Pak Hei (Derek) Lai
Brisbane,Australia
Summary
Hospitality and operations professional with 4+ years of progressive hotel management experience, advancing to Front Office Manager within a high-volume Accor property. Proven track record in leading and developing teams, managing daily operations, delivering exceptional guest experiences, and resolving complex operational challenges. Experienced in driving service excellence, improving operational efficiency, managing competing priorities, and maintaining high performance in fast-paced environments. Recognized for strong leadership, problem-solving, adaptability and a hands-on approach to achieving operational and customer service goals. Seeking a management or operations-focused role where these skills can contribute to continued business and team success.
Overview
7
7
years of professional experience
Work History
Front Office Manager
ibis Styles Brisbane Elizabeth Street
Brisbane, QLD
02.2026 - Current
- Lead a Front Office team of 9-12 persons, overseeing daily operations, training, coaching and performance.
- Manage guest experience, service recovery and complex operational issues while maintaining high service standards.
- Coordinated with housekeeping and other departments to ensure room readiness and support smooth hotel operations.
- Managed group and airline crew arrivals and departures during high-volume operational periods.
- Successfully supported major hotel system changes, including Opera and Vostio, while maintaining operational continuity.
- Supported the implementation of NOR1 and HubOS, assisting teams with adoption of new systems and processes.
- Provided operational guidance to team members and supported duty managers in resolving escalated guest and operational matters.
Acting Housekeeping Manager
ibis Styles Brisbane Elizabeth Street
Brisbane, QLD
07.2025 - 08.2025
- Assumed Housekeeping Manager responsibilities during management leave to ensure continuity of operations.
- Coordinated Housekeeping operations, achieving timely room readiness and aligning departmental priorities.
- Enhanced collaboration between Housekeeping and Front Office to improve guest service delivery.
- Gained broader Rooms Division management experience beyond Front Office operations.
- Held a temporary role for about five weeks
Senior Duty Manager
ibis Styles Brisbane Elizabeth Street
Brisbane, QLD
10.2024 - 02.2026
- Led Front Office operations during busy arrivals, departures and high-occupancy periods.
- Oversaw hotel operations and guest services during shifts, serving as key escalation point for guest and staff issues.
- Managed guest complaints and service recovery with a practical, solutions-focused approach.
- Collaborated with Housekeeping and departments to swiftly resolve operational issues and ensure room availability.
- Facilitated team training and coaching to enhance staff development and service quality.
Front Office Duty Manager
ibis Styles Brisbane Elizabeth Street
Brisbane, QLD
06.2022 - 10.2024
- Supervised Front Office operations, enhancing guest service delivery through team support.
- Resolved guest concerns and operational issues, optimizing room allocations and service recovery processes.
- Trained team members, ensuring adherence to Front Office service standards.
- Worked closely with Housekeeping and other departments to resolve operational challenges.
Front Office Agent
ibis Styles Brisbane Elizabeth Street
Brisbane, QLD
03.2022 - 06.2022
- Managed guest check-in and check-out, ensuring accurate payment verification and addressing guest enquiries promptly.
- Delivered professional guest service, enhancing guest satisfaction while supporting daily front office operations.
- Managed guest inquiries and resolved issues efficiently at the front desk.
- Coordinated room assignments and ensured accurate booking information.
- Created a positive first impression for arriving guests. upon arrival and provided check-in assistance.
Store Manager
Bloom Patisserie
Brisbane, QLD
09.2020 - 03.2022
- Led and coached team members in customer service and product knowledge to drive sales performance.
- Managed daily store operations and supervised high-volume customer service to enhance customer satisfaction.
- Managed inventory, daily reconciliation and operational requirements.
- Conducted team meetings and implemented operational improvements to optimize business performance.
Conference and Events Office Assistant
The Venetian Macao
Macao
12.2019 - 02.2020
- Coordinated office administration, documentation, and customer enquiries to support operational projects.
- Developed reports, spreadsheets, and presentations to enhance day-to-day office operations.
- Managed daily office operations and ensured smooth workflow in a high-volume environment.
- Organized files, documents, and office supplies for easy access and efficient use.
- Supported team communication by scheduling meetings and coordinating logistics effectively.
Education
Bachelor of International Tourism and Hotel Management -
Griffith University
Brisbane01-2021
Queensland Certificate of Education -
John Paul College
Logan01-2017
Skills
- Front office management
- Hotel Operations
- Guest experience management
- Operational management
- Operational Strategy
- Operational Adaptability
- Cross-Department Coordination
- Team Leadership
- Staff Training & Development
- Attention to detail
- Effective communication
- Opera Cloud Opera PMS Vostio MICROS HubOS NOR1 Accor Systems Microsoft Office
Personal Information
Australian Permanent Resident
Accomplishments
- Employee of the Year 2023
- Top 8 Accor Loyalty Enrollers in Australia 2023
- Successfully supported major Opera and Vostio system changeovers.
- Supported implementation of NOR1 and HubOS at ibis Styles Brisbane Elizabeth Street.
- Developed strong staff relationships, successfully re-engaging experienced former employees when staffing requirements arose.
- Progressed from Front Office Agent to Front Office Manager within four years.
References
- Kristy Rundle (Director of Operations) 0455988097 kristy.rundle@accor.com
- Michelle Scott (General Manager) 0400007309 Michellel.scott@accor.com
Timeline
Front Office Manager
ibis Styles Brisbane Elizabeth Street
02.2026 - Current
Acting Housekeeping Manager
ibis Styles Brisbane Elizabeth Street
07.2025 - 08.2025
Senior Duty Manager
ibis Styles Brisbane Elizabeth Street
10.2024 - 02.2026
Front Office Duty Manager
ibis Styles Brisbane Elizabeth Street
06.2022 - 10.2024
Front Office Agent
ibis Styles Brisbane Elizabeth Street
03.2022 - 06.2022
Store Manager
Bloom Patisserie
09.2020 - 03.2022
Conference and Events Office Assistant
The Venetian Macao
12.2019 - 02.2020
Bachelor of International Tourism and Hotel Management -
Griffith University
Queensland Certificate of Education -
John Paul College