Joyce Chun Email & Phone Number

Chicago, Illinois, United States

Chicago, Illinois, United States

Chicago, Illinois

• Conducted field-level examinations domestically and internationally to enhance brand standards and quality assurance service within Marriott Inc. & Highgate Hotel’s diverse brand portfolio.• Additionally, assisted in engagement with professional sports teams and developed number of soft skills in project management, communication and report analysis. • Exercised detailed and proficient judgment in evaluating clients’ business operations and service while interacting with property… Show more • Conducted field-level examinations domestically and internationally to enhance brand standards and quality assurance service within Marriott Inc. & Highgate Hotel’s diverse brand portfolio.• Additionally, assisted in engagement with professional sports teams and developed number of soft skills in project management, communication and report analysis. • Exercised detailed and proficient judgment in evaluating clients’ business operations and service while interacting with property management/owners to review assessment data and recommend strategies for improvement.• Consistently received over 95% performance ratings on the General Manager surveys after completion of each evaluation. Show less

Greater Chicago Area

• Directed all activities of the Housekeeping Department and communicated with other departments to ensure the completion of guest and colleague satisfaction.• Assisted in monitoring and evaluating ~60 housekeeping colleagues in performance and their duties; ensuring compliance with housekeeping/maintenance brand and corporate procedures.• Determined and maintained the department work schedule based on events and insure proper coverage.• Reshaped housekeeping inventory tracking to… Show more • Directed all activities of the Housekeeping Department and communicated with other departments to ensure the completion of guest and colleague satisfaction.• Assisted in monitoring and evaluating ~60 housekeeping colleagues in performance and their duties; ensuring compliance with housekeeping/maintenance brand and corporate procedures.• Determined and maintained the department work schedule based on events and insure proper coverage.• Reshaped housekeeping inventory tracking to ensure efficiency and cost effectiveness for hotel linen, guest and cleaning supplies to par. Show less

Greater Chicago Area

• Performed as Manager on Duty, overseeing all operations of Front Office, Concierge, Bell Desk & Communications Center.• Mentored and assisted the front desk agents with guests checking in and checking out of the hotel, upselling the property’s enhanced services, while proactively anticipating the guest’s needs.• Assisted in the daily maintenance of room inventory status to achieve optimal level of revenue while maintaining high levels of operational excellence.• Achieved highest… Show more • Performed as Manager on Duty, overseeing all operations of Front Office, Concierge, Bell Desk & Communications Center.• Mentored and assisted the front desk agents with guests checking in and checking out of the hotel, upselling the property’s enhanced services, while proactively anticipating the guest’s needs.• Assisted in the daily maintenance of room inventory status to achieve optimal level of revenue while maintaining high levels of operational excellence.• Achieved highest sell-out efficiency in central region of Hyatt brand for 2nd Quarter in 2017.• Maintained a top 20 ranking in Chicago market on TripAdvisor through ongoing coaching, accountability and transparency. Show less

Greater Chicago Area

• Promoted from Front Desk Manager to Front Office Manager within 11 months of employment.• Implemented, and maintained Front Desk upsell program to generate additional room revenue; over 200% increase in upgrade revenue in comparison to the previous year. • Improved TripAdvisor ranking by 40 positions through mindful training, coaching and counseling.

Greater Chicago Area

• Accountable for effortless and seamless movement of guests in and out of the 752-room hotel, ensuring all guests are being treated in an efficient and courteous manner and that all Starwood standards are being applied • Upheld smooth operation of the Front Desk, Service Express, Bell Desk and Concierge areas. • Trained new and current service staff to focus on delivering a quality customer experience.

Las Vegas, Nevada Area

• Directed day-to-day operations of the Front Desk, Bell Desk/Valet, and In-room Dining at a 181-room boutique property.• Ensured compliance of brand standards, operating procedures and policies, and high quality service standards are maintained.• Ensured guest issues are resolved in a timely and satisfactory manner that exceeds guests’ expectations

Las Vegas, Nevada Area

• Part of pre-opening team ensuring exceptional customer service in accordance with the property’s core standards at a 4004-room AAA Five Diamond resort. • Selected for Forbes Five Star Training consisting of gracious and personalized arrival and departure service standards.• Lead and managed the execution of all convention reservations ranging from 25 to 4K attendees and established training guidelines that assisted in development of new team members.

Bachelor Of Science (B.S.), Food Service Management

Activities and Societies: Golden Key International Honor Society

Bachelor Of Science (B.S.), Hospitality Administration/Management

Activities and Societies: Golden Key International Honor Society