xxx-xxx-xxxx 0000 xxxxxx xxxx , xxxx , xxxxx 00000 abc@xyz.com

yyyyyy x. yyyyyy

yyyyyy x. yyyyyy

results-driven team member eager to continue to contribute to company s success by applying dynamic communication, customer service and relationship management skills toward optimizing operational and revenue performance.

 

profile

ø  offer approximately 10 years progressive experience in the hospitality industry, including 5 years of experience supporting intercontinental miami.

ø  effectively define, develop and implement targeted action plans to maximize operational productivity, efficiency and profitability.

ø  proactive leader who successfully trains/develops, mentors and leads top-performing teams committed to providing superior service.

ø  proven value and dedication as a team member, as demonstrated by longevity and progression throughout career.

ø  exceptional ability to research and evaluate industry trends and competitors and use findings toward designing and executing innovative strategies to boost company leveraging in a saturated market.

ø  dynamic communication, presentation, relationship building and problem-solving abilities.

ø  excel at interacting with broad populations including senior management and staff as well as clients and external contractors.

ø  fluent in english, german & mandarin, with basic french skills.

 

career achievements

ø  awarded manager of the quarter in december 2006 for exceptional performance.

ø  recognized as employee of the month in february 2002.

 

professional experience

intercontinental miami - miami, fl                                                                                        2003-present

assistant director of front office (2007-present)

  contribute dynamic leadership skills in managing the entire front office operation including uniformed services, concierge, front desk, instant service center and club intercontinental.

  strategically plan and coordinate schedules to maximize use of human resources while controlling labor costs and meeting customer needs.

  proficiently design, develop and implement targeted strategies to boost guest satisfaction scores.

  spearhead diverse administrative activities ranging from coaching, training and performance evaluation to workflow planning, policies/procedures development, payroll monitoring and labor standard compliance.

front desk operations manager (2006-2007)

  conducted comprehensive review and analysis to prepare strategic plans on guest rooms during sold-out and low occupancy period.

  directly oversaw and managed all aspects of daily front desk operations, while ensuring strict compliance with company standards, policies and procedures.

  successfully promoted superior service and exceptional customer satisfaction by promptly resolving issues and preventing escalation.

instant service center manager (2004-2006)

  increased staff efficiency by contributing technological skills and serving as administrator of the company work dispatch system, espresso system.

 

 

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li-chyun yang                                                                                                                                           page 2 of 2

 

 

 

intercontinental miami - miami, fl                                                                                        2003-present

instant service center manager (2004-2006)

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  actively mentored, motivated and trained all isc staff, playing an instrumental role in the development of top performing team members.

  updated and completed the manual on the american disability act (ada) for the hotel.

night manager (2003-2004)

  relied upon to represent the hotel in the absence of the general manager during the night shift.

  steered night audit process and distributed operation reports to department heads accordingly.

  supervised the entire night operation on a daily basis including front office, f&b, engineering and security, demonstrating exceptional project management and multitasking abilities in achieving operational goals.

 

loews miami beach hotel - miami, fl                                                                                  2000

front desk night agent

  effectively planned, coordinated and facilitated hotel guests with check-in and check-out during the overnight shift.

  proactively prevented from possible loss of revenue by conducting credit checks on all in-house guests.

 

prior experience

 

hilton zurich airport- zurich, switzerland                                                                               1997-1999

lobby bar bartender (1999)

housekeeping trainee (1998)

food & beverage trainee (1997)

 

education

master science in hospitality management - florida int l university (miami, fl), 2001-2003

bachelor science in hospitality management - florida int l university (miami, fl), 1999-2001

higher diploma in hotel management - the swiss hotel mgt. school (caux, switzerland), 1996-1999