WHEN things go wrong, the man responsible is often the front office manager.
Lawrence Ng endeavours to ensure that things do not go wrong, of course, and that guests in his hotel enjoy perfect service.
But any guest with cause for complaint will be well-pleased with the attention given by this friendly, capable man.
Apart from food and beverage and housekeeping, Mr Ng handles all matters to do with guest contact, from check-in to check-out.
Under him is a staff which deals with matters relating to guest relations - everything from those who man the reception desk or organise tickets to the cinema, to the switchboard operator and the doorman.
Mr Ng began charming his way to the top 10 years ago as assistant supervisor on the enquiry desk of the Mandarin Oriental Hotel.
