Winchel Yu: Assistant Director of Operations
Winchel Yu
Assistant Director of Operations
United States
Skills
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Interests
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Industries
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Work experience
Andaz West Hollywood
Assistant Director of Operations | 04/2021 - Current
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
Andaz West Hollywood
Front Office Manager | 09/2019 - 04/2021
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
Andaz West Hollywood
Assistant Front Office Manager | 03/2019 - 09/2019
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
The Ritz-Carlton
Concierge Supervisor | 02/2017 - 08/2018
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
The Ritz-Carlton
Managing Director | 11/2017 - 08/2018
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