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yyyyyy x. yyyyyy phone abc@xyz.com
yyyyyy x. yyyyyy
335 s biscayne blvd, apt. 3910 - miami, fl, 33131
motivated, service-oriented hospitality leader eager to contribute industry expertise, as well as dynamic management, team-building and customer service skills toward actively supporting a progressive organization in optimizing operational and revenue performance as a key staff member.
profile
ø offer professional and academic experience in all aspects of the hotel industry, with comprehensive management background.
ø proactive leader who successfully trains/develops, mentors and leads top-performing teams and creates a collaborative environment conducive to achieving high levels of employee retention and job satisfaction.
ø effectively define, develop and implement targeted action plans to maximize operational productivity, efficiency and profitability.
ø dynamic presentation abilities, utilizing multimedia as well as audiovisual support.
ø ensure customer service and satisfaction is afforded highest attention and priority.
ø fluent in english, mandarin and cantonese, with basic german language skills.
professional experience
the setai 2007-present
front desk supervisor
promoted to contribute dynamic leadership skills in managing all aspects of daily operational activities of hotel s front office.
manage, train and motivate front office staff, playing an instrumental role in the development of top performing team members.
strategically plan and coordinate schedules to maximize use of human resources while controlling labor costs and meeting customer needs.
successfully promote superior service and exceptional customer satisfaction by promptly resolving issues and preventing escalation.
room controller
proficiently handled room assignments and organized check-in/pre-registration procedures, with strong focus on optimizing productivity, efficiency and quality of services.
built and established key relationships and liaised effectively between staff members to ensure optimal performance.
pm shift manager on duty
efficiently organized workflow, defined staffing requirements and assigned projects to optimize utilization of human capital and operational resources.
ensured all staff members are properly trained on systems, security/cash handling procedures, and service standards.
consistently conducted routine inspections to ensure proper maintenance and appearance of front office and public areas in accordance with company s high standards.
intercontinental miami 2006-2007
pbx- operator
applied industry expertise and strong communication skills toward acting as first point of contact in promptly responding to customer inquiries, troubleshooting problems and ensuring high-level of customer service.
quickly acquired a thorough knowledge of the hotel property, staff and services in order to appropriately assist customers.
effectively handled radio system for the hotel, to maintain in constant contact with engineering, housekeeping and manager on duty (mod) by radio.
page 1 of 2
yuen ling (krist) lau page 2 of 2
intercontinental miami 2006-2007
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front desk agent
exhibited advanced communication and interpersonal relation skills in promoting and selling special hotel programs, special rate packages and upgrades when appropriate.
conduct comprehensive review of group cover sheets and event sheets on a daily basis to ensure proper parties are informed of all meetings/groups.
guest service agent
collaborated directly with front office regarding vip guests and communicated any changes needed for their stay in a timely and accurate manner.
steered the scheduling, planning and delegating of assignments, as well as developing and communicating departmental strategies and goals, demonstrating exceptional project management and multitasking abilities.
hotel z rich central palace years
house person
proactively promoted clean and well-maintained environment by walking all assigned floors at beginning and end of shift; removed trash and noted any areas that required immediate cleaning.
promptly responded to guest requests and reported issues in a hospitable manner to ensure guest satisfaction.
room attendant and turn down attendant
maintained cleanliness and excellent condition of all guest areas in accordance with hotel standards.
laundry attendant
processed sorted linen utilizing the washers, dryers, sheet spreaders, ironers, and feeder/folders; ensured adherence to quality standards.
mini bar attendant
maintained inventory levels in guest room mini bars and ensured proper storage and security of supplies.
actively participated in daily mini bar operation duties; monitored guest rooms to oversee stocking.
housekeeping supervisor
exhibited solid leadership qualities in managing, training and evaluating inspectors, room attendants and housepersons.
efficiently coordinate and collaborate with the front desk on room status and other departments to ensure that special requests made by guest are met.
education
bachelor of international business in hotel and tourism management - university centre c sar ritz , brig, switzerland, 2006
swiss higher diploma in hotel management - university centre c sar ritz , brig, switzerland, 2004
successfully completed numerous hospitality and tourism courses including: business software applications, business mathematics, statistics, business communication & composition, management information systems, food service studies & operations, culinary studies, beverage studies, food & beverage management, rooms division operations, rooms division management, principles of marketing, marketing communication, business environment, global tourism, tourism trends, revenue & yield management, strategic marketing, business research, accounting, finance, intercultural studies, organisational behaviour & human resources management, law, leadership & personal effectiveness.
professional development/training
certificate in food and beverage operations - institut hotelier c sar ritz , le bouveret, switzerland, 2004
technical skills
microsoft office, opera property management software, goconcierge, lighteningfax, m-tech (espresso!)
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