Kaimin Guo

Responsible for overseeing the entire hotel operation with the assistance of the General Manager.
To promote a positive environment, working with the team, to maintain productivity levels.
Working alongside the General Manager to ensure profits are maximized in line with EBITDA
targets.
Acting as the General Manager in their absence.
Drive financial management of the entire business operations. Providing assistance to General
Manager with the preparation of budgets, key performance indicators, financial reporting, and
capital expenditure to ensure effective cost control and profitability.
Drive the revenue management of the hotel, attending daily, weekly, and monthly revenue meetings
as required.
Working closely with the General Manager to drive sales and marketing initiatives. Attending sales
calls as required.
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Executive Assistant Manager Page 2 of 3
Providing effective leadership, management, training, motivation, and development of all team members in your reporting line.
Maintaining productive, professional relationships with all stakeholders.
Ensure compliance with legislation, regulatory requirements and company policies.
Conducting daily inspections of all front and back of house areas to ensure that the property is presented to the highest standard at all times.
Attending housekeeping briefing meetings when appropriate, at least every two weeks.
Ensure all resource use is minimised where possible and kept in line with budgeted figures.
Prepare team rosters in advance as required by law, based on business requirements, approving annual leave requests and timesheets.
Work with maintenance personnel to ensure the asset is well maintained and preventative maintenance plans are effective.
Manage the Human Resources function of the business with the assistance of the General Manager and Human Resources and Training Manager. Conducting team training, using group programs as well as on the job training and ensure that appropriate training records are kept.
Ensure team members perform duties according to Nesuto procedures.
To have a complete understanding of and ensure the team adhere to the hotel’s policy relating to fire, hygiene, health, and safety.
Accept all customer feedback as a gift and address all feedback in a prompt and professional manner.
Ensure that occupancy, room rates and revenues for the hotel are continuously maximised and that the hotel ranks, at a minimum within the top-performing hotels amongst its direct competitor set.
Be flexible to assist with other duties and projects as directed.

• Took over management from Punthill Apartment, build strong relationship with Owners Corporation, set up Standard Operating Procedure for all department, sourcing new suppliers for the Hotel, price comparison, hiring of new Management Team, work closely with all department head to ensure the smooth running of the hotel, report and work closely with Managing Director with Sale/Promotion, managing Room Rates, Yield management, routine inspection of the building ensure it is maintained to the highest standard and safety regulation, act as a Chief Fire Warden in event of emergency

• Working closely with the Managing Director in all aspect of the hotel operations, include but not limit to: Sales & Promotion, Cost Control, Senior Management staff hiring, work closely with senior management staff to achieve KPIs, constantly reviewing company's Standard Operating Procedures ensure they are in line with the expectations from the Board of Directors, manage a group of 3 full time Duty Managers, monitor their performance provide necessary feedback (both positive and negative), work closely with Executive Chef, Front Office Manager, Housekeeping Manager and Function Sales Offices ensure each department work closely together to achieve maximum guest satisfaction and maximize company profit, monitoring online guest reviews, provide necessary feedback to all department heads, be available onsite for major event inhouse such as Christmas Lunch, New Years Eve Ball

• Manage daily operation of the hotel, ensure the smooth running of each department, assist in Front Office during busy period, work closely with Events/Conference supervisors, staff hiring & roster, take guests for inspection of the venue, up sale different packages on offer during the absence of the events department staff, ensure the smooth running of all four function rooms up to 450 guests, set up & pack, manage stock control for F&B department, liaise with kitchen team each week, ensure enough stock is ordered for the coming week, handle guest complaints ensure all matters are solved with professional manner, cost management, act as fire warden in case of emergency

• During peak hours assist with check in/out, monitor and provide support to all guest services agent, daily brief guest services with VIP/VVIP arrival, arrange welcome card/chocolate accordingly, work closely with reservation team to help guests with their reservations, respond to guest complains, resolve it in professional manger report to Room Division Manager if required, log guest complaint daily, credit check all guest folios ensure enough pre-auth is taken, work closely with concierge desk, offering guest assistance with their bags, offering assistance to concierge desk with valet parking, assist with switch board operator in answering all inbound calls during peak hours, act as Hotel Manager in the absence of the General Manager, act as Fire Warden in case of emergency, provide First Aid assistance, daily Floor walk

• Manage daily operations of the complex including all administration duties for the management of finances, human resources, stock control, cash control, promotions and marketing, and the responsible services of food and alcohol, manage stock control for the Aj's Bar and Bistro as well as bar and cleaning supplies, organise contractors for catering, report regularly to the complex owners regarding operation and planning, using hotel resources to maximize guests' satisfaction & optimize revenues, developing and implementing staff training programs, ensuring the accurate and timely submission of payroll data to the corporate office, aggressively managing all the independent revenue and expense areas to ensure profitability, resolving customer complaints in a timely and professional matter, building strong relationships with companies that supply the hotel, helping to develop management talent by acting as a mentor to supervisors and team leaders, offering support and guidance to junior team members and creating positive working environment for hotel staff, making sure all hotel fixtures and fitting are in a safe condition to be used, promoting hotel services and facilities to guests at every opportunity

• Provide efficient, friendly and professional service to all guests, process and assist with check-in, check-out of guests, ensuring all procedures are adhered to, assist reception with reservations and incoming phone calls, yield management, third party website management, including update of the website(photos, room descriptions), managing city ledger accounts, contact companies for overdue accounts, taking group bookings, provide guidance, support training and leadership to all employees, assist General Manager with recruiting new reception staff

• Check in, check out, taking reservations via phone or email, transfer phone calls to rooms, respond to guests needs once they check in, cash and credit card handling, dealing with customer complains

• Responsible for the night audit process including posting correctly all of the hotel's revenue and producing night audit reports, reception work dealing with guests check in, check out, switchboard, reservations and concierge, high customer service focus and attention to detail, breakfast buffet setting up, providing efficient, friendly and cordial service at the front desk, handle the night audit process via the RM and POS system of the resort, making use of electronic acceptance methods verified and swiped credit cards, carry out completion of registration process by retrieving and inputting information with routine difficulty from a computer system and confirming the guest's reservation information, collect and record traveler checks, vouchers and other forms of payments, make change, handle cash and balance an assigned house bank, quickly answer the telephone using clear and positive English communication, closing the guest's accounts at the time of check out, able to maintain professional environment under stress, deep knowledge of accounting operations, strong ability to gather accurate information and resolve problems, exceptional capability in dealing with external and internal guests, accountable ability stand and move all through the front office and carry out essential job functions continuously, offered and properly handle requests for wake up calls and room services and completed monetary and credit transactions, night shift Bartender with duty to make and serve beverages from the bar which is restricted to some varieties and brands of wine, beer, soda, and liquor, strong knowledge of the exact proportions and combinations to utilize in making beverages according to request from cocktail attendants and patrons