Joe Zhou Email & Phone Number

Port Douglas, Qld, Au

Port Douglas, Queensland, Australia

• Coordinate Front Office operations during shift and ensure adherence to all standards and procedures. • Oversee and encourage selling of hotel’s outlets, facilities, tours and activities. • Assist Front Office Manager with staff recruitment and interviewing. • Analyze daily shift reports to assess guest issues and complaint resolution. • Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, assigning nightly work, conducting training, counseling and evaluations, and delivering recognition and reward. • Act as first responder in the event of fire, life and other emergencies.

• Promote the hotel brand and Marriott loyalty program by ensuring all guests were informed about its benefits and enrolling new members.• Increase hotel revenue through up-selling rooms and villas, tours packages and other resort activities.• Attend to all incoming calls via switchboard, answering guest inquires in a professional manner, and ensuring all requests are followed through and completed.• Accurate and safe use of resort vehicles, assisting with guest and luggage transportation over 147 hectares.

Sydney, Australia

• Handled & coordinated room assignments for VIP, Mobile Check-in and Express Check-in arrivals.• Handled guest feedback and complaints, communicating experiences to Manager on Duty and taking action to resolve problems.• Maintained up-to-date knowledge about hotel and local area events and activities so that guests receive accurate and prompt information when requested.• Anticipated guests’ needs and proactively sought solutions or provided alternative options.• The Fullerton Sydney rebranding: opening team.

Shanghai, China

Four Seasons Hotel Shanghai at Puxi: First Four Seasons to open in China on October 13, 2002.• Managed high daily turnover of guests in a 400+ rooms 5-star hotel, assigning rooms, issuing correct keys and ensuring guests are looked after.• Prepared VIP guest arrivals, limousine arrivals, and communicated with other departments to ensure smooth set-up process.• High proficiency of Opera PMS, creating and updating reservations, and running daily reports.• Accurate handling of cash and electronic payment systems by maintaining a balanced account and checking transactions after each shift.• Acting Front Desk Supervisor, managing and mentoring line staff and assisting with/carrying out duties of Assistant Managers.• Promoted hotel services and increased presence on social media and travel websites, such as TripAdvisor.

Zhuhai, China

• Effectively greeted and seated customers according to preferences.• Trained and mentored new wait and staff host.• Established high levels of trust with management.

Shanghai, China

Ba (Hons), Hospitality Business Management, First Class Honors

Activities and Societies: Graduated with First Class Honours, Elected Course Representative, Joint Degree Program

Bachelor'S Degree, International Hospitality Management, High Honours

Activities and Societies: First Class Scholarship