Fiona Chow Email & Phone Number

Canton, Massachusetts, United States

Canton, MA, US

Canton, MA, US

Bethesda, Maryland, US

• Planned and serviced 3-10+ events per month inclusive of corporate group meetings, wedding room blocks, and internal hotel events
• Managed on-site meeting logistics and attended to client’s needs promptly to promote client satisfaction
• Supported four event managers with drafting convention resumes, detailing event orders, arranging pre-event meetings, VIP amenities and transportation, and other administrative tasks
• Curated client satisfaction (ESS) survey data to identify missed survey opportunities, determine areas for growth, and help generate initiatives to reach departmental goals
• Created daily reports to inform corresponding departments of the hotel’s daily and monthly functions, reader boards, parking report, banquet event orders, and new group quotes
• Managed and processed vendor invoices, commissions, and rebates in a timely manner; used BirchStreet software

Bethesda, Maryland, US

• Managed a department of more than 90 Local 26 Union employees, two coordinators, and four supervisors
• Supervised the daily operations of the housekeeping department and verified compliance with all housekeeping policies, standards, and procedures
• Held daily departmental meetings and communicated clear and consistent messages regarding departmental goals
• Redeveloped the rooms inspection program and increased GSS cleanliness scores by 16-25% from the year prior
• Handled the tracking, ordering, and receiving of inventory based on operational needs and monthly budgets
• Created the weekly schedule for all positions dependent on hotel operational needs, productivity goals, and budget

• Fulfilled the W check-in and check-out brand standards while exceeding guest’s expectations to improve GSS
• Answered inquiries regarding guest reservations, folios, hotel services and policies, and the local Boston area
• Practiced priority management when responding to guests’ requests, concerns, and complaints
• Coordinated special requests from guests to the appropriate departments in providing exceptional luxury service
• Demonstrated effective salesmanship to sell rooms and increase rooms revenue through upsells
• Handled all cash and credit card transactions including accurately posting charges and handling paid outs

Sydney, NSW, AU

• Researched the ASX looking for industry trends and identified companies that were worth prospecting
• Determined which local competitors in comp set were capturing higher market share and value
• Reviewed banquet event orders to ensure that all client event details were accurate and up-to-date
• Created all print and digital signage and menus for events in the hotel based on the clients’ requests
• Updated employee data and training record entries to keep information up-to-date
• Oversaw employee recognition programs and events such as Celebrate Service Week

Bachelor Of Science In Business Administration (B.S.B.A), Marketing

Bachelor'S Degree, Hotel Management

Bachelor Of Business Administration - Bba, Marketing