• Rotated throughout various departments including Front Office, Sales, Revenue Management, and HR, to get an overall understanding of the operation• Acted as a front office manager on duty resolving all guest complaints and requests for up to 400 guests• Assigned work schedules to 6 team members ensuring F.O fully operated • Analyze all of the up-sells in the hotel from the last 6 months to determine the major source of revenue. Tracked and scheduled all up-sells opportunities for 4 months to improve extra room revenue• Assisted with HR managers to introduce and coach new hiring interns to complete basic orientation training• Contacted 6 new local businesses per week in Nanjing area to extend new partnership opportunities• Communicated the date for next half year with sporting events, musical concerts, and large conferences in Nanjing area• Responded online comments on Ctrip public page and called them if necessary• Created the daily pick-up report and assisted revenue manager to optimized the rate plan and overbooking inventory to increase Occupancy, ADR, and RevPar.

• Greeted guests in a friendly and professional manner• Up-sold chef special, specialty beverages, and weekend desserts to provide high-level customer service• Followed-up with guest tables and quickly fulfill additional guest requests• Worked with kitchen staff to ensure guest orders were prepared on time• Acted as manager on duty resolving all guest and VIP complaints and requests• Assisted lounge manager to plan work schedules ensuring all employees fully operate and coached new hiring to complete basic training• Assisted team members to resolve the issues during rush periods and worked as one team to improve customer satisfaction• Assisted food and beverage manager to track inventory and restocking supplies