Stefan Li Email & Phone Number

中国 浙江省 杭州

中国 浙江省 杭州

1. Playing department head role as senior operation mananger2. Oversee over 100 lotus flash charge daily operation3. Deliver luxury charging services to target clients by setting up ultimate consumer experience journey, service framework4. Be responsible for charge station revenue , cost control

中国 江苏省 苏州

Job Responsibilities1. Be responsible to Guest experience, lead the team member to host the VIPs, maintain great guest relation, obtain the key touch point of guest journey as the opportunity to improve guest satisfaction and increase consumer loyalty. 2. Provide butler services to Villa guests 3. Restructure the department to meet business needs, to sharp one of the brand core value- Wellness4. Optimize department SOPs, to maintain high level service standard5. Key role on demonstrating true hospitality of the brand6. Be responsible for department profit & lossWork achievements1. Propose and complete Sangha VIP framework and service guidelines, that provides clear and streamlined directions to organization on VIP handling.2. Lead the team to stay focused on guest experience, optimize the procedure on guest satisfaction tracking, proactively set up the on line survey and proposed the survey yearly goal-settings, all of which are recognized by COO. 3. Actively and consistently created lots sparkle service stories by leading the team, and design the sparkle store handbook which provides inspirational and meaningful insights on guest experience. 4. Successfully host lot of business events and groups, received lot of appraisals from sales team and meeting organizers. 5. Initiate Wellness monthly newsletter, to convey wellbeing as brand value to consumer, that obtained full support from wellness team, brand team and COO.6. Initiate department staff empowerment guidelines to motivate the team member ownership and improve the productivity on compliant handling. 7. Committed to talent succession plan, develop two high-potential talent on 2022

China Shanghai

• Plan and organise Content Management System (CMS) global con-calls, participate in tasks assigned, speaking on behalf of Greater China’s needs and requirements• Responsible for developing and updating CMS and OBSM training materials in bilingual for Greater China ensruing accuracy and key stakeholder sign-off.• Conduct Standards process and systems training as well as any ad-hoc training to new users when needed. • Lead development work and supervise brand standards data onto CMS within assigned timeframes.• Organise brand standards meetings or workshops i.e. regularly Regional Standards Committee meetings and follow-up as appropriate, cross-brands standards workshops.• Responsible for standards reviewing and translation.• Complete and/or coordinate global and regional activities related to assigned special projects;assist in establishing project timetables, action steps and status updates; follow-up, as appropriate,to ensure timely execution to meet established deadlines.• Organize and project manage cross-functional experts/stakeholders and meetings to gather input and results, resolve issues and deliver appropriate standards for each brand, which meet Global Brand framework requirements and regional needs and timelines.• Support processes to track, report and action the Standards development and implementation process for Greater China.• Answer inquiries related to daily activities/programs of work area, and act as a liaison between assigned work area and internal or external contacts to convey appropriate information.• Complete other administrative tasks like scheduling con-calls, preparing and/or meeting minutes

中国 上海

• Be responsible for Front Office daily operation• Le Club Champion• Welcome Program Champion• Lead as example, to create Consu Main Story and make guest feel welcome • Rebuild the team and reduce the turn over rate at reasonable range

Nanjing

• Be responsible for Front Office daily operation• Le Club Champion, Successfully complete all Le Club KPI• Welcome Program Champion• A.C.D.C. Champion• Set positive sample for Pullman connectors，got much praised by guests• Being consistently contributed to VOG Score improvement• LQA Score 92, Member Audit Score 97, Upsell increased revenue is 3.5% of RoomRevenue, Best Increased in First stay recruitment winner at 2017• Annual Outstanding Team Winner at 2017• Best performers at Annual Party at 2017

Nanjing

• Assist FOM to complete hotel pre-opening tasks• Be responsible for Front Desk/ Welcomer/Executive lounge operation

Pre open hotel, draft FO training plan, Assist FOM to design Reception and Club IC counter, In the Know program, Pre-Open Club InterContinental, Up selling program, Unique Guest experience. Work better together to create great InterContinental guest love.

中国 福建 福州

Be responsible for Front office daily operation, Conduct relative training for each Front office members, Help Hotel to Max room revenue. Cost controller of Front office. Participate Succession plan and orgernize training. Keep smooth conmunication with other department. Deal with serious complain. Maintain service quality. Complete any other tasks assigned by GM and DOR

Wuxi, Jiangsu, China

Assist FOM to pre-open Executive Floor, Lead Executive floor team to provide excellent services to executive floor guests. Conduct section training for team member, be responsible for executive lounge daily operation, control executive lounge costs and participate monthly P&L meeting, Keep good realtionship with executive floor guests.

Wuxi, Jiangsu, China

Satisfy Executive floor guest by fufill their requests, so as to make their stay to be delightful. Participate related training to make myself to be more professional.