Crystal Cham Email & Phone Number

Vancouver, British Columbia, Canada

Operto, the world’s leading property automation and IoT operating system for vacation rentals, hotels, and serviced apartments is revolutionizing guest stays and hospitality management. Through technology that connects teams, guests, managers and smart devices; Operto addresses common friction points to provide fully seamless and personalized stays - creating greater efficiency, guest satisfaction and more revenue.- Craft user stories, acceptance criteria, and user journey diagrams. - Prioritize product backlog to optimize task execution and focus on critical objectives.- Manage incoming bug tickets, replicating and conducting thorough impact assessments to prioritize into sprint or backlog.- Create comprehensive test cases for new features and enhancements, performing collaborative testing with developers and the QA team to ensure seamless functionality across multiple platforms.- Simultaneously lead both Scrum ceremonies and Kanban on two development teams, resolving daily impediments to meet goals.- Streamline deployment timeline from 3+ weeks to weekly cadence by breaking down development tasks and coordinating with teams.- Collaborate with Senior Product Managers, UI/UX Designers, and external stakeholders to innovate hotel and short-term rental solutions, ensuring requirements are met and managing feedback loops for continuous improvement.- Utilize Jira and Confluence for project management and development tracking, overseeing IoT, PMS integrations, and client-facing features such as guest verification, security deposit payments, messaging, and other essential functions on the Operto platform.

Vancouver, British Columbia, Canada

- Globally onboard clients in North America and Europe to the Operto platform, including setup of IoT devices like locks and sensors- Resolve client issues regarding PMS connections, IoT devices, and platform functionality.- Establish bug ticket escalation process to streamline communication with the Development Team.- Develop client-facing documentation for onboarding and issue troubleshooting.- Manage client support tickets efficiently using Airtable and Zendesk.

Vancouver, Canada Area

- Provide hospitality consultation to partners, advising on property management and OTA strategies.- Drive acquisition of 550+ accounts, transitioning non-hotel accommodations to Elevate Rooms brand.- Reduce onboarding processing time by 66% through form layout optimization.- Secure highest signed commission per contract globally among 9 market managers.- Enhance product and procedures through proactive feedback solicitation from colleagues and partners.- Utilize HubSpot CRM for team growth monitoring, deal tracking, and customer data management.

Vancouver, Canada Area

- Acquired 100+ accommodation partners throughout Canada to join Booking.com- Analyze partners' data and competitor rates to devise occupancy and rate optimization strategies.- Educate partners on online travel trends and market dynamics for strategic planning.

Vancouver, Canada Area

- Resolve partner complaints concerning overbooking, parity, connectivity, and invoicing.- Conducted in-person, over-the-phone, and webinar trainings on the Booking.com platform, resulting in the opening of over 90 accounts in a quarter.- Organize partner academies with up to 90% attendance rate, leveraging Mitingu for registration and communication. - Achieved the designation of BookingSuite Ambassador, educating colleagues and external partners on BookingSuite SaaS products and digital marketing.- Assist partners in business growth by offering diverse promotional strategies.- Adapt to continual changes within the Booking.com system and procedures, proactively learning new tools to advise colleagues and accommodation partners.

Vancouver

- Conduct training sessions for new agents, ensuring they adhered to hotel policies and procedures.- Advised guests about our special facilities and services to increase reservation conversions and occupancy rates.- Efficiently managed over 90 daily check-ins/check-outs, minimizing guest waiting times.- Review credit reports to ensure guest accounts maintained adequate funds throughout their stay.- Actively listened to guests' problems and initiated solutions, such as providing complimentary breakfast, to enhance guest satisfaction and reduce complaints.- Foster seamless interdepartmental communication to enhance guest experiences.- Execute emergency procedures calmly and promptly, prioritizing guest safety during crises.- Promote the IHG Rewards Program, securing top enroller status with an average of over 30 enrolments per month.- Received recognition from Vancouver Tourism in 2013 for delivering exceptional guest service

Vancouver, Canada Area

- Participate in the promotion of financial planning seminars by conducting marketing research to locate leads and prepared marketing material- Initiate phone calls and built rapport with prospective companies - Input data to automated spreadsheets

Vancouver, Canada Area

- Activate new customers by first listening to the customers’ needs and afterwards recommending phones and plans that best suit their needs- Service existing customers and resolved their complaints through active listening and acknowledging their situation- Up sold customers by advising how the benefits of the additional features could meet the customers’ needs

Vancouver, Canada Area

- Efficiently manage over 90 daily check-ins/check-outs, minimizing guest waiting times.- Foster seamless interdepartmental communication to ensure exceptional guest experiences.- Execute emergency procedures calmly and promptly, prioritizing guest safety during crises.

Vancouver, Canada Area

- Establish a sales force by on campus recruiting and marketing.- Mentor and develop new sales representatives by delivering sales speeches and providing representatives shadowing opportunities.

Vancouver, Canada Area

- Initiate new client relationships through referral generation, initially establishing rapport before presentations.- Foster customer relationships through attentive listening, understanding, and acknowledging their needs.- Enhance communication skills and expanded a customer base of over 150 individuals.- Improve sales technique through workshop attendance, resulting in generating $28,000 in career sales.

Vancouver, Canada Area

- Process reservations, increasing occupancy rates by advising guests of our special facilities and services.- Deliver excellent guest service by attentively addressing their wants and needs throughout their stay.- Adapt promptly to a new property management system.

Vancouver, Canada Area

• Proven adaptability skills by efficiently working in two positions within the organization• Promptly cleaned each guest room within 30 minutes• Ensured the housekeeper’s cart was always stock with appropriate supplies

Bachelor Of Commerce (Bcom), Service Management

Education record

Participated in a 4 month international exchange program to Kaohsiung, Taiwan

Hospitality Diploma, Hotel And Restaurant Management

Hospitality Diploma, Hospitality Administration/Management