Dear Sir/Madame,

I am interested in and would like to apply for the position of General Manager.

I am presently a Director of Operations at the Embassy Suites South San Francisco where I am responsible for the following departments over the past years – 2015 to present:

-Finance

-Front Office Operations

-Housekeeping

-Property Operations

-F & B

-Security

From 2010 to 2015, I was at the Hilton Atlanta Airport holding positions of increasing responsibilities from Supervisor to Manager Front Office then to General Operations Assistant Director where I was responsible for the following departments:

-Front Office Operations

-Guest Services Department

-IT Department

In 2015, the Senior Leadership at Hilton requested my assistant in overseeing the Doubletree Prune yard Hotel in Campbell, California as an interim GM during the hotel’s major renovation period which included a new Hotel Restaurant. The challenge was big but I delivered the results and opened the hotel with its first time restaurant as scheduled.

I was invited to attend the Senior Ops Mentoring Program 2016/2017 under the mentorship of Tracy Walker, Area GM - San Diego. This program has been a great opportunity for me to enhance my professional development and a stepping stone for me to move forward

with my career in the hotel industry and most importantly has inspired me to apply for this position as I am confident that I have the ability and the will to succeed.

I have proven record of increasing Trip Advisor Score and have been awarded twice as the winner of 2013 and 2014 Excellence of Service.

I have been taken positions of increasing responsibilities over the past 7 years.

I am convinced that with my strong leadership skills, customer services skills, human resource skills and my ability to cooperate and collaborate with all departments within the Hilton family coupled with my understanding of the Hilton’s corporate culture that I would, one day, take your hotel to the next level of success.

Prior to joining the Hilton Hotel, I’ve had 15 years of experience working as a Curriculum Developer at Northwest Airlines In-Flight Training Department.

Sincerely,

Miah Yoo

Director Operations

Embassy Suites South San Francisco

Name: Miah Yoo

5456 Dekker Terrace

Fremont, CA 94555 USA

Home phone: 612-***-****

Cell Phone: 650-***-****

Email: ac0hn6@r.postjobfree.com

Employment History

Embassy Suites Hotel: 07/2015 to current, Director Operations

Lead, direct and manage all Hotel operations

Budgeting, forecasting, strategic planning

Leading service initiatives and managing balanced

scorecard performance

Leading and developing the executive team

Oversee service quality, operational efficiency, guest

satisfaction, standards compliance

Recruit, interview and train team members

Double Tree Hotel: 01/2016 to 03/2016, Interim GM

Oversee service quality, operational efficiency, guest

satisfaction, standard compliance and service and

financial measurements

Budgeting, forecasting, strategic planning

Overseeing Sales and Marketing initiatives and leading

and developing the executive team

Leading service initiatives and managing balanced

scorecard performance

Opened a full service restaurant

Hilton Hotel: 11/2012 to 07/2015, Assistant Director Front Office Operation

Hilton Hotel: 06/2011 to 10/2012, Front Desk Manager

Responsibilities: Oversees front desk operations

Hires and Trains new Guest Service Agent

Prepares Scheduling and forecast for Hotel needs.

Trains, supervises, schedules and evaluates staff

Monitors lobby traffic to make staffing adjustments

accordingly

Resolves customer complaints

Hilton Hotel: 08/2010 to 05/2011, Front Office Supervisor

Responsibilities: Oversees front desk operations

Provides guest service, guidance and leadership

Assigns and instructs team members in details of work

Trains, supervises, schedules and evaluates staff

Monitors lobby traffic to make staffing adjustments

accordingly

Resolves customer complaints

Embassy Suites Hotel: 04/2009 to 10/2009, Guest Service Agent

11/2009 to 07/2010, Guest Service Agent/

Assistant Accountant

Responsibilities: Completes the registration process

Promotes & administers Hilton marketing Program

Ensure rooms & Services are accounted for

Receives requests from guest & respond appropriately

Field guest complaints & develop the most effective

solutions

Identify problems & choose the best course of action to

resolve

Northwest Airlines: 12/1991 to 10/2008, Flight Attendant/Curriculum

Developer

■ 2007 to 10/2008: Curriculum Developer for CBT and HOT

■ 1998 to 2006: Initial Training Instructor at MSP Inflight Training

Department

Responsibilities: US Initial Training Administrative Assistant

US Initial Training Instructor

Pacific Training Lead Instructor, Administrator

for Initial, HOT and GST

Transition Training Instructor on 757 and A330

Program

Trainer for US Probationary Training Instructor

2005 Contingency Initial Training Instructor

Pacific Division Probationary Program Mentor

Trainer for Pacific Division Train the Trainer Program

Trainer for Pacific Division Main Cabin Lead Program

■ 1995 – 1998: Pacific Division Main Cabin Lead FA

■ 1991 – 1995: Pacific Division FA

Education History:

Yon Sei University, Seoul, South Korea

Bachelors of Arts, 03/1991

Major: English Literature and English Language

Minor: Teacher’s Credential in English education

Job Specific Training and Qualification:

Property Management Training by Hilton Hotel

Cross Training in Sales, Revenue, and Finance by Hilton

Hotel

Night Audit Training by Hilton Hotel

Trainer Certificate from NWA Inflight Training

Teacher’s Credential in English Education

from Yon Sei University, Seoul, South Korea

Honors, Awards and Special Accomplishment:

2016: Invited to attend Senior Ops Mentoring Program for

2016/2017

2012: The best Manager Award at Hilton hotel

2011: April Pride award nominee at Hilton hotel

2011: Blue Energy Guest Relations Champion

2010: November Pride award nominee at Hilton Hotel

2010: Awarded as Embassy Suites the Best

Employee

2009: 2009 Winner of catch me program (Hilton Hotel Best

Service award) at Embassy suites hotel

2007: SAFA of the year Recognition Award

2005: Flight Attendant Recognition Award by President

Doug Steeland

1998: Professional Image Award in Excellency

1995: Award of Excellency in Service

1994: NWA Inflight Representative at KLM World Fair

Dear Mr Piscola,

This is the second time I have written to you to commend one of your employees for outstanding service at the Hilton Atlanta Airport. The first time was for one of your exchange employees from Germany, Martin, who unfortunately is no longer with you. This time my comments are directed towards Ms Miah Yoo, one of your front desk managers.

My interaction with Ms Yoo came as a result of problems with housekeeping service at the hotel. What could have turned out to be a very negative experience instead turned out to be an extremely positive one for me; and the sole reason for that was Miah Yoo.

As you may know, I am a regular guest at your property as a result of work at Ft McPherson. I fly in from Colorado 4-5 times a year and stay anywhere from 4 nights to 10 nights. I have always been treated like family at your hotel and consider many of your employees good friends: Evelyn, and Diana in the Magnolia grill, Diane in the lounge downstairs, Virginia in the executive lounge just to name a few. Any time I had a special request such as a late checkout or servicing the room at night, it was handled quickly and efficiently. That was why I was so surprised and disappointed about what happened on this visit, 10-19 April.

After the first few nights I was assigned the night shift, so as usual I went to the front desk on 14 April and asked if starting on the 15th my room could be cleaned at night. Notes were made and I was assured that it would be done. I slept during the day on the 15th, went to work, and when I returned at 6:30 AM on the 16th, I found my room in the same state I left it: dirty towels, trash and unmade bed. I went to the front desk and informed the staff. They apologized and indicated that there was obviously a miscommunication. They also said the housekeeping was not in yet but could do it when they arrived. Since I was tired, and there were still enough towels in the room I said I would just have breakfast and go to sleep. I was assured that this would be taken care of that night. You can imagine my shock and utter disappointment when I came home at 6:30 AM on the 17th to find that absolutely nothing was done to my room.

Tired though I was, I felt I needed to speak with a manager and that is how I first met Miah Yoo. She listened to my story with obvious shock and understanding. I could tell that she was someone who cared and would get things done. I told her I was going to have breakfast and she stated that while I was dining the bed would be made, trash removed and fresh towels put in. Twenty minutes later she came to my table, apologized again, told me the room was ready, and assured me she would personally see to it that it would not happen again . Upon returning to my room there was another apology card, and a coupon for a free movie in the room. That was very nice. However nothing could have prepared me for what I encountered when I returned at 6:30 AM on the 18th.

As I was walking down the hall to my room I noticed that every room had a newspaper in front of it but mine. I was preparing myself for the worst when I opened the door. To my utter amazement there was a breakfast tray waiting for me with the newspaper on it. The tray had fresh fruit, yogurt, cereal and milk. Just what I had the previous morning. There was also a very touching personal note from Miah on behalf of the hotel. David, I forgot all about being tired or disappointed, I was just overwhelmed by this touch of class and thoughtfulness. I went downstairs and personally thanked Miah and told her that she had turned this negative experience into one of the most positive memories I will have. I asked her how she knew what I liked for breakfast, and she indicated that she took note of this the previous morning when she came to talk to me. What an incredible person!

I saw her again at checkout, as did my friend Gen Paul Lebras who was also hugely impressed by Miah through her friendliness towards him on his visits with me. Miah is a one in a million employee. I can’t praise her enough. Please take care of her and don’t lose her. I don’t know when we will be back at your property as Ft McPherson is closing and we may have to go somewhere else to support the organization. That saddens me, as I never felt more comfortable at a property than I did at yours over the last three years. Please know that I will never forget my outstanding stays at the Airport Hilton, and I will always remember how Miah Yoo turned disappointment into happiness through her attention to detail and personal touch. Please let her know how much she means to me and Gen Lebras.

Thanks for your time, and if I am ever again in Atlanta, you know I will be a guest at your property.

Sincerely,

James P ( Jim ) DeLoughry

Col, USAF, (Ret)

8325 Alpinview Way

Colorado Springs, CO 80919

ac0hn6@r.postjobfree.com

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