Waylon Ching Wai Lun

Experience

• 

  Hotel Restaurant du Parc des Eaux Vives - Swissôtel Hotels & Resorts

  Mar 2013 - Sept 2013

  F&B Service Trainee
• 

  The Landmark Mandarin Oriental, Hong Kong

  Sept 2014 - Dec 2014

  Operations in all Rooms Division sub departments (Front Office, Concierge, Operator, Housekeeping and Guest Recognition)

  • Rooms Division trainee

    Jul 2014 - Dec 2014

  • Sales and Marketing Trainee

    Sept 2014 - Oct 2014
• 

  The Landmark Mandarin Oriental, Hong Kong

  Mar 2016 - Oct 2021

  - Acting Manager on Duty, supervise front office daily operation (Since April 2020)- Supervise a team of Guest Services Officers- Responsible for VIP’s stay arrangement and Guest complaint resolution- Learning Facilitator, draft SOP and provide training to colleague to perform up to corporate standard - In charge of new Hotel Management System transformation- Co-lead in launching hotel group’s new guest recognition program- Hotel ranked #1 in Mandarin Oriental group on both Guest satisfaction survey and internal audit in 2019- Upsold the most in the year of 2018 & 2019 Show less

  • Assistant Guest Services Manager

    Nov 2020 - Oct 2021

  • Guest Recognition Supervisor

    Aug 2018 - Oct 2020

  • Guest Services Officer

    Mar 2016 - Jul 2018
• 

  The Executive Centre

  Oct 2021 - now

  - Solely managed all member activities as the only Community Manager, focusing on enhancing member satisfaction, and community engagement, achieving a CSAT score of 4.74. - Organise and co-host 4 -5 events monthly with members external partners, covering topics ranging from lifestyle to professional developments. Hosted over 70 events with 1,500 plus members in attendance, with attendance rate of over 80%. - Collaborated with the headquarters’ marketing team, to develop collaterals and campaigns aligning with company objectives. - Curate personalised experiences to enhance the member journey from onboarding to check out, taking full ownership of the process- Monitor quarterly member survey in Hong Kong, facilitate cross-functional discussion to address issues raised in the surveys and analysis of feedback Show less

  • Community Manager

    Apr 2023 - now

  • Manager - Operations

    Oct 2021 - Jun 2023