Tuesday, 28 November 2017
8:30am to 2pm (Networking lunch included)
blueprint, 2/F, Dorset House, Taikoo Place, 979 King's Road, Quarry Bay


Timothy Ng
Executive Director, Operations & Entertainment, Ocean Park Hong Kong


Mr Timothy Ng is the executive director, operations & entertainment of Ocean Park Corporation, Hong Kong’s home-grown theme park, which connects six million visitors a year to nature.

Joined the Park in 1989, Mr Ng has been in different positions from clinical microbiologist to wildlife conservation director and was transferred to the park operation team in 2013. In his current capacity, he is leading a team of 800 full time staff and hundreds of part-time staff to manage the Park’s daily operations and six seasonal events in order to deliver the best possible service to the Park guests.  

In addition, Mr Ng is serving the Veterinary Surgeon Board of the Hong Kong SAR Government as their board member.

Mr Ng holds a Bachelor of Science degree in Microbiology from the Washington State University, WA, the United States of America, and a Master of Business Administration from Strathclyde University, Glasgow, United Kingdom.


Robin Kwok
Country Manager - Southeast Asia, Hong Kong & Taiwan, Airbnb


Robin Kwok is responsible for driving business operations and strategy in the Southeast Asia, Hong Kong, and Taiwan region, which is home to some of Airbnb's fastest-growing markets. In her role, she works with global teams to empower hosts to become entrepreneurs and guests to "live like a local" through Airbnb Homes and Experiences.

Robin has helped build and grow businesses across the US, APAC, and EMEA for over 16 years. She previously worked at Intuit, a financial-tech company, where she led sales operations and strategy initiatives for the company’s core business groups and supported Intuit's international expansion to APAC & EMEA. Prior to Intuit, Robin worked at a management consulting firm in San Francisco where she partnered with technology, media, and telecom companies to sustainably scale their businesses. Early in her career, she built up her global expertise at Applied Materials, a semiconductor & solar company, where she owned key accounts and partnerships in China, Singapore, Taiwan, France, and Germany. 

Robin has a BS in Electrical Engineering from Purdue University and an MBA from Columbia University & UC Berkeley. She is originally from the US, with a family background from Taiwan & Hong Kong, and currently lives in Singapore. In her spare time, she enjoys mentoring entrepreneurs and volunteering for women's professional & personal development organizations.


Tony Chow
Regional Director, Creative & Content Marketing, Asia Pacific, Marriott International


Mr Tony Chow has more than 20 years of experience in the media, marketing, broadcast and communications industries, including 10 years in the digital media. Over the course of his career, he has produced many award-winning TV commercials, online videos and television programmes for major clients like McDonalds, Sony, Canon, P&G, Calvin Klein, Levi’s, StarHub to name a few, as well as for broadcast networks like Discovery Channel, National geographic, BBC, History, AETN, Fox International, CCTV China, Scripps and Food Networks USA/UK.

Mr Chow was the elected president of the Singapore Independent TV Production Companies' Association for seven consecutive years, beginning from 2001 to 2007. Following that, Mr Chow went on to helm an international content distribution and production company, Off The Fence’s Asia office in Singapore as its managing director, overseeing the production and distribution of TV content in Asia.

Mr Chow is currently the director of creative and content marketing for Asia Pacific of Marriott International. He is a highly sought after speaker, strategic consultant and trainer at various international media events and a regular jury member of several international TV and Film awards which include the prestigious International TV Emmy. 

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Chris Birt
General Manager, Service Delivery, Hong Kong Airlines


Mr Chris Birt is the general manager of service delivery at Hong Kong Airlines, a position he has held since 2015 where he oversees all aspects of the onboard customer experience. This includes product and service development, frontline recruitment, training, engagement and performance, as well as the airline’s inflight food and beverage and entertainment strategy. 

Mr Birt was previously the head of cabin crew at TUI Airlines Group, in which he was responsible for designing and implementing a new integrated organisational structure for cabin crew management across the group’s five European airlines – Arke, Jetairfly, Thomson Airways, TUIfly and TUIfly Nordic.

As an influential leader with over 20 years of experience working in in the travel and hospitality industry, Mr Birt has also held various positions at Virgin Atlantic Airways, in which he helped lead a large training delivery team in order to ensure that the airline’s multi-cultural customer facing teams had the skills and knowledge to deliver exceptional customer service.


Jean Michel Offe
Executive Vice President, Food and Beverage, Shangri-La Hotels and Resorts


Mr Jean Michel Offe is the executive vice president, food and beverage at Shangri-La Hotels and Resorts. In his position, Mr Offe is responsible for overseeing the global food and beverage operations in the group’s more than 500 restaurants and bars. In addition, he actively manages the development of innovative restaurant and bar concepts for new hotels in the pipeline, while driving strategic initiatives to complement Shangri-La’s role as a leader in food and beverage practices.

Prior to his current role, Mr Offe was the executive vice president – development and innovation for the group. He was instrumental in the execution and implementation of all the new hotel concepts and visionary designs.

Mr Offe has more than 30 years of luxury hotel experience. He has held various management positions at Shangri-La’s corporate office, including group director of food and beverage, as well as at the group's flagship hotels in Bangkok, Singapore and Jakarta.

His previous hospitality management experience includes posts in the United States and Middle East, Canada and South East Asia.


Vivian Lo
General Manager, Customer Experience & Design, Cathay Pacific Airways


Ms Vivian Lo has a diverse aviation management background with key managerial positions in Cathay Pacific’s headquarters in customer, airports, cargo, revenue management, marketing, international affairs, airline planning, and regional and country management roles in Taiwan, Korea, China Philippines, Malaysia and Vietnam.

Ms Lo is currently in charge of customer experience & design, a new department recently set up in Cathay Pacific to oversee the end-to-end customer journey on ground, in the air, and through digital channels. She lives and breathes the raison d’etre for the airline – to enable a “life well travelled” for their customers – by leading an insights driven and customer centric design process to optimise the Cathay Pacific and Cathay Dragon travel experience.

Ms Lo is an avid advocator of design thinking and undertakes to apply a human-centred approach to innovations in service and products, and dedicates her time in teaching and promoting this discipline.