Stephanie Po Ka Yan
Summary
Dynamic professional with extensive experience in the hospitality and luxury retail sectors, showcasing exceptional adaptability and a strong commitment to teamwork. Expertise in event coordination and a proven track record of enhancing customer satisfaction demonstrate the ability to excel in high-pressure environments. Passionate about fostering collaboration and cultivating a positive team dynamic, consistently driving outstanding service delivery. Proven skills in creating memorable experiences that exceed client expectations.
Overview
15
15
years of professional experience
7
7
Certifications
2
2
Languages
Work History
Hostess Supervisor (Michelin 1 Star)
AMI
05.2025 - Current
- Assist the Restaurant Manager in managing the restaurant and leading the team
- Provide training and coaching the dining team to provide superior service to the guests
- Ensure that all dining staff are informed of the restaurant’s policies, procedures and are knowledgeable about daily specials and menu items
- Maintain and develop positive rapport between guests
Boutique Service Host
CHANEL
09.2023 - 04.2024
- Always facilitate in the seamless client experience by warmly greeting and welcoming clients upon arrival
- First point of contact for all clients visiting the boutique to understand client profiles, needs and requests (e.g., related to product, CHANEL & Moi, Exchange, OAB registration etc.) and connecting to the appropriate Fashion Advisor.
- Develop excellent CHANEL operation knowledge, which enables you to pass information to clients, including after-sales, exchange policy and customer service.
- Handling of RSVP to support in-boutique events and daily appointments.
- Assist other members of the boutique to maximise client-facing time and support all areas of the boutique a needed.
The Eighth - Guest Relations Executive
Hong Kong Jockey Club
10.2022 - 06.2023
- Ensure operation excellence of the floor by
- Maintaining effective communication to ensure that all related parties are informed of any relevant issues/queries/VIP guest requests that have arisen
- Maintaining and renewing guest profiles on a regular basis
- Administering booking system, and ensuring smooth communication with all the department
- Handle all guest interactions and bookings in accordance with compliance / SOP requirements and service standards.
- Assist in the preparation of operation reports as needed.
- Coach new staff and trainees to maintain established service standards, to achieve continuous improvement and to help colleagues align with the Club’s culture.
- Promote facilities and services to Members, collecting relevant comments to pass to their related teams for follow-up and future planning.
- Perform any other related duties as and when assigned by supervisor.
- Creating experiences via unique products or services such that Members and guests recognise that our offerings are worth recommending to their peers.
Asaya Kitchen- Captain (Head Hostess)
Rosewood Hong Kong
10.2020 - 10.2022
Amber (Michelin 3 star) & SOMM Hostess
Landmark Mandarin Oriental
06.2019 - 10.2020
- Greet and escort restaurant guests in a professional manner
- Project a friendly and professional image and ensure leaving a positive first impression with Customer
- Receive incoming calls with courtesy, display confidence when communicating with callers, and attend to their enquiries efficiently and accurately
Supervisor, Guest relation Supervisor
The Murray Hong Kong
09.2018 - 06.2019
- Completes operations by developing schedules resolving operations problems
- Provides quality service by enforcing quality and customer service standards
- Maintains professional and technical knowledge by attending educational workshops
- Contributes to team effort by accomplishing related results as needed
- Daily inspection of restaurant and readiness (aisle set-up, dining room set-up) according to standards.
- Maintain smooth and efficient operation of the designated section(s) at the restaurant and/or bar area
- Understand the strengths and weaknesses of team members and motivate and provide coaching for team members accordingly
- Provide support to Restaurant Manager in ensuring the proper operation of the outlet & administrative duties.
Server (Ozone Bar), Hostess (Tosca-Michelin 1 star)
Ritz Carlton HK
01.2017 - 04.2018
- Take reservation and assign table according to hotel standard.
- Collect and gather information from guests in relation to product and service quality for future improvement
- Update the guest history for future reference, Assist in the ticket selling for special events.
- Deliver quality customer services to guest
- Provide support to Restaurant Manager in ensuring the proper operation of the outlet, i.e. inventory level, bunch set up and cashiering, administrative duties
- Obtain customer feedback during operation to ensure guest satisfaction
Passenger Service Officer
Hong Kong Airport Service Ltd
03.2016 - 12.2016
Customer Service Officer
Hong Kong Aviation Ground Services Limited
03.2015 - 09.2016
- Gained knowledge of check in system
- Provide efficient and courteous check-in services to passengers in order to achieve on time flight departure
- Handle passengers at boarding and arrival gates efficiently
- Participate in reviewing contracts with customers
- Present business reports for updating management of the working progress in Business Development
- Organize marketing activities for business development and promotion
Captain
New World Millennium Hotel
10.2014 - 03.2015
- In charge lobby lounge operation e.g. selling product, assistant to outlet
- Provide excellent customer service to our guests in accordance to hotel standards
- Assist to ensure a smooth operation and achieve a high level of customer service within the restaurant
- Achieve high level of customer satisfactions by serving guests and maintaining the delighted dining environment
Waitress (Lobby Lounge), Hostess (Shang Palace Michelin 2 star)
Kowloon Shangri-La Hotel
08.2010 - 09.2014
- In charge lobby lounge operation, e.g.: selling product, assistant to outlet
- In-charge of training junior waitress and trainees on service sequence
- Complete in-charge of Glassware, Chinaware and Silverware to ensure optimum par stock
- Acquired knowledge of Wines, spirits and developed Skills-Gained knowledge of ordering software like Moreton bay
- Greet guests and patrons personally
- Offer appropriate seating arrangements
- Make reservation arrangements
- Manage event related work, i.e. maintaining both exterior and interior of the restaurant
Education
BSc (Hons) - International Tourism and Hospitality Management
University of Sunderland
01.2020
Advanced Diploma - Hospitality Management
HKU School of Professional and Continuing Education
01.2016
Professional Diploma - Flight Service
Institute of Advanced Learning
01.2014
Functional English-Speaking Course
Kowloon Shangri-La, Hong Kong
01.2013
Hong Kong Certificate of Education Examination (HKCEE) - undefined
Chan Shu Kui Memorial School
01.2009
Skills
Familiar with Microsoft Office Suite and Adobe InDesign
Customer engagement
Adept at prioritizing tasks simultaneously
Effective issue management
Client relationship management
Professional phone communication
Certification
2018 Jan - 2018 Michelin one star - Michelin Guide
References
Kenneth, Ng, Lecturer, kennethng111@gmail.com, Macau University
Availability
One month's notice
Timeline
Hostess Supervisor (Michelin 1 Star)
AMI
05.2025 - Current
Boutique Service Host
CHANEL
09.2023 - 04.2024
The Eighth - Guest Relations Executive
Hong Kong Jockey Club
10.2022 - 06.2023
Asaya Kitchen- Captain (Head Hostess)
Rosewood Hong Kong
10.2020 - 10.2022
Amber (Michelin 3 star) & SOMM Hostess
Landmark Mandarin Oriental
06.2019 - 10.2020
Supervisor, Guest relation Supervisor
The Murray Hong Kong
09.2018 - 06.2019
Server (Ozone Bar), Hostess (Tosca-Michelin 1 star)
Ritz Carlton HK
01.2017 - 04.2018
Passenger Service Officer
Hong Kong Airport Service Ltd
03.2016 - 12.2016
Customer Service Officer
Hong Kong Aviation Ground Services Limited
03.2015 - 09.2016
Captain
New World Millennium Hotel
10.2014 - 03.2015
Waitress (Lobby Lounge), Hostess (Shang Palace Michelin 2 star)
Kowloon Shangri-La Hotel
08.2010 - 09.2014
Advanced Diploma - Hospitality Management
HKU School of Professional and Continuing Education
Professional Diploma - Flight Service
Institute of Advanced Learning
Functional English-Speaking Course
Kowloon Shangri-La, Hong Kong
Hong Kong Certificate of Education Examination (HKCEE) - undefined
Chan Shu Kui Memorial School
BSc (Hons) - International Tourism and Hospitality Management
University of Sunderland
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