1. Ng Hong Kim (Jamie)!
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+853 6669 6539 nghongkim85@gmail.com !
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R. Das Arvores Do Pagode!
Lote3, BL. 1, FL 17 Flat H!
ED. One Oasis -Palm Tower!
Coloane !
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Marital status: Married (Attach in Macau)!
DOB: August 1985!
Sex: Male!
Nationality : Malaysian!
PR: Macau Resident ID !
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Highly skilled in Customer Service and service oriented with 9 years of hospitality
industry at international casino company in Macau。Able to speak fluent and write
English, Mandarin, Cantonese, and Malay. !
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Wynn Palace Cotai!
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2016 Jan- Present: In Room Dining ( Assistant Manager)!
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Oversees 1700 guest rooms and ensure the service quality and the
operations is beyond the standards.!
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Managing over 70 staffs by providing constant training (Forbes
standards), briefing , coaching and motivations from team leader,
Ordertaker, server, and bus person.!
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Support VIP service (Butlers) to ensure smooth operations with an
exceptions of high quality service to Villa and Penthouse guest.!
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Providing all various amenities across all guest rooms with special
attentions to details, such as quality, momentum of service and
trainings.!
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Managing all casino service bar area by providing Food and
Beverage to the entire floors.!
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2. Directly reports to In Room Dining director for daily revenue reports,
summary of daily guest covers, meetings for daily agendas, staffing/
manning and cost planning. !
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Menu engineering planning, cost planning, trends of ordering from
the guest, constant updating with In Room Dining executive chef on
the behaviours and the guest ordering trends.!
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Create In Room Dining handbook,PnP’s (Policies and Procedures) to
ensure the team is well aware of service sequence and service
educated.!
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Software skills: SWS (Stratton Warren System) online applications to
orders goods thru various warehouse and vendors. (Time Manager),
enable to approve the duty roaster for team member. (Opera Micros),
updating guest profile and sending traces across all departments.
updating arrival and departure VIP guest and in house guest.!
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Sands Macau Ltd!
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2007 Dec- 2015-Dec: Customer Service (Assistant Butler- Butler- Head Butler)!
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To provide supervision and ensure the operations are running
smoothly by coordinate with teams (internal- external).!
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Taking care of ISD (In Suite Dining), various type of request including
laundry, ticketing, mini bar, suite amenities and complains. Ensure the
defects of public area ,suites are well organised and maintain to the
maximum level. !
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Operate on SAP(System Applications Products) to ensure the par level of
items/ stocks are enough for the daily operations “ordering stocks from
warehouse or via procurement (internal-external)”. Monthly inventory stock
count.!
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Micros system, LAS (Leave Applications System) and Opera Software
(Guest suite info), Guest History Profile(Guest preference records). All the
softwares are been well trained to ensure the organisations are running
smoothly.!
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3. Monitor on daily revenues and suites occupancy meet the company
targets. (By motivate the employees/training to ensure a good working
environment-leads to happy customers).!
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Support the Manager on daily revenue, training, updates on hotels
occupancy and daily operations forecast.!
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SOP (Standard Operations Procedures) to keep track/update and follow
the procedures according to department requirement. Train the team to
ensure they are well polish in general knowledge and service knowledge.
Proper guidance with SOP’s Test on daily basis.!
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Achievement &Training !
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Magnum Butlers training : The core skills of excellent services, presentations, !
! ! ! serving, confidence and high leadership skills in !
! ! ! ! hospitality industries.!
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5S Kaizen training: Sort- Systematic Arrangement -Shine- Standardise- !
! ! ! ! Sustain. (Front Office). To ensure a safer place for guests
! ! ! ! and employees in an enjoyable stay and good working !
! ! ! ! environment experience.!
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HR training: ! ! Effective Briefing Skills , Essentials of Leadership, !
! ! ! ! Leading to Excellent performance management, !
! ! ! ! Lead By Example, 1 Minute Manager, Train the Trainer !
! ! ! (The above trainings are an advantage to all trainee that
! ! ! ! are able to maximise output for the organizations) ! !
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IT skills: ! ! Able to Operate both PC or Macs!
! ! ! PC: Microsoft Words, Excels, Power Point, Outlook. !
! ! ! ! Mac: Pages, Numbers, Keynote.!
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Industrial training Equatorial Cameron Highlands!
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2005 January -June 2005: Practical training in various type of departments to learn
! ! ! ! the basic principals as a whole structures of a Hotel.!
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Housekeeping: (Turn down service and basic knowledge as a
housekeeper/ Public Area/ Laundry.!
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4. Front Office: (Rooms Divisions, full fill the requirement of Hotels
Room. )!
Human Resource: (Book keeping, filing, handling employees P&C
documents and interview new candidates. )!
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Food & Beverage: (Various department , Chinese, western, lounge ,
bar and In suite dining procedures.)!
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Educations!
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2006-2007: University of KDU (Kolej Damansara University) In collaboration with !
! IMI University Switzerland !
! ! Bachelor of Arts in International Hotel and Tourism Management !
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Competence to professional body standards in Human resource
Management and personal development !
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Excellent food and beverage administrations in statistic including Menu
engineering, hygiene facts and Eco-Lab skills collaborations.!
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Transport & Tourism management skills in sustainable tourism!
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2004-2005: University of KDU (Kolej Damansara University) In collaboration with !
! IMI University Switzerland !
! ! Diploma in Hotel and Catering Management!
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F&B management: Food production theory in menu, preparations, and
organizations.!
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Human resources management: traditional and modern society on changes
in recruitment and training and turn over policies.!
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Basic language in German !
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1998-2002: ! Seri Hartamas High School（Malaysia）!
! O-level till A-Level!
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A-levels: Physics, History, Mathematics, Chemistry, English, Malay!
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Special achievements: Represent school in annual National Computer Quiz.!
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Badminton Club representatives. Photography club member.!
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