Experience

Seattle Marriott Bellevue
• United States
• Hospitality
• 1 - 100 Employee
• Rooms Operations Manager

  • Jul 2023 - Present

The St. Regis Macao
• Macao
• Hospitality
• 1 - 100 Employee
• Guest Services Manager

  • Nov 2022 - Apr 2023


Sheraton Grand Macao

• Macao
• Hospitality
• 100 - 200 Employee

• Guest Services Manager

  • Feb 2020 - Nov 2022

  Oversee and manage the daily operation of the Front Office team comprised of over 100 associates in a 4,001 rooms property. Respond to guest requests and complaints in a professional manner and strive for proper service recovery. Act as a liaison to collaborate and communicate to related departments including Housekeeping, Facilities, Security, Concierge, Sheraton Club, and others. During the COVID-19 pandemic, I conducted over 150 training hours for associates from all departments about Marriott International and Sheraton Hotels standards in both English and Cantonese. Show less

• Voyager - Rooms Division

  • Jul 2018 - Feb 2020

  Employed as a Voyage Manager-in-Training in the largest cross-property Sheraton and St. Regis in the world. This program entails a wide variety of entry level to management positions across different departments in both properties. I've had cross exposure in the Front Office (Agent, Supervisor, Guest Services Manager), Housekeeping (Attendant, Supervisor, Assistant Manager), Digital Marketing, Human Resources and Talent Acquisition, Guest Command Center, Casino Billing, Room Control, Guest Relations, Executive Club, Reservations, Guest Service Center, Bell Counter, and Concierge. Show less



Wynn Macau

• Macao
• Hospitality
• 700 & Above Employee

• Human Resources Internship Trainee

  • Jun 2017 - Sep 2017

  During my three month internship at Wynn Macau, I organized and managed all employee recreational events- basketball, soccer, badminton tournaments, family daytrips, blood drives, green incentive events, and others for more than 5000 employees along with a team of three. I was also able to create a side project which a monthly report template was implemented for the Employee Services division of the Human Resources Department. On top of those responsibilities, I responded to all incoming phone calls regarding employee services and events. Show less



Grand Teton Lodge Company

• Hospitality
• 1 - 100 Employee

• Front Desk Agent

  • May 2016 - Aug 2016

  Responsible for front desk services checking in and out 385 rooms everyday in a frequently fully booked property. When approached by guests in need, I was able to provide adequate service in a timely and professional manner. Towards the end of the season, our team was able to achieve a 90.6% Medallia guest service score, raising it by roughly 10% from the previous score of 80%. Responsible for front desk services checking in and out 385 rooms everyday in a frequently fully booked property. When approached by guests in need, I was able to provide adequate service in a timely and professional manner. Towards the end of the season, our team was able to achieve a 90.6% Medallia guest service score, raising it by roughly 10% from the previous score of 80%.



Target

• Mexico
• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Hardline

  • Jun 2015 - Aug 2015

  I provided exceptional customer service while directing customers to their target merchandise location. Maintained the proper amount of merchandise on the floor and reorganize shelves before closing. Timely responded to reinforcement calls when a team member was in need, and supervised and trained two new incoming team members. I provided exceptional customer service while directing customers to their target merchandise location. Maintained the proper amount of merchandise on the floor and reorganize shelves before closing. Timely responded to reinforcement calls when a team member was in need, and supervised and trained two new incoming team members.