Michael Yau Email & Phone Number

Hyatt Place Overland Park/Metcalf

• Implements the actions necessary for ensuring the front-of-house operations are produced to the highest level of standards for its guests and employees.
• Effectively motivates, trains, and coaches front-line staff to ensure the hotel’s goals and objectives are accurately met.
• Collaborates with all other department heads and employees in order to assist in the execution of a consistent, seamless operation.
• Promotes positive guest and employee relations.
• Assists the General Manager and Assistant General Manager with the recruitment, hiring, training, and coaching of employees.
• Maintains complete knowledge of all department policies and service procedures.

Courtyard By Marriott Carolina Beach Oceanfront

• Oversaw the daily operations of the housekeeping department at 144-room, oceanfront hotel.
• Supported and supervised an effective inspection program for all guestrooms and public space.
• Maintained the impact of the department’s operations on the overall property financial goals and objectives.
• Supervised daily housekeeping shift operations and ensured compliance with all housekeeping policies, standards and procedures.
• Participated in departmental meetings and continually communicated a clear and consistent message regarding the departmental goals to produce desired results.
• Developed and implemented plans and procedures necessary to maintain the property’s short and long-term goals.

Courtyard By Marriott Carolina Beach Oceanfront

• Interacted directly with guests to process all facets of their stay including reservations, billing, and service requests.
• Took the necessary steps to positively resolve customer service issues in a timely manner..
• Proficient knowledge and use of “FOSSE” property management system software.
• Completed the ordering, inventory, and presentation of products for “The Market,” retail sales outlet of the hotel.
• Served as the communication hub between all departments of the hotel. Relayed data using private branch exchange, radio, and computer systems.
• Accomplished vital tasks for VIP contacts, fulfilling requests deemed necessary for the successful operation of group functions.

UNCW Department Of Sociology

• Guest lecturer, Class: REC 451 – Travel and Tourism, UNCW; Topic: “How to be a good tour guide.”
• Guest lecturer, Class: SOC 105 – Introduction to Sociology, UNCW; Topic: “The curious culture of the Flight Attendant.”
• Research project: “Not in my backyard! A study exploring the differences in a community’s perception of tourists.”
• Research project: “Doing it in the air and at home. Work and family interactions of flight attendants: an updated study.”
• Created interview scripts and questionnaires for research on human subjects.
• Conducted focus group research for project data collection.

Sales Department

• Observed strategies associated with the pricing of room rates, group bookings, and event sales.
• Assisted with solicitation of potential clients for association bookings, weddings, and leisure clientele.
• Created email documents for the purpose of maintaining on-going contact with clients.
• Prepared documents for email “blitz” promotion.
• Organized sample tour itineraries for use during prospecting of motor coach tour operators.
• Booked FAM tours for selected vendors deemed important for group events.

CVG, GSO, JFK

• Certified by the Federal Aviation Administration (FAA) to perform duties aboard Canadair Regional Jet (CRJ) 200, and CRJ 700 aircraft.
• Operated as the sole flight attendant aboard CRJ 200 aircraft seating 40-50 passengers.
• Functioned as part of a crew complement of two flight attendants aboard CRJ 700 aircraft seating 76 passengers.
• Liaison between flight deck crew, ground personnel, and passengers. Relayed necessary information between all parties.
• Inspected aircraft safety equipment including fire extinguishers, smoke hoods, oxygen tanks, and first-aid kits to ensure their reliable operation as regulated by the FAA.
• Charged with the supervision, loading, and inventory of galley catering. Prepared aircraft cabin environment. Ensured the cabin was presented in a clean and safe manner for passengers.

STL

• Certified by the FAA to perform duties aboard British Aerospace (BAe) Jetstream 41, Avions de Transport Regional (ATR) 42, ATR 72, and Embraer 145 Regional Jet aircraft.
• Operated as the sole flight attendant aboard BAe Jetstream 41, ATR 42, and Embraer 145 Regional Jet aircraft seating between 30 and 50 passengers.
• Functioned as part of a crew complement of two flight attendants aboard ATR 72 aircraft seating 64 passengers.

STL

• Certified by the FAA to perform duties aboard Boeing 717, 727, 757, 767; Douglas DC-9; and McDonnell Douglas MD-80, MD-82, MD-83 aircraft.
• Functioned as part of a crew complement of two to 14 flight attendants aboard aircraft seating between 100 and 204 passengers.
• On-board cabin service obligations achieved by modification of service sequences based upon scheduled amenity requirements, passenger load, and crew compliment.
• Organization and operation of food and beverage equipment for the delivery of services. Operated equipment for the re-animation of prepared foods.
• Undertook approaches to provide specialized, individual treatment of passengers in the domestic “Trans World First” and International “Trans World One” premium cabins.
• Efficaciously trained in routines related to superior in-flight experiences including multi-course dining, cocktail mixology, and sommelier duties.

STL

• Processed passenger ticket sales, reservations, check-in, and baggage handling via the “PARS” reservation software system. Managed monetary transactions via cash, credit, and check control procedures.
• Ensured correct documentation of seat allocation, customs declarations, and load control.
• Acted as the liaison between station personnel, station management, customer service agents, flight deck and cabin crews, and passengers by transmitting essential information.
• Coordinated the servicing of arriving and departing aircraft with ramp personnel.
• Operated jet way equipment.
• Oversaw implementation of boarding procedures to guarantee on-time departure of aircraft.

Bachelor Of Arts (B.A.), Recreation, Sports Leadership, And Tourism Management

Activities and Societies: Rho Phi Lambda, Recreation Majors Association, Recreation Majors Recruitment Panel, Study Abroad Ambassador.

Registered Nursing

High School