Monica Zhang's Location
Guangzhou, Guangdong, China, China
Monica Zhang's Contact Details
Monica Zhang work email
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- Valid
Monica Zhang personal email
n/a
About Monica Zhang
从事酒店行业近十年，转换赛道进入培训行业依然可以逆风成长的职场姐姐，全凭一腔热血，一身蛮力。
Monica Zhang Work Experience Details
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Senior Center DirectorEf英孚教育 Jul 2018 - Present广州 -
Operations Manager Of Starwood Customer Contact Center喜达屋 Dec 2014 - Jul 2018 -
Front Office ManagerW Guangzhou Apr 2014 - Dec 2014Guang ZhouFully in charge of Welcome Office recruitment & hiring. Create staff personal folder to keep proper track of operational performance (Guest compliments, complaints, misconducts, warnings etc.)Coordinate with other departments to follow up changeling financial cases and serious guest complaints.Spot check VIP rooms cleanliness status to ensure up to standard.Coordinate with Director of Welcome to conduct mass cleaning and maintenance on floors regularly. Conduct monthly inventory check for Welcome Office property.Draft SOP & HID for Welcome Office.Roll out the skill training and operational training to entire team.Champion for Guest Experience Index project to hold weekly meeting with all department head to tackle each complaint with action plan.Champion for upsell project to lead Welcome Office Team reaching the yearly target. Make plan for yearly budget and forecast based on historical record. -
Guest Services Manager澳门喜来登金沙城中心酒店 Feb 2012 - Apr 2014MacaoAs one of the core members in pre-opening team(hotel opened on 21st Sep 2012), assist HR department to conduct interview and hire more than 300 associates for Front Office department in local and oversea job fairs.Due to outstanding performance, certified by Starwood cooperate as Property Service Culture Trainer, in charge of departmental training for the whole front desk section with over 150 associates.In charge of 36 front desk counters design including office supplies procurement.Lead a team to work on operation excellence (6 Sigma) project to increase the efficiency of check in and check out.As the upsell project champion, lead front desk team to reach upsell monthly revenue target of MOP 1,000,000.Involve heavily in GEI/Guest Experience Index to review and share guest’s on line feedbacks daily to whole team. Under lean management concept to constantly optimize operation procedures. -
Assistant ManagerSofitel Luxury Hotels Asia Pacific Jul 2009 - Feb 2012MacaoParticipate in daily operational meeting to brief each section with the arrival status, such as group, VIP and special attention guests.During peak hours of check-in and check- out, standby in lobby to overlook the traffic in lobby.Representing hotel management team to greet and see off VIP guests.Work closely with House Keeping and Engineering departments to make sure all the available rooms are in good condition.Prior to VIP’s arrival, inspecting the rooms to ensure the cleanness is up to standard and the welcome amenities are set up properly.Check all front desk staff’s grooming in order to give guest impeccable impression at any time. Following up with Due Out room to guarantee guest paying the bill in a timely manner.Handle DND room and L& F items on daily basis.Assist Front Office Manager to bring up constructive proposals.Record down the on day complaint in property on internal log with follow up and follow through service recovery. -
Guest Relations Manager喜来登 Apr 2008 - Aug 2009DongguanMainly responsible for all the guests’ complaints. Following throughcases with the mindset ”small is big” and serve the guest with passion and care.Set SPG enrollment and point redemption target daily to encourage GSAto achieve the daily goals.Work closely with financial department to deal with guests’ billing.In the daily section meeting highlight the groups, VIPs and other issue deserved immediate attention in order to play team work to provide the excellence of service.At the check in and check out peak hours, standby in lobby to diver the Flow and predicting the needs of guests and come up to serve.Work closely with HSKP to investigate “DND” rooms to prevent anyaccident happened to guests. To take up responsibility when encounterthe complaints regarding on facility and cleanness.
Monica Zhang Skills
酒店管理
酒店经营管理
交易大厅
收入分析
款待业
房务部
食品和饮料
开盘前
Micros
Frequently Asked Questions about Monica Zhang
What company does Monica Zhang work for?
Monica Zhang works for Ef英孚教育
What is Monica Zhang's role at the current company?
Monica Zhang's current role is Center Director.
What is Monica Zhang's email address?
Monica Zhang's email address is mo****@****els.com
What schools did Monica Zhang attend?
Monica Zhang attended 广东外语外贸大学, 广东外语外贸大学.
What skills is Monica Zhang known for?
Monica Zhang has skills like 酒店管理, 酒店经营管理, 交易大厅, 收入分析, 款待业, 房务部, 食品和饮料, 开盘前, Micros.
Who are Monica Zhang's colleagues?
Monica Zhang's colleagues are Eleanor Mullins, Joshua Onororakpene, Yousef Ali, Syifany Octavia, Catalin Gavan, Valentina Giovani, David Mendez.
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Monica Zhang
Meltwater - Business Development Representative & Global Media Intelligence SolutionsShanghai, China -
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