Kristy Ip

• Lead operations for luxury retail portfolios including Exchange Square, Landmark, and Alexandra House, ensuring world‑class service standards and client satisfaction. • Oversee multi-site cleaning and support services, supervising frontline teams and enhancing service efficiency across high-profile assets. • Act as key account lead, maintaining strong relationships with major corporate clients and ensuring contract compliance. • Drive continuous operational improvements through audits, data insights, and structured performance reviews. • Manage P&L performance, budgeting, procurement and resource allocation to support cost-effective service delivery. • Support business expansion initiatives including contract renewals, tender submissions, and proposal development.

• Executed FM contracts for 9 serviced apartments and hotel portfolios across Hong Kong Island and Kowloon, serving major clients including Vanke, Cornes Properties, and Emperor Group. • Supervised an on-site workforce of 50+, ensuring compliance with corporate standards, ISO requirements, and statutory obligations. • Strengthened service delivery through contractor performance reviews, procurement coordination, and operational risk management. • Led financial administration including P&L analysis, budgeting, vendor liaison, and performance reporting. • Managed new business takeovers—project scheduling, manpower planning, SOP development, and operational readiness. • Acted as primary client representative, resolving tenant issues, supporting leasing operations, and elevating stakeholder engagement.

• Led a team of 10 and provided operational support to 20+ cross-functional departments. • Designed job structures, training programmes, and service standards to uplift guest experience. • Delivered performance analytics to enhance customer service KPIs and operational efficiency. • Oversaw daily reporting, incident handling, and frontline team management.

• Delivered premium guest services across Taikoo Place Apartments (110 suites) and Pacific Place Apartments (270 suites). • Supervised concierge, engineering, security, and housekeeping operations to maintain luxury service standards. • Managed emergency incidents with professionalism, ensuring safety and swift resolution. • Developed procedures and ensured operational alignment with brand expectations.

- Provide a personalized & professional check in/out service with emphasis on special guests like VIP

- Manage front office operations with KPI on upselling services

- Manage front office daily operations