Nicholas Wong

• Conduct monthly audits on Bellmen to ensure they are up to the department’s standard

• Conduct performance appraisals for a team of Bellmen and Dispatchers

• Conduct trainings for new hires and staff on cross-departmental training

• Inventory control of operating supplies and equipment

• Investigate and resolve guest complaints

• Involvement in system enhancement projects – customisation offunctionalities within the application and web user interface(UI), user acceptance testing (UAT), create training materials and conduct trainings

• Lead day-to-day operations from the Command Centre

• Liaise with external vendors for orders and deliveries

• Maintain and update the department’s manpower deployment tool with Hotel Analytics Team for business continuity planning (BCP)

• Maintain the department’s dashboards with Hotel Analytics Team

• Manage department’s operations by dispatching jobs to Bellmen

• Mentor and coach a team of Bellmen and Dispatchers

• Monitor and ensure Bellmen’s jobs are completed promptly, accurately, and up to standard

• Prepare PowerPoint slides for department’s daily briefing

• Record department’s expenses on service recovery

• Respond to emails and calls directed to the Command Centre

• Responsible for the assignment of Bellmen’s daily deployment

• Review and enhance standard operating procedures (SOPs)

• Write and review training materials

• Responsible for assigning service requests for guests.

• Preparing daily allocation for a team of 70 staff.

• Arranging manpower such as overtime to ensure staffing is sufficient daily.

• Conduct regular audits on Bellmen

• Conduct training and write training materials

• Handle and resolve guest complaints

• Inventory control of operating supplies and equipment list

• Manage department’s operations by dispatching jobs to Bellmen

• Mentor and coach a team of Bellmen

• Monitor and ensure Bellmen’s jobs are completed promptly, accurately, and up to standard