Business Analytics Senior Manager

• Jun 2020 - Present

Senior Revenue Manager

• Mar 2018 - Present

Revenue Management

• Feb 2016 - Feb 2018

Revenue Management Intern

• Sep 2015 - Dec 2015

•Review over 600,000 hotel budgets and forecasts for multiple business segments •Participate in weekly revenue management meeting to identify hotel performance and operation issues •Analyze comp set pricing, demand generators and market conditions to properly position retail price points •Analyze weekly STR Reports and identify areas of opportunities for generating incremental revenue •Understand diverse pricing strategy with rate loading (special promotions, optional rate plan, overbooking, etc.) Show less

E-Commerce Analytics Intern

• Jun 2015 - Aug 2015

• Identified top 200 destinations in U.S based on metrics including clicks and searches throughout the past whole year • Consolidated and analyzed hotel customer interest trends for each popular destination on a weekly basis in order to capitalize on consumer demands during specific periods throughout the year • Performed brand keyword visibility ranking report on a monthly basis with Pivot Table • Performed competitive Google local 3-pack analysis dashboard for Choice Hotel and IHG • Conducted competitive analysis for Wyndham Rewards Loyalty Program, SPG and IHG Rewards Club, with metrics including value proposition, customer engagement, customer sentiment, credit card benefits, etc. Show less

Customer Service Agent

• Aug 2013 - Feb 2014

• Directed telephone communication throughout hotel • Handled guest inquiries, complaints and emergencies in a timely and efficient manner • Managed guest room status, mail, faxes and messages through Opera system on a confidential basis • Assisted Front Desk Agents and Reservation Agent finishing reservation and night audit process • Supported the Department of Front Office and IT by providing English translation services • Contacted housekeeping or maintenance staff when guests report problems, such as Internet and AC problem • Assisted monitoring inventory of supplies and equipment and order general office supplies. • Provided the basic information of catering and wedding, including contact information and site tour • Verified customers' credit, and assisted guests with their business center needs (e.g., making copies, sending faxes, typing, laundry) and bill services, and instructed guests on how to access the internet • Packaged, labeled, and shipped items for guests ensuring correct charges and delivery • Checked daily event sheet, bulletin boards and was up to date with all changes, new procedure and events. • Coordinated services for meetings in the Business Center, including reservation for space and facilities, special needs requirements, and paper services • Took accurate F&B guests orders over the phone and placed it in the paper checklist • Checked accuracy of order input to ensure it is complete before sending to kitchen. Show less

Event Management Associate

• Sep 2011 - Jul 2012

• Directed the preparation of regular and special budget reports for various events • Analyzed budgeting and accounting reports to maintain expenditure controls • Examined budget estimates for completeness, accuracy, and conformance with procedures and regulations • Summarized budgets and submit conclusion for the approval or disapproval of funds requests. • Directed the preparation of regular and special budget reports for various events • Analyzed budgeting and accounting reports to maintain expenditure controls • Examined budget estimates for completeness, accuracy, and conformance with procedures and regulations • Summarized budgets and submit conclusion for the approval or disapproval of funds requests.