EUNHYE (Ally) HONG
Summary
Dynamic and results-driven hospitality professional with extensive experience in rooms management. Proven track record of optimizing operational efficiency, expertise in leading teams, enhancing guest experiences to drive revenue growth and profitability in upscale hospitality establishments.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Director of Rooms
Hyatt Regency Saipan
04.2023 - Current
- Preparing property improvement plan (PIP) and renovation by preparing necessary reports for owners and Tokyo hub in line with GM
- Led the team as an example and successfully increased the Guest Experience score in Hysat
- All Goals were met 100% in Customer service
- Room cleanliness and working order
- Customer Service score YTD 2023 increased +17.9 compared to YTD 2022
- Led and managed all aspects of rooms division operations, including front office, housekeeping, reservations, and guest services, Security, Club Elan ensuring seamless and efficient service delivery
- Assist GM by taking responsibility in Revenue and Sales Marketing in order to maximize room revenue with profitability during absence of Dir of Revenue and DOSM.
Director of Rooms
Grand Hyatt Seoul
01.2021 - 04.2023
- Led and managed all aspects of room division operations, including front office, housekeeping/laundry, reservations, and guest services, ensuring seamless and efficient service delivery
- Developed and implemented strategic initiatives to maximize occupancy, average daily rate (ADR KRW 322,649), and revenue per available room (RevPAR KRW 209,865) while maintaining high guest satisfaction scores
- Directed a team of 80 staff members, providing leadership, training, and guidance to ensure exceptional performance and guest experiences
- Implemented effective cost control measures, resulting in significant savings while maintaining service quality and brand standards
- Spearheaded the implementation of technology solutions to streamline operations, improve guest communication, and enhance overall efficiency
- Established and maintained strong relationships with vendors, suppliers, and partners to ensure quality service delivery and cost-effective procurement.
Housekeeping Manager
Grand Hyatt Seoul
05.2019 - 12.2020
- Ensure that every aspect of the renovation is thoroughly planned and executed with precision
- Regularly inspect the completed work to ensure it meets the established quality standards
- Address any issues promptly to maintain a consistently high level of quality
- Efficiently manage resources and prioritize spending on elements that contribute most to the overall excellence of the facilities
- After the renovation is completed, establish a routine maintenance schedule to ensure that the facilities remain in top-notch condition over time
- Conducted regular training sessions for staff members to enhance skills, product knowledge, and service standards, in particular with creating GBAC cleaning SOP
- Collaborated with other department heads to ensure seamless coordination and communication across all areas of the hotel
- Acted as a liaison between guests and management, resolving issues and ensuring exceptional guest experiences.
Room Division Manager
Sheraton Grande Incheon
04.2009 - 04.2019
- Joined as opening project team
- Oversaw daily operations of the rooms division, including front office, housekeeping, Sheraton Club, Bell/ Concierge and guest services, ensuring adherence to brand standards and guest satisfaction goals
- Play a key role in revenue management strategies, including pricing, inventory management, and distribution channel optimization
- Conducted regular training sessions for staff members to enhance skills, product knowledge, and service standards
- Collaborated with other department heads to ensure seamless coordination and communication across all areas of the hotel
- Acted as a liaison between guests and management, resolving issues and ensuring exceptional guest experiences.
Taskforce as Director of Rooms
Sheraton Kiroro /Tribute Portfolio
01.2016 - 03.2016
- Supporting new openings for converting hotels from local brands to international brands in Kiroro, Hokkaido Japan (500 rooms)
- Oversaw the training and development of front desk staff, ensuring a high level of service delivery and guest satisfaction
- Implemented guest service initiatives to enhance the overall guest experience and drive loyalty and repeat business
- Conducted regular audits and inspections to ensure compliance with brand standards and operational procedures.
Front Desk Manager
Marriott Executive Apartment Yeouido
07.2007 - 04.2009
- Joined as opening project team and created operational Standard operation policy and procedure.
Guest Service Officer at Guest Services Center and Front Desk
Grand Hyatt Incheon
07.2003 - 04.2007
- Joined as opening Guest Service Officer at Front Office.
Education
B.A in European Studies in Division of International and Area Studies -
PUKYOUNG National University
01.2001
TECHNICAL UNIVERSITY BERLIN
Berlin, Germany01.2001
Skills
- Leadership and team management
- Revenue management and cost control
- Guest service excellence
- Strategic planning and implementation
- Technology integration and innovation
- Communication and interpersonal skills
Certification
- Certification of Global Biorisk Advisory Council (GBAC) Certification, 2020, 2022, Hyatt
- Certification of Marriott Revenue Management System: One Yield, Marriott International
Timeline
Director of Rooms
Hyatt Regency Saipan
04.2023 - Current
Director of Rooms
Grand Hyatt Seoul
01.2021 - 04.2023
Housekeeping Manager
Grand Hyatt Seoul
05.2019 - 12.2020
Taskforce as Director of Rooms
Sheraton Kiroro /Tribute Portfolio
01.2016 - 03.2016
Room Division Manager
Sheraton Grande Incheon
04.2009 - 04.2019
Front Desk Manager
Marriott Executive Apartment Yeouido
07.2007 - 04.2009
Guest Service Officer at Guest Services Center and Front Desk
Grand Hyatt Incheon
07.2003 - 04.2007
B.A in European Studies in Division of International and Area Studies -
PUKYOUNG National University
TECHNICAL UNIVERSITY BERLIN
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