Becky Qian LI

• Performed daily banking and reconciliations, ensuring accurate transaction records.
• Adjusted and maintained resident accounts, applying charges, credits, and corrections.
• Assisted residents in understanding their accounts, resolving billing and payment queries.
• Monitored operational expenses, including maintenance and cleaning, ensuring compliance with budgets.
• Collaborated with finance teams to support reporting and financial accuracy.
• Prepared regular financial and operational reports for senior management.

• Oversaw guest billing, bookings, and payment processing for 50+ daily transactions, ensuring accuracy.
• Monitored costs across housekeeping, maintenance, and security services, reducing budget overruns by 12%.
• Supported payroll administration and roster management for a team of 8 staff.
• Prepared operational and financial reports for management, highlighting occupancy, revenue, and expense trends.

• Directed full hotel operations, including reservations, accommodations, housekeeping, and financial reporting.
• Managed budgets and monitored departmental costs, improving cost efficiency.
• Supervised 10 staff, overseeing schedules and performance.
• Implemented a new Property Management System (PMS), successfully migrating financial and operational data.
• Ensured compliance with financial controls, policies, and customer service standards.

• Assumed management of 92 key select service hotels in inner Greater Sydney.
• Assisted General Manager turned around losses from franchised operating model through implementation and adherence to brand standards, and intensive team building for service excellence.
• Key Challenges and Achievements
• Exceeded budget by $152k (19%).
• Achieved employee survey satisfaction rate of 95% (top 5 for all Accor hotels in Australia).
• Achieved or exceeded all 6 KPIs including GOP, Guest Satisfaction score, Energy saving, Staff retention, RGI and RevPar, Loyalty.

• Assisted in the daily operations of a fast-paced restaurant, ensuring smooth financial transactions and operational efficiency.
• Managed customer service concerns, improving satisfaction while maintaining financial targets.
• Compiled and analyzed financial reports, identifying trends in revenue, costs, and profitability to support management in decision-making.
• Handled cash and processed transactions using POS systems, ensuring accuracy and compliance with company policies.
• Created and maintained detailed inventory reports, tracking product usage, costs, and wastage to optimize purchasing and minimize losses.
• Monitored stock levels and placed orders accordingly, balancing cost control with demand to maintain profitability.
• Demonstrated barista skills while contributing to an environment focused on cost-effective service delivery.

• Supervised daily operations of conferencing spaces, ensuring smooth events and high guest satisfaction.
• Resolved guest issues promptly and professionally, enhancing repeat business and positive feedback.
• Collaborated with multiple departments to meet client requests and maintain excellent service standards.

Event Operations Attendant Hilton Sydney – Previous Role

• Supported event operations, including setup, guest service, and logistics, ensuring seamless experiences for attendees.
• Developed strong communication and teamwork skills in a multicultural environment, consistently delivering friendly and attentive service.

• Assisted in the operation of a fully-licensed restaurant, bar, 5 conferencing spaces, room service, and mini-bar, ensuring high-quality guest experiences.
• Took ownership of customer service issues, resolving complaints promptly and enhancing overall guest satisfaction.
• Developed strong food & beverage service skills, including barista and cocktail preparation, as well as stock replenishment and presentation.
• Demonstrated professional phone and communication skills, managing room service orders, restaurant bookings, and liaising effectively with other departments.
• Worked independently and collaboratively in multicultural teams, supporting events and day-to-day operations.
• Liaised with multiple departments to meet special guest requests and deliver seamless service.
  

Key Achievements:

• Awarded Employee of the Month (Feb 2012) and Employee of the Year 2012.
• Contributed to the hotel being awarded Best Superior Accommodation of the Year 2010 by the Australian Hotels Association.