Eunice Yu

Hospitality Management Professional focused on delivering a high level of customer experience, managing departmental finances, and upselling. Resilient Crystal Club Manager with over 20 years of experience in the hospitality industry. Highly regarded and respected professional with proven abilities in strategic planning and operational strategies for business growth. Proven success in optimizing operations, reducing costs, and improving service quality while strengthening the bottom line through strong client relationships, networking abilities, and attention to detail.

• Crystal Club and Business Centre Manager, Crown Towers Melbourne, Melbourne, Victoria, 01/01/09, Present
• Crystal Club Manager, Crown Towers Melbourne, Melbourne, Victoria, 01/01/01, 12/31/09
• Crystal Club Lounge Manager, Crown Towers Melbourne, Melbourne, Victoria, 01/01/96, 12/31/01
• Restaurant Supervisor, Hotel Hilton Conrad, Hong Kong, Hong Kong, 01/01/94, 12/31/96
• Waitress, Hotel Hilton Conrad, Hong Kong, Hong Kong, 01/01/93, 12/31/94
• Restaurant Receptionist, Holiday Inn (Grand Stanford) Harbour View, Hong Kong, Hong Kong, 01/01/92, 12/31/93
• Waitress / Senior Waitress, Omni Marco Polo, Hong Kong, Hong Kong, 01/01/90, 12/31/92

• Personalized Service
• Inventory and Cost Control
• Recruitment
• Business Expansion
• Profit & Loss Management
• Regulations and Policy Implementation
• Negotiations
• Attention to Detail
• Writing WPIs
• Training Planning
• Strong Relationship Management
• Performance Management System
• Occupational Health & Safety
• Food & Beverage Product Knowledge
• Barista

• Crystal Club & Business Centre Manager, Crown Towers Melbourne, Melbourne, Victoria, Leadership and Operations: Led a team of 55, including 23 direct reports (Reception, Food & Beverage, General Service Attendants, and Business Centre) and 10 indirect reports (Chefs and Stewarding Team)., Strategic Planning: Reviewed, formulated, and integrated operating models to meet market expectations., Customer Service Excellence: Ensured exceptional service for guests, maintained strong client relationships, and handled high-profile events., Financial Management: Oversaw financial performance, including roster payroll, stock levels, and upselling opportunities., Compliance and Safety: Managed legal compliance and essential services., Recruitment and Training: Developed and executed recruitment and training plans.
• Restaurant Supervisor / Waitress, Hotel Hilton Conrad Hong Kong & Holiday Inn Harbour View, Hong Kong, Customer Service Management: Ensured high levels of customer satisfaction, handled reservations, and managed staff., Operational Tasks: Managed rostering, requisitions, and delegation of tasks.
• Waitress, Hotel Omni Marco Polo, Hong Kong, Customer Service: Provided excellent service and performed barista duties., Operational Support: Assisted with back-of-house tasks.

• Leadership Through Change Management: Built, guided, and retained high-performing teams through business transitions.
• High-Quality Service: Delivered exceptional customer service and maintained strong client relationships.
• Proactive Problem Solving: Prepared for unexpected situations with well-organized plans and a "can do" attitude.
• Successful Negotiations: Achieved win-win outcomes through positive attitudes and open discussions.

Responsible Service of Alcohol

CPR

First Aid