Queenie Lo

Accomplished and growth-oriented Service Excellence & Talent Development Specialist with over 9 years of progressive experience bridging frontline luxury hospitality operations with People & Culture initiatives. Proven track record of developing data-driven Standard Operating Procedures (SOPs), leading Quality Assurance (QA) audits with a 100% compliance rate, and executing enterprise-wide training and employee engagement programs for 280+ staff. Expert in designing proprietary service excellence frameworks (H.E.A.R.T. campaign), deploying digital learning platforms (Microsoft Viva Engage), and cultivating high-energy workplace cultures.

Skilled in cross-functional stakeholder management to maintain operational consistency and drive continuous organizational improvement.

Membership Experience & Quality Officer (Membership Dept.) at The Hong Kong Club (2025-06 – Present)

• Service Excellence Leadership: Directed the enterprise-wide "H.E.A.R.T." quality improvement program across operational departments, establishing rigorous luxury service standards and ensuring operational consistency across all touchpoints.
• Data-Driven SOP Formulation: Formulated and refined cross-departmental Service Standards and Standard Operating Procedures (SOPs) utilizing behavioral analytics to support strategic resource planning and operational efficiency.
• CRS & Organizational Culture Alignment: Integrated Corporate Responsibility and Sustainability (CRS / ESG) initiatives into frontline operations, collaborating with the People & Culture Department to align employee engagement with organizational values.

Quality Assurance Officer & Analyst (People & Culture Dept.) at The Hong Kong Club (2020-08 – 2025-05)

• Proprietary L&D Program Creation: Conceptualized and spearheaded the end-to-end rollout of the "H.E.A.R.T." employee engagement initiative; created interactive training workshops, digital learning assets, and promotional collateral to instill a culture of service excellence across 280+ employees.
• Regulatory Compliance & Operational Auditing: Partnered with operational leaders (F&B Service & Kitchen, Engineering, Back-of-House, etc) to execute comprehensive QA policies and compliance frameworks (including COVID-19 safety guidelines and disposable plastic regulations), maintaining a 100% compliance record.
• Digital Internal Comms & Training Launch: Engineered and launched the enterprise-wide staff communication platform (Microsoft Viva Engage) and multimedia training modules, significantly boosting digital learning adoption, operational alignment, and internal engagement.
• Workplace Culture & Endurance Community Mobilization: Cultivated a high-performance workplace culture by founding and leading employee sports participation in major external endurance challenges (Oxfam Trailwalker, Green Power Hike); served as Team Leader responsible for recruitment, physical training planning, and complex logistics.
• Cross-Departmental Quality Analytics: Analyzed quality metrics and member feedback to identify operational bottlenecks, mitigate service risks, and implement continuous improvement plans in partnership with department heads.

Management Trainee at The Hong Kong Club (2019-08 – 2020-08)

• Cross-Operational Rotations: Rotated across core operational departments (F&B Service & Kitchen, Back-of-House, Front Hall, etc.), auditing daily workflows and ensuring high-standard service execution during major member events and Annual General Meetings.
• Digital Change Management Support: Supported initial employee onboarding workflows and contributed to the enterprise-wide deployment of the Microsoft Viva Engage communication platform.

Activities Coordinator & Fitness Receptionist at The American Club Hong Kong (2017-08 – 2019-08)

• Service Quality & Facility Operations: Oversaw daily front-of-house operations and facility workflows, enforcing strict service standards and facility safety protocols.
• Member Activity Coordination: Organized fitness programs and recreational activations to foster strong community ties and member satisfaction.

Bachelor of Arts in East Asian Languages & Cultures Studies – University of California, Berkeley (2014 – 2016)

Associate of Arts in Liberal Studies – Dean College (2012 – 2014)

Secondary Education – Ying Wa Girls' School (2006 – 2012)