Manager Front Desk

Yi (Judy) Chen

*** **** **. *** #** Boston, MA **215

617-***-**** • ********@*****.***

EDUCATION

Boston University, School of Hospitality, Boston, MA May 2018 Bachelor of Science in Hospitality Administration, GPA 3.45 EXPERIENCE

Yotel Boston, Boston, MA April 2018 – Present

Junior Mission Control Manager (Front Desk Manager)

• Handles guests’ complaints/issues.

• Attends daily department meetings and ensures open communication amongst departments.

• Handles and responds TripAdvisor reviews and follow-ups with guests if necessary.

• Balances the house when necessary.

• Works closely with the housekeeping team and F&B team. The Godfrey Hotel Boston, Boston, MA May 2017–Jan 2018 Guest Services Associate – Shift Lead

• Performed check-ins and check-outs.

• Calculated and posted monies, receipts, guest accounts and other forms of credit using OPERA.

• Managed arrivals detailed of special guests (VIPs, repeat guests, LQAs..Etc.) and prepares amenities accordingly.

• Balanced the house and determined whether or not to push the occupancy rate.

• Provided recommendations and suggestions for tourist attractions (concierge). The Bloomsbury Hotel, London, United Kingdom March 2017–April 2017 Sales & Marketing Intern

• Managed F&B and day-to-day operations within budget and to the highest standards.

• Designed menus and posters for private events.

• Hosted local events and activities in order to promote The Bloomsbury Club Bar.

• Managed all social media platforms for The Bloomsbury Club Bar and Restaurant. The Bloomsbury Hotel, London, United Kingdom March 2017–April 2017 Guest Relations Intern

• Analyzed customer feedback and provided strategic direction to improve overall rating.

• Responded to guests needs and anticipated their unstated ones.

• Oversaw and coordinated all arrivals and departures of special guests (VIPs, SAs, LQAs...etc.).

• Coordinated and managed communication between guests and staff and followed up to ensure complete service recovery.

• Promoted all amenities, conveniences and programs offered. The Hotel Veritas, Cambridge, MA April 2015–January 2017 Guest Services Associate

• Performed check-ins and check-outs of guests daily.

• Ran daily reports to check reservations for accuracy and identified any special requests.

• Anticipated and addressed guests’ service needs. Terrier Card Office, Boston University, Boston, MA September 2014–January 2017 Administrative Assistant

• Conducted administrative tasks including organizing materials, indexing documents, creating Excel spreadsheets, managing student records, and advising in student financial management.

• Operated as a customer service representative by answering student and parent inquiries, troubleshooting and answering phone calls for the office.

Facilities & Management Department, Boston University, Boston, MA September 2014 May 2015 Administrative Assistant

• Addressed and received general payroll-related inquiries.

• Filled accident reports to the state of Massachusetts.

• Coordinated travel schedules, accommodations and trip logistics for faculty and staff. Taiwan Life Insurance Co., Taipei, Taiwan June 2014 – October 2014 Sales & Marketing Intern

• Met with perspective clients to advise on financial plans utilizing knowledge of tax and investment strategies, securities, insurance, pension plans and real estate.

• Coordinated sales distribution by establishing sales territories, quotas, and goals to establish training programs for sales representatives.

SKILLS

Language: Proficient in Mandarin Chinese and Taiwanese, Conversational in Spanish Computer: Microsoft Office, OPERA, RoomMaster, MS Shift, KnowCross

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