, Hong Kong
02.2004 - 01.2006
- Facilitated guest inquiries and provided comprehensive room and facility tours. Assisted sales department in executing marketing initiatives and supporting sales activities. Prepared license agreements ensuring compliance and accuracy. Aided reception in managing daily operational tasks to maintain efficiency.
Guest Services Officer & Sr. Guest Services Officer
Harbor Plaza North Point
Quarry Bay, Hong Kong
06.2000 - 01.2004
- Main duties include assisting guests with check-in and check-out, handling guest inquiries, and mentoring new colleagues.
Education
BBA - Marketing
National University of Ireland
Dublin 04.2001 -
High School Diploma -
Hong Kong Polytechnics University
Hung Hom, Hong Kong 04.2001 -
Certificate of Front Office And Housekeeping - Front Office & Housekeeping Course
Vocational Training Council Pok Fu Lam
Southern 04.2001 -
Skills
Front office & cashiering operations
Guest relations & member management
Budgeting and financial management
Security and loss prevention
Concierge and transportation recommendation
Hostel and student dormitory
Opera PMS system Oasis PMS system Stay please
Microsoft office
Certification
Certificate of Basic Food Hygiene Manager – Hong Kong Productivity Council, 2019
Interests
Playing Tennis, Basketball, Cycling and Hiking
Timeline
Hostel Service Manager
Caritas Hostel
09.2025 - Current
Front Office Manager
Novotel Century Hong Kong
08.2023 - 05.2025
Front Office Manager
Holiday Inn Express CBD2
08.2017 - 08.2023
Assistant Manager / Sr. Assistant Manager
The Langham HK
07.2011 - 08.2017
Guest Services Manager
Hotel LKF By Rhombus
01.2010 - 07.2011
Service Leader Business Center
Island Shangri-la Hotel
08.2006 - 12.2009
Assistant Manager
Lan Kwai Fong Hotel
01.2006 - 08.2006
Sales Executive
Harbor Plaza North Point
02.2004 - 01.2006
BBA - Marketing
National University of Ireland
04.2001 -
High School Diploma -
Hong Kong Polytechnics University
04.2001 -
Certificate of Front Office And Housekeeping - Front Office & Housekeeping Course
Vocational Training Council Pok Fu Lam
04.2001 -
Guest Services Officer & Sr. Guest Services Officer
Harbor Plaza North Point
06.2000 - 01.2004
Service Awards
Shining Star of the Year 2003 – Harbor Plaza North Point
Expected Monthly Salary
Negotiable.
Availability
1 month notice
Hiking, cycling, play tennis and basketball
I will exercise when having spare time, as I do feel refreshing and release my stress.