Name: Zuky Wo
Position Title: Executive Assistant Manager – Sales & Marketing
Company Name: Regal Riverside Hotel
When and why did you join the industry?
After my school days, I began my career and had spent few years in Airlines ticketing. By chance, I met a friend of my sister who brought me into the hotel industry as a sales executive. I found the job was so challenging that made me stayed on the career for years.
What do you like most about your job?
As I said, it’s challenging as it’s day by day for me to achieve the sales target and marketing objective. Besides, I like to deal with different types of people no matter they are clients, business partners or colleagues. It widens my thought and enriches my social life as well.
What’s one of the biggest achievements of your career so far?
While I joined a downtown hotel at Hong Kong, I used about one year time and had successfully revamped a 4-Star Hotel on the market mix of its clientele of Group/FIT from a ratio of 70/30 to 50/50 without sacrifice of the room occupancy. I used another year to make it 35/65. And two years later, it was 25/75. The yield has significantly improved and increased yearly.
What’s the best advice ever given to you and who gave it?
“No matter the market situation is good or bad, there are always 3 positions at front among competitors. Don’t be excused in any circumstances.” This was the best advice I ever heard from my superior, a hotel executive, while I was working with a 4-Star resort hotel in Hong Kong. It had given me an indication that don’t be smug when the market is prosperous and vice versa.
Who do you admire and see as a role model in the industry?
Mr. Douglas Schwab, he was a former Director of Sales and Marketing of 5-Star hotel in Hong Kong – his golden words “Money not in the pocket not sales” is still in my mind for years.
What can people expect from your company and what sets it apart from the rest?
Cleanliness, comfort and valued for money are our targeted service which our customers are always expecting. Our marketing intelligence makes our rates are always compatible and our supporting team from back of the house provides professional service that always result with returned business.
What destinations are on your travel bucket list?
I have been travelling to many places that occupies me lot of memories. My next destinations will be Russian, Mongolia, Harbin, Egypt and Africa.
What’s a memorable travel experience you’ve had (good or bad)?
Orlando at Florida, a place I really treasure my happiness and satisfaction. The vacation there was so impressive that I could really relax and was totally released from stress of work.
What are three things you always take with you when travelling?
Smart phone, extra empty luggage bag and travel guide book.
Name someone famous you’d like to travel with and a destination you’d like to go with them.
Dr Margaret Chan Fung Fu-Chun, the existing Director General of WHO. I’d like to go to Africa with Dr Chan as she may explore more about African habitual behavior.
What direction do you see the industry heading in over the next five to ten years?
Traditional market segmentation approaches will be gradually replaced by personalized service in a total solution model. The guest in future will be able to tailor every aspect of their experience, including technology, hotel services, type of bed and amenities, journey, pricing and communications.
To meet the guest expectation, the hotels in future will be more personal, connected and responsive. With the rise of service spectrums and changing guest requirements, hotels will begin to cater for multiple needs and demands. We will see innovations, such as intelligent furniture, adaptive room environments, personalized entertainments, customer facing systems and other new appliances in place. Hospitalization concept will be completely changed for hotel investors.