Dominic Chang

Oversees the entire operations of the hotel. Currently includes the duties of a hotel manager.

Achievements

• Leading the team in managing guests experience with evidence from guests responses via Medallia
• Improved front office including night audit workflow and processes

Oversees the housekeeping operations and financial goals, that includes rooms, public area, laundry & uniform.

Achievements

• Opened a new 244 rooms tower - organised guest supplies and operating equipment, defect checks and rooms set-up.
• Increased efficiency in minibar operations using technology, eliminating manual labor and paper work.
• Implemented career development program and successfully promoted two team members who excelled in the program.
• Participated in and organised regular safety training initiatives.

Oversees the operation standards and financial objectives of Front Office and Housekeeping department. Appointed as PCBU for the company within Rooms Division.

Achievements

• Developed Duty Manager role to be more guest-centric, with more emphasis on engaging with guests at the lobby.
• Reduced housekeeping labor cost per occupied room from $23 to $18 by improving work flow efficiency.
• Planned and executed closing and re-opening of the 60 rooms Mt Cook Lodge renovation project.

Oversees the operations of the Front Office, Housekeeping, Food & Beverage, Recreation and Security.

Achievements

• Hotel rebranding project — Managed the transition of guest supplies.
• Introduced VIP Service program.
• Implemented new room cleaning standards & procedures.
• Achieved 25% of incremental revenue in F&B through strategic promotions.

Provides consultancy services related to hospitality service standards.

Achievements

• Appointed as acting General Manager for a restaurant operations with 160 covers or 280 covers for banquet operations. Elevated its service standards, improved coordination between service and kitchen team and enhanced banquet operations in better planning and delivering various events. Designed training plans for the managers and service team.
• Planned the re-opening of a restaurant in a heritage hotel that has been closed for 3 years. Prepared budget for operating equipment and labor cost. Set up service standards and recruitment process.

Oversees the pre-opening operations of a 1706 rooms hotel, includes, budgeting, purchasing, develops policies & procedures, recruitment, training and room set-up.

Achievements

• Successfully led a team of 4 assistant managers, 40 supervisors, 6 coordinators and 320 room attendants to open a 1706 rooms hotel that has very high expectations from the owner, Mr. Steve Wynn.
• Total of all purchases were kept within the pre-opening expenses budget.
• Led the team in room defects inspection, deep clean and set-up all rooms, suites and villas to welcome our first guest.

Oversees Housekeeping and Front Office operations that includes rooms, public area, laundry, uniform, reception, concierge and guest relations. Responsible to prepare and meet yearly financial budget, and brand service standards.

Achievements

• Implemented Forbes standards with the team and achieved 4 stars rating for rooms within the first year
• Reduced 30% of over-stocked of guests supplies in housekeeping stores. At the same time, introduced new housekeeping stock control procedure with centralised stock distribution
• In line with Hyatt core values, implemented staff retention program and built strong work relationship with the average annual staff turnover for rooms division is 2.5%.

Oversees of the pre-opening of a 3000 all-suites hotel, include developing policies & procedures, recruitment and training. Responsible to motivate the team to provide high service standards outlined by Forbes.

Achievements

• Successfully led a team of 20 Duty Managers, 15 Supervisors and 120 Guest Service Agents to achieved 4 stars in Forbes Travel Guide within six months of opening of the hotel.
• Introduced up-selling program with an average of 15% incremental revenue every month.
• Introduced coaching and mentoring program for the team to maintain high level of motivation.