Summary
Overview
Work History
Education
Skills
References
Languages
Certification
Timeline
Generic
Yumi Onuki

Yumi Onuki

Rooms Division Manager
Osaka

Summary

Driven Rooms Division Manager with 20 years of experience in hospitality. Professional with strong background in hospitality management, adept at overseeing front desk operations, housekeeping, and guest services. Known for fostering team collaboration and driving results, ensuring smooth daily operations and exceptional guest experiences. Skilled in staff training, budget management, and problem-solving, adapting to evolving needs and challenges effectively. Reliable leader with keen focus on operational excellence and guest satisfaction.

Overview

21
21
years of professional experience
2004
2004
years of post-secondary education
4
4
Certifications
2
2
Languages

Work History

Rooms Division Manager

Waldorf Astoria Osaka
12.2024 - Current
  • Develop and implement pre-opening action plans and checklists for rooms division departments.
  • Set up Standard Operating Procedures (SOPs) aligned with brand and service standards.
  • Evaluated employee performance regularly, providing constructive feedback and recognizing top performers through appropriate rewards and incentives.
  • Reviewed housekeeping supply charts and inventories.
  • Provided exceptional guest experiences by addressing complaints promptly and offering personalized solutions to meet their needs.
  • Enhanced communication between departments by holding regular cross-functional meetings to discuss operational challenges and improvements.
  • Improved guest satisfaction by implementing innovative strategies in room allocation and reservation management.
  • Coordinate purchasing of operating supplies and equipment (OS&E). Collaborated with finance department to manage budgets, analyze performance metrics, and implement cost-saving measures.

Front Office Manager

Hilton Tokyo
07.2022 - 11.2024
  • Managed 830 room property with annual revenues exceeding $68 million dollars and occupancy of 88%.
  • Direct and managing the overall operations of the Front Office Department including Bell/Door/ Concierge, Executive Lounge, Fitness Centre and Operator (MAGIC), ensuring high-quality guest experiences.
  • Handle group bookings room arrangement includes daily airline crew duty stay arrival/departure. Share details information among the team pertaining to their VIP arrivals, special request and account billings.
  • Performed daily monitoring of all reservations channels, hotel availability, and rates to optimize revenue while maintaining a balance in PMS / CRS inventory.
  • Conducting Quality Assurance Visit from the preparation and review brand standards together with other department head and Management.

Front Office / Rooms Division Manager

Legoland Japan Hotel
10.2020 - 07.2022
  • Managing general operations for Front Office, Guest Relations, Room Reservations/Operators and Housekeeping team
  • Taking responsibilities of P&L results, Reviews and audits expenses
  • Makes and executes the necessary decisions to keep property moving forward toward achievement of goals
  • Monitors and promotes room rates and special offers, communicating with S&M team
  • Reviews guest feedback and ensures appropriate corrective action is taken
  • Works with Rooms division teams to develop an operational strategy and leads its execution
  • Operates all department equipment as necessary and reporting malfunctions
  • Assists in ensuring the property's crisis management plan is followed as applicable
  • Liaised closely with Park Operations team and Sales Department team as resorts operations.

Head of Front Office / Guest Relations

Conrad Macao, Cotai Strip
11.2017 - 11.2021
  • Taking P&L responsibilities, focusing on having good balance with EBITDA results and guest satisfaction for Guest Relations and Club Lounge team
  • Personalized attention to VIP guests of the property from Pre-Arrival to Post-Departure
  • Create detailed VIP reports for group VIPs and other high-profile guests
  • Deliver training for Front Office & Guest Relations team at standards capable of achieving the following: Hilton Quality Assurance & Forbes 5-Star
  • Liaised closely with other operational departments of Sands Cotai (Venetian, Parisian, Londoner Hotel_New project, pre-opening) which is consisted of over 6,000 rooms
  • Assist project team of Londoner hotel to conduct training and support opening team (New opening sister hotel)
  • No Pay-leave from Feb 2020 to Oct 2021, due to COVID-19 situation, could not going back Macao after taking annual leave in Feb 2020 for going back Japan to see family
  • Contract could not renew under circumstance of pandemic situation.

Guest Relations Supervisor / Front Office Supervisor

04.2015 - 10.2017
  • Supervision of daily operation (FO + F&B) at the Executive Lounge (Conrad Club)
  • Handle the property's Japanese market segment (1 of Top 5 segments of the property)
  • Establish tools for Front Office to ensure personalized experience and assist all Team Members in breaking the language barrier upon engagement with Japanese guests
  • Utilized Hilton OnQ Customer Relationship Management system to prepare daily VIP report: On-day Arrival / Stay / Departure, and Next 3 Days Arrival.

Guest Relations Officer / Concierge - Executive Office

Hotel Okura Tokyo
04.2010 - 08.2013
  • Handle VIP guests' Arrival / Stay / Departure experience
  • Concierge
  • Working at Assistant Manager desk in the lobby, occasionally handle guest feedback/complaint
  • Prepare daily VIP report for On-day Arrival / Stay / Departure, and Next 3 Days Arrival.

Sales Manager

05.2005 - 04.2010
  • In charge over 300 Foreign Capital / Multi- International Corporate and special business with Embassy and Foreign diplomatic
  • Sales for Rooms: Make corporate rate contract
  • Build up relations ship with foreign capital company and also embassy who has business travellers from overseas
  • Sales for Banquet rooms: Proposal Banquet or Conference plan and be coordinator for event / reception / conference includes catering service outside venue
  • Meet and Greet with regular visitor guests and deliver personalized service.

F&B service experience in banquet & various restaurants

03.2004 - 05.2005

Education

Bachelor of Arts - International Business Management -

Nagoya University of Foreign Studies
03-2004

Skills

Reception management

Security surveillance

Addressing complaints

Room rate management

Client service

People Management

Transformational leadership

Written and verbal communication

Guest conflict management

Guest complaint management

Revenue Management

References

  • Mr. Felix Busch, General Manager, Hilton Tokyo, Felix.Busch@hilton.com
  • Ms. Mao Miyazawa, Area General Manager Okinawa, General Manager of Hilton Sesoko Okinawa Resorts, Mao.Miyazawa@hilton.com
  • Mr. Makoto Endo, Executive Director of Sales Department, The Okura Tokyo (Hotel Okura Tokyo), endom@tokyo.hotelokura.co.jp

Languages

Japanese - Proficient, Mother tongue Language

English - Upper Intermediate

Certification

Certificate – Hotel Revenue Management

Timeline

Rooms Division Manager

Waldorf Astoria Osaka
12.2024 - Current

Front Office Manager

Hilton Tokyo
07.2022 - 11.2024

Front Office / Rooms Division Manager

Legoland Japan Hotel
10.2020 - 07.2022

Head of Front Office / Guest Relations

Conrad Macao, Cotai Strip
11.2017 - 11.2021

Guest Relations Supervisor / Front Office Supervisor

04.2015 - 10.2017

Guest Relations Officer / Concierge - Executive Office

Hotel Okura Tokyo
04.2010 - 08.2013

Sales Manager

05.2005 - 04.2010

F&B service experience in banquet & various restaurants

03.2004 - 05.2005

Bachelor of Arts - International Business Management -

Nagoya University of Foreign Studies

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