Jon Yau

Experience

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  Concorde Hotel Singapore

  Feb 2002 - Jan 2005

  Front Office Assistant
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  Holiday Inn Singapore Atrium

  Jan 2005 - Jun 2005

  Guest Service Officer

  Change of management from Concorde Singapore to Holiday Inn.

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  New Season Hotel

  Oct 2006 - Jan 2011

  Assistant Front Office Manager
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  Peninsula Excelsior Hotel Singapore

  May 2011 - Jul 2012

  Duty Manager
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  Mandarin Oriental Hotel Group

  Aug 2012 - Dec 2014

  Duty Manager
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  Marriott International

  Sept 2015 - Oct 2019

  As an Assistant Front Office Manager at this multi-brand luxury property Sheraton Grand and St. Regis Macao, I spearheaded front of house and back of house operations of the 4001 rooms keys hotel including 120 luxury suites with 320 associates across functions, including executive lounge and lounge food & beverages. Gained knowledge of front office related P&L statements and accurate forecasting according to the Marriott International standards.Following are the key accomplishments:- Achieved upselling revenues of more than HKD22M in 2018 by leading the front office team.- Improved services and enhanced productivity by revising the complex LSOP from Starwood Legacy to Marriott International for Sheraton Grand Macao Hotel and St Regis Macao Front Office.- Renovated Sheraton Grand Macao Front office BOH for quarter 2 of the year 2020 through collaboration with the development and project teams.- Administered and co-ordinated front office training team to achieve highest training hours recorded with more than 6000 Hours in 2018.- Achieved a Clear (81.8% - 2018) and Clear (96.4% - 2019) for the Brand Standard Audit (BSA) in operations services as a team.- Led the restructuring of guest recognition program with a guest satisfaction of “Clear” for 2018 in the Marriott International “Guest Voice”.- Steered the migration of Starwood Legacy system for Sheraton Grand Macao with zero revenue loss and no double rooming through participation in project integration into Marriott systems in Oct 2018. Show less As a Guest Service Manager at this multi-brand luxury property Sheraton Grand and St. Regis Macao, I controlled and managed the front office OS&E during pre-opening of the 400 rooms keys hotel including 122 luxury suites providing bespoke services beyond expectation. Strengthened robust relations with customers by leading the new upsell program and package after hotel opening.Following are the key accomplishments:- Achieved TripAdvisor rank of 19th - 9th within 6 months in front office through implementation of a new guest recognition program.- Supported the front office team in enhancing skills by introducing new LSOP and training programs. Show less

  • Assistant Front Office Manager

    May 2017 - Oct 2019

  • Guest Services Manager (Pre Opening)

    Sept 2015 - May 2017
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  Hilton Taipei Sinban 台北新板希爾頓酒店

  Nov 2019 - Aug 2020

  In this company as an Executive Housekeeper and Front Office Manager, I ensured smooth execution and management of all areas of front of house and back of house operations by spearheading a team of 45 members. Oversaw the company guest satisfaction, loyalty tracking (SALT), and loyalty program "Hilton Honors" as a property champion providing services exceeding guest expectation.Developed insight into front office and housekeeping related P&L statements, CAPEX, and accurate forecasting of monthly rolling forecast according to the Hilton Worldwide standards.Following are the key accomplishments:Improved overall guest satisfaction score from 54.00% to 61.50% in the last quarter of 2019.Led and executed housekeeping department operation with 40 team members across functions, including linen and florist services.Directed the housekeeping team and implemented"Hilton Cleanstay" (as required by corporate office during Covid - 19) and Pets in room program for the property.Trained team members to achieve corporate goals through implementation of new and revised local standard operating procedures (SOP) as per the Hilton brand standard.Succeeded in achieving an increment of a score for room cleanliness from 72.30% to 92.50% in quarter 3 of 2020 for guest satisfaction by supervising the housekeeping team. Show less

  • Executive Housekeeper

    Jun 2020 - Aug 2020

  • Front Office Manager

    Nov 2019 - Jun 2020
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  Oakwood Studios Singapore

  Mar 2021 - Dec 2021

  Director of Operations

  In this property I was appointed to oversee and manage the operations of the 98 room keys luxury lifestyle hotel/service apartment. Led the company guest satisfaction trust you tracking program. Reviewed and Implemented new policies to respond to financial results and operational plans. Aggressively monitoring of budget, P&L statement, and control of labor cost and expenses. Improved an overall score from 88.00% to 90.00% in leading the safe management team on the Oakwood clean 360 program for Covid-19.Successfully directed the implementation of in-house guest laundry service into digitalizing.Directed and led the execution of renovation plan in replacing the property plumbing system with zero disruption to operations.Achieved rank 6th and top 10% travelers choice award winner for TripAdvisor through the improvement of services by guest feedback. Succeeded in achieving an increment of a score from 85.00% to 91.50% for Engineering, 87.40% to 94.40% Housekeeping, 97.00% to 98.90% Front office, and 77.80% to 82.20% Security in products and services audit by directing the operations team.Develop insights and drives associate development to maximize bench strength, improve retention, and enhance career development.Achieved year to date GOP 44% and average occupancy of 85% by leading the property while the general manager was on long annual leave. Show less

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  Pan Pacific Hotels Group

  Feb 2022 - now

  As Rooms Division Manager at a 367-room lifestyle luxury hotel, I oversaw the Front Office, Spa, Lobby Lounge and Housekeeping operations. I managed the GHA Discovery loyalty program, championed TrustYou guest satisfaction, monitored budgets and P&L, and implemented successful upselling strategies.Implemented innovative technologies to boost productivity, achieving an increase in housekeeping efficiency and an improvement in front office operations.Spearheaded the Front Office Job Redesign Career Conversion Program, redefining roles to align with modern hospitality needs and equipping teams with future-ready skills.Designed and executed a Flexible Work Arrangement (FWA) with a 4-day work week, resulting in an increase in productivity and total work hours.Led guest loyalty strategies as the loyalty champion for the Pan Pacific DISCOVERY program, achieving top global enrollment and earning the Best Pan Pacific DISCOVERY 2024 award.Partnered with the Singapore Tourism Board to introduce mobile check-in/out technology, setting a new standard for convenience and efficiency.Contributed to PARKROYAL COLLECTION Pickering being named Hotel of the Year 2024, showcasing exceptional team leadership and guest service excellence. Show less

  • Rooms Division Manager

    Apr 2023 - now

  • Front Office Manager

    Feb 2022 - Apr 2023