Tell us a little more about yourself and your career to date?
I am a proactive sales and marketing professional with over 15 years experience with proven knowledge & skills in negotiation, account management, e-business, contracting, business development, relationship building, strategic planning and problem-solving.
I was a sales and marketing manager at Marriot International and Mandarin Oriental Hotel Group and am currently working in Hong Kong for Wing On Travel Service Limited, a subsidiary of Trip.com. My job is to grow, develop and manage global worldwide hotel partnerships in order to achieve my targets and KPIs, manage the B2C online platform and devise, and implement strategies that grow the Beds Network. Strength on analytical for better understanding of business and conversion drivers and optimise.
Can you give our members a little insight into the hotel industry in Hong Kong?
Health & well-being – In 2021 alone, the percentage of workers around the world that were permanently working remotely was expected to double. This means that hospitality venues are being used as make-shift offices for bleisure (business + leisure) travellers, as well as locals seeking a change of work environment. This is a great opportunity for hotels and F&B venues to capitalize on the trend and adapt their offering to meet the needs and wants of this emerging segment. So think about: ample plug sockets, free high-speed WIFI and great coffee. Those are all good starting points.
Digitalisation – Since 2020, customer-facing services are being given an overhaul thanks to the more widespread use of technology-assisted options, such as mobile check-in, contactless payments, voice control and biometrics. Consumers who have become accustomed to unlocking their smartphones and laptops using facial and fingerprint recognition will soon expect the same convenience in accessing their hotel rooms. Unfortunately for the establishments looking to welcome them, these upgrades may be costly to install and maintain.
Personalization – Today’s guests expect to be recognized and treated as individuals. So businesses are going the extra mile to personally greet them. Technological platforms such as CRM and CEM use big data to create one-to-one interactions between the guest and the host at scale. AI-powered chatbots have proven to be a customer service asset both during the booking process and in responding to recurring questions. Hotel operations more generally are increasingly shaped by the use of management systems to monitor and optimize revenues, customer relationships, property, channels and reputation. Things have definitely changed and will continue to do so.
As a new member, can you tell us why you joined and said #imin to the Institute of Hospitality?
The opportunity to network is invaluable to me. Meeting new peers, making connections, and building relationships all help me when I’m looking for new opportunities. I know the people I meet through the IoH have all the same interests as me, so the connections I make are so important.
You’re an MIH. What does that mean to you?
Becoming an MIH, was one of my career highlights and a very precious moment! It is a really big responsibility and people in our industry will be looking to me for guidance. Over the years I have received support from many hoteliers and I know that I could provide more guidance to our AIH and MIH members.
What makes the hospitality industry such a great place to work?
Hospitality allows you to work in a multicultural environment. Working in an international hotel means that everyone from your guests to staff members comes from all corners of the world. I’ve learned how to maximize my working capabilities, enrich my practical skills, experience new cultures and increase my knowledge of other countries as well.
Working in a hotel requires soft skills such as organization, communicating or working in a team; to more technical competencies such as serving, revenue management, accounting and facilities management. Probably the most important is putting another person’s needs and desires ahead of your own – while keeping a smile on your face.
But the main reason I love hospitality is simple. It’s fun and enjoyable. All the dynamics, all the shifting responsibilities and the feeling of achievement you get when you start training and then end up in a management position, it’s so satisfying. You have the opportunity to meet and socialize with people representing a wide range of nationalities, in an even wider range of places all around the world. As with any job, it has its ups and downs. But the great part is: that there is always a place for innovation and there will always be innovators.
What’s the most wonderful and the worst thing to happen to you during your career?
The most wonderful – I was working in a hotel. Mr Roberts, one of our loyalty card customers who stayed with us for more than 10 years used to stay for one night for business, hence and always booked a single room with a king-size bed, because he was tall. But once he booked a room with 2 queen beds instead. At check-in, when I realized this, I realised he had made a mistake. As I checked the bedding availability I saw there was no king bed available at that moment. I promised we would try our best to arrange a king bed for him. I started to liaise with Housekeeping, Front Office Department etc. and a few hours later when he returned to the hotel he was so impressed that we had actually disassembled and removed the 2 queen beds that were in the room, and brought in a spare king bed and set it up. He was so happy he wrote a complimentary letter, and the following year, brought his family to stay with us.
The worst thing – I lost my job during the pandemic in 2022. Some of my friends also lost their jobs. It was the worst thing that happened to me during my career. But I used the time to study online and pass my online exams. Now, I’m working in the Hospitality Industry again which is really exciting.
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