Michael Lv Email & Phone Number

中国 海南省

中国 海南省

Sanya

As AFOM, I fully in charge Front Desk, Duty Manager, Call Center, Loyalty. Front Office team reached excellent performance with my leadership in 2019. And Now I'm contributing myself to go through the 2019-nCoV period full of challenge with FO team. ➢ Drive GV to 81.9, reached K goal and over 1.9% in 2019;➢ Drive CTRIP and improved CTRIP ITR from 4.7 to 4.8 in 2019;➢ As Upsell Key Driver, drive upsell to reach hotel SP goal (Revpar3.42);➢ Elite Appreciation over K goal 5.0… Show more As AFOM, I fully in charge Front Desk, Duty Manager, Call Center, Loyalty. Front Office team reached excellent performance with my leadership in 2019. And Now I'm contributing myself to go through the 2019-nCoV period full of challenge with FO team. ➢ Drive GV to 81.9, reached K goal and over 1.9% in 2019;➢ Drive CTRIP and improved CTRIP ITR from 4.7 to 4.8 in 2019;➢ As Upsell Key Driver, drive upsell to reach hotel SP goal (Revpar3.42);➢ Elite Appreciation over K goal 5.0, reached 79.2, and Check In Experience over K goal 2.9, reached 80.2. As Marriott Bonoy Champion, completed member program in advance in 2019.➢ EES (Employee Engagement Score) was 100% in 2019;➢ Passed BSA（Brand Standard Audit）and Jinmao Audit in 2019;➢ Star Audit score was 100 in 2019;➢ Chat respond in 3Mins reached K goal in2019;➢ Reduced Drop off call rate in 3% in 2019;➢ As Opera Champion, in charge ERS program with Revenue, Reservation department in July 2019. Show less

Sanya Hainan

As FDM, I devoted myself to team building and excellent service delivery. With my leadership, FD team gained a great achievement.➢Drive upsell, reached RMB770,000, over budget RMB70,000 in 2018;➢ Reduced FD turnover from 55.5 in 2017 to 17.o in 2018;➢ Pushed GV, ranked NO.5 in AP 2018;➢ Completed member program goal, earned four quarters. member program incentive in 2018；➢ EES (Employee Engagement Score) was 100% in 2018;➢ Star Audit score was 100 in 2018;➢ In… Show more As FDM, I devoted myself to team building and excellent service delivery. With my leadership, FD team gained a great achievement.➢Drive upsell, reached RMB770,000, over budget RMB70,000 in 2018;➢ Reduced FD turnover from 55.5 in 2017 to 17.o in 2018;➢ Pushed GV, ranked NO.5 in AP 2018;➢ Completed member program goal, earned four quarters. member program incentive in 2018；➢ EES (Employee Engagement Score) was 100% in 2018;➢ Star Audit score was 100 in 2018;➢ In charge KSI system development program what can connect OPERA, PSB, and face recognition, and made the work standard accordingly;➢ Dealt with hotel innovation count down, to hotel promotion package discussion including CTRIP FLASH,10 years anniversary event.Drive upsell, reached RMB770,000, over budget RMB70,000 in 2018;➢ Reduced FD turnover from 55.5 in 2017 to 17.o in 2018;➢ Pushed GV, ranked NO.5 in AP 2018;➢ Completed member program goal, earned four quarters. member program incentive in 2018；➢ EES (Employee Engagement Score) was 100% in 2018;➢ Star Audit score was 100 in 2018;➢ In charge KSI system development program what can connect OPERA, PSB, and face recognition, and made the work standard accordingly;➢ Dealt with hotel innovation count down, to hotel promotion package discussion including CTRIP FLASH,10 years anniversary event. Show less

Sanya Hainan

➢ Anticipation and fulfillment of each guest’s needs.➢ Greeting and fond farewell to VIP guest.➢ Own and immediately resolve guest problems.➢ Work as MOD, patrol hotel, check hotel ENG and CLEANLINESS defect, check staff Grooming.➢ Supervise FD,CON,GRO to work as usual after section head duty off.➢ Manage FD daily work, push Upsell, Email collection, Member enrollment.➢ Do daily blind drop for hotel Cashier.➢ Organize FO shift meeting, share CTQ and case study.➢… Show more ➢ Anticipation and fulfillment of each guest’s needs.➢ Greeting and fond farewell to VIP guest.➢ Own and immediately resolve guest problems.➢ Work as MOD, patrol hotel, check hotel ENG and CLEANLINESS defect, check staff Grooming.➢ Supervise FD,CON,GRO to work as usual after section head duty off.➢ Manage FD daily work, push Upsell, Email collection, Member enrollment.➢ Do daily blind drop for hotel Cashier.➢ Organize FO shift meeting, share CTQ and case study.➢ Review MRBIV and CTQ with HM or DOR every morning.➢ Attending daily ROOMS meeting, share service defect happened in ROOMS, report MOD LOG BOOK, discuss revolution for excellent service.➢ Through my effort, my guest praise me via writing Thanks Letter, E-mail and web comments; my colleague believe me and happy to working with me due to my strong responsibility; my manager believes and depends on me, HM wrote FIRST CLASS personally for me. Show less

Sanya Hainan

➢Handling hotel guest complaints and emergencies；➢Assisting FOM to manage the daily affairs；➢Supervising the FO service, finding the problems and solving them；➢Maintaining hotel security environment and the hotel brand image；➢Presiding over the meeting succession and the relevant training；➢VIP reception；➢Be in the front office responsibility when the manager is out;➢In October 2012 I joined in Mangrovetree as a receptionist,depending on my good OPERA skills and work… Show more ➢Handling hotel guest complaints and emergencies；➢Assisting FOM to manage the daily affairs；➢Supervising the FO service, finding the problems and solving them；➢Maintaining hotel security environment and the hotel brand image；➢Presiding over the meeting succession and the relevant training；➢VIP reception；➢Be in the front office responsibility when the manager is out;➢In October 2012 I joined in Mangrovetree as a receptionist,depending on my good OPERA skills and work experience in front desk,I was very well in the reception work quickly.At the same time,as a receptionlist,I often help my colleagues and complaint guests to resolve the problem.so I make an good impression on FOM.Half a year later,I promoted to be GRO. Although as GRO,I always did GSM work.I show stong sence of responsibility and leadership.especially,during two months of villa vip service, I got AGM praise.In june 2014,I promoted to be GSM.As GSM,I deal with guest drowing ,food poisoning and the hotel bus traffic accident.Another hand,I help FDM to mannager FD,and make sure that FO always is good. Show less

Sanya Hainan

➢Delivering excellent Check-in experience for guest;➢Delivering excellent Check-in experience for guest;➢Fulfillment of guest request;➢Foreign exchange and offer guest inquiries service; ➢Helpping guests to solve problems,etc ➢My work ability is outstanding.I work in the article, and have good leadership and organization skills.I get the guest's high praise so many time due to always deliver excellent service.soon,I was praised by my leader. eight months later,I promoted to… Show more ➢Delivering excellent Check-in experience for guest;➢Delivering excellent Check-in experience for guest;➢Fulfillment of guest request;➢Foreign exchange and offer guest inquiries service; ➢Helpping guests to solve problems,etc ➢My work ability is outstanding.I work in the article, and have good leadership and organization skills.I get the guest's high praise so many time due to always deliver excellent service.soon,I was praised by my leader. eight months later,I promoted to be GRO Show less

Sanya Hainan

➢Making good first impression;➢Providing limousine service,luggage service and inquiry service;➢Establishing good hotel staff image;➢Deivering hotel item for guest.