Yiyuan Karina Zhang
Honolulu,United States
Summary
- Results-driven professional focused on delivering exceptional support for guests' needs.
- Successfully manages concerns and resolves conflicts to maximize guest satisfaction.
- Offers a strong background in guest relations and communication.
- Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills.
- Poised to contribute to team success and achieve positive results.
- Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Waikiki Beach Marriott
09.2023 - Current
- Exceptional on front desk service skill
- Adjust and balance the error billing
- Present outstanding guest service to the elite members
- Generate $30,000 upsells per months for hotel revenue
Night Auditor
Alohilani Resort Waikiki Beach
06.2022 - 08.2023
- Exceptional on front desk service skill
- Adjust and balance the error billing
- Present daily financial reports
- Strong interpersonal skill
- The ability to use excel software
- Guests provide positive feedback in TripAdvisor
Shift Manager
Raising Cane’s
05.2019 - 06.2022
- Manage over 5-10 staffs in single shift, training new staffs
- Inventory Management
- Create schedules for more than 20 staffs
- Basic leadership skills
- Certified food safety handler
- Maintain the food safety while proving the high-quality meal
- Certified trainer
- Deliver company mission and vision
Cashier
Panda Express Ala Moana
02.2019 - 05.2019
- Cash Handling and process various card transactions
- Maintain the food safety and clean job environment
- Deliver the high-quality customer service, work with team members positively
Education
Master Degree & Bachelor Degree - Hospitality Management
University of Hawaii At Manoa
Honolulu, HI12.2024
Skills
- Customer Service: Strong communication, empathy, and conflict resolution
- Problem-solving: Quick decision-making and issue resolution for guest satisfaction
- Hotel Systems: Proficient in Opera, Marsha, Saflok, GXP, and Microsoft(Excel, Word Doc)
- Multitasking & Efficiency: Simultaneously managing check-ins, calls, and guest requests
- Sales & Upselling: Promoting room upgrades, Marriott Bonvoy enrollments, and top 2 upsellers in Front Desk, generating $30,000 in revenue for the hotel
- Team Collaboration: Coordinating with housekeeping, sales, and management
- Professionalism: Upholding Marriott brand standards and guest experience excellence
Certification
- Earned CITI(Collaborative Institutional Training Initiative) Program Certificate
- Earned AHLA(American Hotel Lodging Association) Certificate
- Food Handler Certification - ServSafe National Restaurant Association.
Accomplishments
- Attended STR(Smith Travel Research) Student Market Study Competition, a Global Leader in Hospitality Data Analytics For Maui market
- Reward from Marriott International as an Outstanding Student in TIM in 2024
- Reward from Ko’ Olina as an Outstanding Senior in TIM in 2023
Languages
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Timeline
Front Desk Agent
Waikiki Beach Marriott
09.2023 - Current
Night Auditor
Alohilani Resort Waikiki Beach
06.2022 - 08.2023
Shift Manager
Raising Cane’s
05.2019 - 06.2022
Cashier
Panda Express Ala Moana
02.2019 - 05.2019
- Earned CITI(Collaborative Institutional Training Initiative) Program Certificate
- Earned AHLA(American Hotel Lodging Association) Certificate
- Food Handler Certification - ServSafe National Restaurant Association.
Master Degree & Bachelor Degree - Hospitality Management
University of Hawaii At Manoa