Xinyu Zhan

• Executed planning and coordination of daily happy hour, showcasing expertise in event management and customer engagement
• Orchestrated presentation of plates, drinks, and other offerings to enhance overall dining experience, contributing to increased customer satisfaction
• Monitored and responded to guests' needs, ensuring personalized and high-quality service.

Through the efforts of our team, our hotel's consumer satisfaction score finally increased from 82 to nearly 90.

• Managed logistics of luggage storage, express delivery, and collection, demonstrating organizational skills crucial for effective marketing event planning
• Provided inquiry services, showcasing strong communication skills and ability to address customer queries, contributing to positive guest experience.
• Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
• Offered friendly and efficient service to customers, handled challenging situations with ease.

During the internship, customer complaint rates of our department were reduced by 5% nearly.

• Managed daily cleaning operations, showcasing acute attention to detail and commitment to maintaining high standards of cleanliness and presentation
• Orchestra arrangement of bed sheets and ensured smooth operation of guest room facilities, contributing to optimal guest experience
• Prepared for American private party, gaining valuable insights into U.S
• Participated in catering service of Long Island Book Fair, acquiring hands-on experience in event coordination and promotional activities. Gaining unforgettable experience and enhancing knowledge applicable to marketing event planning
• Evaluated customer needs and feedback to drive product and service improvements.

During my work, the hotel room satisfaction score increased from 85 to 88, and the monthly occupancy rate was higher than 80%.