Xu Juan (Eva)
Front Office Manager
Bangkok
Summary
Detailed and thorough professional with experience managing ranging in size from 15-20 employees. Outgoing and self-driven manager skilled at providing excellent customer service, managing all areas of front office department and training, and supervising new staff. Offers well-developed communication skill, strong ability to work under pressure and great time management skill. Presently looking for a Front Office Manager position. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Front Office Manager
Doubletree By Hilton Bangkok Ploenchit
11.2022 - Current
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Delivered performance reviews, recommending additional training or advancements.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Assistant Front Office Manager
Hilton Worldwide Resorts / Phuket, Thailand (Hilton Phuket Arcadia Resort & Spa)
05.2011 - 11.2022
- Assisted guest with any special problems than might arise as leader in charge
- Provided a high level of customer service and maintained a high profile in the day-to-day Front Office operations
- Managed and monitored all staff in the Front Office Department
- Make sure they adhered to standards of excellence and to the guideline set in the team handbook, Hotel policies and procedures, coached, trained, and corrected where need
- Drive hotel guest satisfaction performance and lead team meet or exceed target
- Reviewing department revenue, to control department budget
- Manage team schedule to ensure Front Office operation smoothly
- Task forced project to support and trained in DT Hilton.
Guest Relations Manager
Hilton Worldwide Resorts / Phuket, Thailand (Hilton Phuket Arcadia Resort & Spa)
02.2017
- Monitoring VIP or special guest inquiry
- Meet & Greet guest, to ensure of their satisfaction stay
- Front Office department trainer, to ensure new team or current team knowledge.
Guest Relations Executive (Supervisors of Guest Relations Officer) at VIP Desk
Hilton Worldwide Resorts / Phuket, Thailand (Hilton Phuket Arcadia Resort & Spa)
- Greeted guests upon arrival and offered assistance.
- Regulated appropriate staffing levels to meet business and customer requirements.
- Evaluated and promptly resolved lodging facility operational issues.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Guest service agent
Doubletree by Hilton Huaqiao/Kunshan, China
01.2010 - 05.2011
- Checking-in and check out, introduce hotel information
- Handing guest feedbacks, complaints and requests
- Providing excellent customer service.
Translator
DQCS ltd. Hong Kong
01.2009 - 01.2010
- Personal translation for industry of Mechanical Technologies Company
- Translating the company's document from English into Chinese.
Receptionist
Sichuan Runming Hotel
01.2008 - 01.2009
Heath club agent
Changzhou Jinling Ming du Hotel
01.2006 - 01.2007
Education
Bachelor’s degree of Tourism Management -
Sichuan Technology and hotel Business University
01.2005 - 04.2008
Skills
- Emergency Response
Word
Excel
Power Point
Internet and Email
OnQ PMS
- Workflow Optimization
- Reservation Management
- Expense Reporting
- Schedule Management
- Task Delegation
Additional Education
2011-01-01, OnQ PMS Front Desk Operation Course at Hilton University online
Age
38
Personal Information
Nationality: Chinese
Timeline
Front Office Manager
Doubletree By Hilton Bangkok Ploenchit
11.2022 - Current
Guest Relations Manager
Hilton Worldwide Resorts / Phuket, Thailand (Hilton Phuket Arcadia Resort & Spa)
02.2017
Assistant Front Office Manager
Hilton Worldwide Resorts / Phuket, Thailand (Hilton Phuket Arcadia Resort & Spa)
05.2011 - 11.2022
Guest service agent
Doubletree by Hilton Huaqiao/Kunshan, China
01.2010 - 05.2011
Translator
DQCS ltd. Hong Kong
01.2009 - 01.2010
Receptionist
Sichuan Runming Hotel
01.2008 - 01.2009
Heath club agent
Changzhou Jinling Ming du Hotel
01.2006 - 01.2007
Bachelor’s degree of Tourism Management -
Sichuan Technology and hotel Business University
01.2005 - 04.2008
Guest Relations Executive (Supervisors of Guest Relations Officer) at VIP Desk
Hilton Worldwide Resorts / Phuket, Thailand (Hilton Phuket Arcadia Resort & Spa)
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