Tsz Lok Poon

Contributed to regional initiatives impacting 600+ hotels, such as the Pre-Arrival Planning Toolkit and Sustainability Certifications Tracker.
Completed 15+ regional decks across Quality, Guest Experience, Spa, and Sustainability using Medallia, Tableau, and Excel.
Conducted deep dive analysis on 7 underperforming properties and 1 challenged brand, identified root causes for operational gaps.
Demonstrated strong communication skills by regularly reporting to 4 directors within the Continent Lodging Services department, effectively managing diverse tasks and meeting multiple deadlines across various projects.

Oversaw and maintained the YHS website, ensuring up-to-date and relevant content. Coordinated the creation of marketing materials. Designed and developed merchandise for the summit, aligning with branding and event themes. Produced impactful decks for both internal stakeholders and external communication needs. Managed and curated content for the YHS YouTube Channel, optimizing engagement and visibility.

Created engaging content for various marketing activities and promotional campaigns. Managed and updated the company’s database and social media channels to ensure consistent communication. Provided event support for the Singapore and Melbourne fairs, assisting with coordination and logistics. Conducted research to identify potential partnerships and collaboration opportunities. Performed competitor analysis to inform strategic decision-making and enhance market positioning.

Created content for marketing campaigns and promotional materials.
Managed and updated social media platforms and databases.
Performed competitor analysis to inform marketing strategy.

Provided personalized and exceptional service by organizing and facilitating guest activities. Received five letters of appreciation and positive online reviews for delivering outstanding hospitality. Honored with a commendation for exceptional work attitude and professionalism. Completed various administrative tasks and responded to guest requests promptly. Assisted with the check-in and check-out process, as well as with banquet and PR event coordination.

Conduct guest activities including tours, cultural experiences, and family programs, delivering personalized service.
Recognized with 5 letters of appreciation and featured in online reviews for outstanding hospitality.
Twice awarded “Best WOW Story of the Month” and commended for consistently exceptional service and attitude.
Supported front desk operations, banquet and PR events coordination.