Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

MING CHANG

Boca Raton,FL

Summary

Office Manager Passionate, cheerful, self-directed, and motivated Hospitality Management Supervisor with 5 years of experience, possessing a strong background in managing and optimizing daily operations, budgets and guest service. Skills in team leadership, process improvement, problem-solving, and quality control with the capability to ensure operational excellence and efficiency. Adept at creating and implementing standard operating procedures, training and developing staff, and collaborating with cross-functional teams to achieve organizational goals. Committed to driving operational success, with a focus on continuous improvement and a track record of delivering results in a fast-paced environment.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Front Desk Supervisor

The Boca Raton
05.2023 - Current
  • Maintained a professional, cheerful, and courteous demeanor and followed Forbes five-star service standards
  • Resolved guest issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
  • Managed the assignment of rooms and VIP assignments by serving as the liaison between Sales
  • Housekeeping, and the Front Office
  • Took responsibility in the absence of the Front Desk Manager handling all the unexpected circumstances act as a MOD

Realtor

Keller Williams Realty, Inc
01.2022 - Current
  • Conducted comprehensive market analysis to identify opportunities for investors
  • Advised clients on market conditions and property value for informed decision-making
  • Developed and implemented strategic marketing plans to increase the potential for selling properties and generate more leads using brand standards
  • Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations

Executive Administrative Assistant

Suzano Pulp and Paper America
11.2020 - 07.2021
  • Performed a variety of administrative tasks and supported senior-level managers with well-organized and great time management skills
  • Acted as the liaison between Human Resources and employees, ensuring smooth communication and prompt resolution of requests and questions
  • Acted as an office manager by assisting in creating policies, processes, and documents and keeping up with office supplies inventory
  • Managed meetings schedules, made travel arrangements, and prepared expense reports, in addition to participating actively in the planning and execution of company events and holiday parties

Marketing Supervisor

Diamond Resorts
03.2020 - 07.2020
  • Maintained a minimum penetration percentage of arrivals weekly for timeshare account
  • Assisted manager with weekly team member evaluations, weekly reports and forecasts, payroll review and approvals, and new hire training, coaching, and onboarding
  • Prepared marketing presentation by compiling data and performance measures and executing results
  • Provided superior customer service in accordance with the company-driven excellence standards

Marketing Leadership Program

06.2019 - 03.2020
  • Received training and performed duties in a series of on-the-job rotational assignments in key areas of marketing including Concierge, OPC, Special Events, and the National Call Center
  • Gained a comprehensive University of Excellence curriculum in leadership, management, and technical areas
  • Learned line and staff functions, operations, management viewpoints, and company policies and practices that affect each phase of business
  • Created and conducted a presentation of that relevant module in front of a group of selected panel members

Room Division Manager

Chicago Marriott O’Hare
07.2018 - 05.2019
  • As Manager on Duty upon completion of training program after 3 months
  • Engaged front desk team of 20 towards reaching a goal of increased guest satisfaction scores, and awarded Marriot “Spirit to Serve” through guest nomination in October 2018
  • Monitored the occupancy rate constantly and contacted housekeeping to maximize revenue and financial performance
  • Observed other departments to analyze profits and made recommendations for improvements

Rooms Inspector Intern

Xanterra Parks and Resorts, Yellowstone National Park
05.2017 - 08.2017
  • Led 3 to 6 team members to accomplish their duties on time and provided support for task-related items
  • Inspected 45 rooms daily after cleaning to ensure compliance with all hotel policies and standards, and updated the in-house management system with the proper status of all rooms
  • Resolved guest complaints concerning housekeeping service and referred problems to management
  • Completed supply list for the next day as assigned by the area manager to ensure that all guests have an exceptional experience

Front Desk Leader

Tango Hotel
03.2013 - 06.2016
  • Oversaw front office operations with an eye for hotel reputation, staff productivity, and operational efficiency, including staffing, scheduling, coaching, and budgeting
  • Sorted through guest issues with rooms or reservations with knowledgeable and friendly service
  • Interviewing and Training new staff on correct procedures, compliance requirements, and performance strategies
  • Assigned rooms with the goal to increase sales, reconcile the cash log, manage money, and develop reports

Education

Executive Master of Business Admin - Information Technology Executive

Ottawa University
Phoenix, AZ

Master of Science - Hospitality and Tourism Management

Purdue University
West Lafayette, IN

Bachelor of Art - Humanity and Society, Sociology

National Chiao Tung University

Skills

  • Business
  • Administration
  • Hotel Management
  • Event Planning
  • MS Office,Excel,Word
  • SQL, R, Dashboard
  • Data Visualization
  • Opera
  • Communication
  • Public Speaking and
  • Presentation skills
  • Teamwork
  • Customer Service

Certification

Business English: Planning & Negotiating University of Washington Feb 2023 Hotel Management: Distribution, Revenue, and Demand Management Specialization ESSEC Business School Dec 2022 Short Sales and Foreclosure Resource (SFR) certification National Association of REALTORS Sep 2022 Google Data Analytics Google Career Certificates Jul 2022 American Hotel & Lodging Association Certification in Hotel Industry Analytics May 2017- May 2022 Real Estate Sales Associate Real Estate Sales Associate Florida Department of Business and Professional Regulation Nov 2021 Court of Master Sommeliers Introductory Sommelier Course Nov 12, 2017

Timeline

Front Desk Supervisor

The Boca Raton
05.2023 - Current

Realtor

Keller Williams Realty, Inc
01.2022 - Current

Executive Administrative Assistant

Suzano Pulp and Paper America
11.2020 - 07.2021

Marketing Supervisor

Diamond Resorts
03.2020 - 07.2020

Marketing Leadership Program

06.2019 - 03.2020

Room Division Manager

Chicago Marriott O’Hare
07.2018 - 05.2019

Rooms Inspector Intern

Xanterra Parks and Resorts, Yellowstone National Park
05.2017 - 08.2017

Front Desk Leader

Tango Hotel
03.2013 - 06.2016

Executive Master of Business Admin - Information Technology Executive

Ottawa University

Master of Science - Hospitality and Tourism Management

Purdue University

Bachelor of Art - Humanity and Society, Sociology

National Chiao Tung University

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