Assistant Director of Operations

Logistics, Shipping & 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

Front Office Manager

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

Assistant Front Office Manager

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

Concierge Supervisor

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

Managing Director

Find out detailed information about Winchel Yu, Assistant Director of Operations 

Winchel Yu: Assistant Director of Operations

Winchel Yu

Andaz West Hollywood

Andaz West Hollywood

Andaz West Hollywood

The Ritz-Carlton

The Ritz-Carlton

University of California