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, AZMaster of Science - Hospitality and Tourism Management
Purdue University
West Lafayette, INBachelor 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
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
Similar Profiles
Tyler KnightonTyler Knighton
Bartender at The Boca RatonBartender at The Boca Raton
Valentina AndersonValentina Anderson
Nail Technician at The Boca RatonNail Technician at The Boca Raton
Whinston Perez CaraballoWhinston Perez Caraballo
Fitness Attendant at The Boca RatonFitness Attendant at The Boca Raton