Assistant Front Office Manager

Kempinski Hotel Shenzhen


Tell us a little bit more about you and your career background.

My Kempinski career began in 2012 as a Front Desk trainee. As my major was hotel management, it is a great honour for me to have a one-year internship at Kempinski Hotel Shenzhen. A Front Office associate is always one of the most important roles in the hotel industry, full of challenges and opportunities. This is absolutely what I would like to be. Due to my passion for the hotel industry, as well as my trust in and gratitude for the Kempinski Hotel Shenzhen, I chose to stay at the hotel after I graduated. Today, ten years later, after unremitting effort, love and enthusiasm for this job, and with the support of my leaders, I was promoted to the position of Assistant Front Office Manager.

What is your favourite aspect about your job?

In my work, I enjoy communicating with different customers, and if I can help them, it gives me a deep sense of satisfaction and achievement. I really enjoy working in the hotel and    the work environment. Our team is very dynamic and cohesive, and we also love to celebrate each other. When our occupancy is full, not only do we cut cakes to celebrate at the hotel level, but our department also buys a lot of food and drinks to express their gratitude to the employees for their hard work. My colleagues are very friendly and communicate well, which has brought me a lot of happiness at work. Whenever guests express their gratitude to the hotel, I feel very proud to be a member of the team.

How is Kempinski different from other places where you have worked?

Kempinski makes me feel relaxed and happy among my colleagues, and the brand, which has been established for a century, is very competitive. The rigorous and systematic training also allows me to constantly learn new knowledge, making me more confident and professional. Kempinski’s rigorous work atmosphere has made me more logical in dealing with trivial matters in life, and the frequent interaction with customers has also made me more empathetic when interacting with people at work and in life, making it easier and more enjoyable to get along. My favourite Kempinski DNA value is Entrepreneurial Performance. It better motivates me and influences the people around us, leading to better team development. Beautiful performance means greater motivation to me. For me, luxury means uniqueness, value and rigour.

What advice would you give to someone considering joining or someone who has just joined Kempinski?

I recommend that newcomers who have just joined should calm down, accumulate experience steadfastly, improve their initiative and enthusiasm for work, have a spirit of willingness to contribute and help others, and time will definitely not disappoint them.

Any interesting facts about your hotel property?

When I was on duty one night, I received a call from a guest who informed me that he was not comfortable staying at another hotel because the waiters had a particularly cold attitude, so the guest wanted to move to our hotel. After booking the room for the guest, he arrived at our hotel in the early morning. The guest saw me waiting for him at the door, which surprised and moved him very much. I arranged the room in advance, and the check-in process was also very smooth. We always pay attention to his needs during his stay. Since then, the guest has become a loyal customer of our hotel and even brings some snacks to all our colleagues every time he comes. This is the charm of Kempinski, and being a member here makes me feel very proud.