JESSIE, King Sze HSU

K11 ARTUS is the epitome of a luxury residence with 5-star hotel services in Hong Kong. Relish an artisanal hotel & serviced apartment experience. Rank Top 20 out of 801 hotels in Hong Kong (registered on TripAdvisor).

• Monitored front office operations to ensure compliance with established policies and procedures.
• Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
• Coordinated with other departments to ensure smooth running of the entire hotel operation.
• Analyzed guest feedback surveys and developed action plans based on results.
• Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
• Coordinated with Director of Rooms and Revenue Manager to develop strategies to maximize revenue opportunities in the Front Office Department.
• Assisted with budgeting tasks by preparing forecasts and analyzing for operation costs.
• Scheduled and organized daily shift rotations for a team of up to 47 employees.

• Developed and implemented strategies to improve customer service.
• Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
• Supervised cash handling procedures, ensuring that all transactions were processed accurately.
• Ensured adherence to health and safety regulations throughout the premises.
• Maintained records of guest room bookings, cancellations, payments and other information.

Novotel Century Hong Kong is a convention and business hotel located close to the Hong Kong Convention and Exhibition Centre.

• Developed and implemented customer service policies and procedures for Guest Relations team.
• Facilitated guest feedback surveys to identify areas of improvement in customer service.
• Monitored daily operations of the Guest Relations team, ensuring customer satisfaction goals were met.
• Provided training and guidance to staff members in customer service standards and best practices.
• Managed cost control and daily operation of premier lounge (includes Food and Beverage)