Winchel Yu: Assistant Director of Operations

Oversee multiple departments and assist in the restructuring and reopening of hotel operations. Key Accomplishments: • Direct and oversee the operations of the hotel • Provide direction and guidance to department heads to ensure operations are in line to P&L goals • Identified areas in which labor was over budget, and implemented operational strategies to achieve and exceed budgeted goal • Implemented amendments in food and beverage offerings to boost customer service feedback, while keeping costs in line • Identify key drivers of customer service feedback to improve customer retention

Manage and streamline front of house operations for a team of 30+ individuals, inclusive of 3 Assistant Operations Manager and a Night Manager. Key Accomplishments: • Manage 30+ team members and assistant managers to meet productivity and customer service goals • Improved year over year customer service, Medallia scores and TripAdvisor reviews • Managed Front of House budgeting to meet P&L budgeting goals • Revised and streamlined front of house operations for guest services, front desk agents, and assistant managers • Implemented training guide for Assistant Operations Managers, guest service agents, and front desk agents • Improved department culture and dynamic with traceable results through employee surveys Implemented new coaching and attendance logs to ensure accountability • Implemented upsell program to secure top 5 North America upsell ranking in conversion rate

Assisted managing front of house and created operating procedures to improve efficiency of operations. Delegated projects and objectives to team members to in order to improve guest experience and Medallia performance. Key Accomplishments: • Identified core issues with billing and routing procedures for elite member packages and third party reservations - providing a resolution with updated billing SOP • Improved and met corporate goals for Medallia feedback scores by executing guest recovery and coaching staff in leading by example • Trained front office team members and supervisors in internal and external communications EXPERIENCE (continued) The Ritz-Carlton, Koh Samui

Thompson Hotels, Austin TX Email: nate.hardesty@hyatt.com Assume the role of Public Area Supervisor and manage 20+ team member operations by delegating manpower and arranging roster. Maintain public area and room cleanliness and quality standards. Assess areas of attention for marble restoration, carpet replacement, and general cleanliness and product maintenance. Key Accomplishments: • Created public area brand ambassador program for attendants; improving guest engagement with measurable results through written guest feedback • Created chemical inventory and usage operating procedure for 70+ housekeeping attendants resulting in reduction of loss and improved metric analysis • Arranged public area and room marble, carpet, and furniture restoration and replacement • Lead the pre-opening punching project team of the executive suite floor

Managed concierge operations by managing 5+ team member operations by delegating manpower and arranging roster. Tracked team productivity, department revenue, and transportation expenditures to ensure positive revenue stream. Ensure Concierge and Guest Service monthly TripAdvisor and guest feedback targets are met. Key Accomplishments: • Improved Concierge performance with measurable results in Gallup, TripAdvisor, Guestvoice, and other KPIs • Secured 2017 Forbes 5 Star service rating JW Marriott Hotel, Macau & The Ritz- • Secured 2017 & 2018 The Ritz-Carlton corporate brand standard audit Carlton Hotel, Macau • Increased house-car revenue by creating new SOP for additional transportation Tel: +853 8886 6398 service options E-mail: raulf.malik@marriott.com • Increased Concierge revenue by implementing "I Need it Now" services • Streamlined task management and revenue reports by centralizing database Saved company resources by digitalizing all guest rental forms Jason Abrams • Director of Operations • Trained new team members and supervisors to ensure the continued success of Andaz West Hollywood Concierge department Tel: +1 323 656 1234 E-mail: katja.borowski@andaz.com