Work experience

• Service Associate Food and Beverage

  Midtown Shangri-La Hotel Hangzhou

  2021.01-2022.01

  (a year)

  Implemented a guest feedback system, leading to increased positive diner reviews and improved overall customer satisfaction scores. Developed and executed a training program for front-of-house staff, resulting in reduced wait times and increased repeat customers. Contributed to the planning and execution of a successful restaurant renovation project, resulting in an increase in occupancy rates and an increase in average daily rate. Work closely with sales and marketing teams to drive business growth and elevate the hotel’s reputation.
• Hotel Manager

  Feliquim Hotel

  2018.01-2019.01

  (a year)

  Developed a comprehensive training program for front-of-house staff, leading to reduced wait times and a rise in repeat customers. Implemented a guest feedback system, resulting in a notable increase in positive diner reviews and improved customer satisfaction scores. Collaborated with kitchen and cleaning staff to introduce a new cleaning and maintenance schedule, which significantly decreased complaints about restaurant cleanliness. Continuously explore and implement innovative methods to deliver and enhance luxury service throughout the hotel.
• Hotel Manager

  Abuelito Service Hotel

  2012.01-2017.01

  (5 years)

  I successfully drove guest satisfaction and revenue growth through strategic leadership and operational excellence. Delivered exceptional customer service and personalized experiences, resulting in high levels of guest satisfaction. Supervised and trained front-of-house staff, leading to improved team productivity and service quality. Managed daily operations, including reservations and table assignments, increasing customer turnover by 15% and improving service efficiency. Developed and implemented programs to boost team engagement and performance, ensured compliance with brand standards, and contributed to capital, sales, and marketing plans.

Educational experience

• ZHEJIANG GONGSHANG UNIVERSITY

  Hospitality Management

  2019.09-2023.06

  (4 years)

  Bachelor of Hospitality Management GPA: 3.64 / 4.0 Taken courses: Introduction to Hotel management Leadership and management communication Food and beverage management operations Food security and nutrition Hotel marketing planning Costumer experience management and service design Consumer behavior theory The Hotel human resource development and management

Languages