HAROLD RUI YING HU URBANO
Footscray,VIC
Summary
Versatile and dedicated hospitality professional with over five years of combined experience in front office operations and commercial kitchens. Proven ability to lead guest service teams in 4- and 5-star hotel environments, while also thriving in high-pressure culinary settings. Skilled in delivering exceptional guest experiences, optimizing operational efficiency, and maintaining high standards in both customer-facing and back-of-house roles.
As a Front Office Assistant Manager, I have demonstrated success in enhancing guest satisfaction, managing complex reservations, and leading front desk teams with a focus on strategic planning, team development, and service excellence.
As a Prep Cook, I bring hands-on expertise in high-volume food preparation, station management, and teamwork under pressure, ensuring consistent quality and presentation aligned with industry standards.
Fully committed to continuous improvement, cross-department collaboration, and upholding brand reputation, I am prepared to contribute dynamically to any area of hotel operations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
GUEST SERVICE AGENT
Park royal Hotel Melbourne Airport
08.2024 - Current
- Adhere to all company credit policies and procedures to ensure that all expected revenue will be received.
- Assist walk-in guests, current guests, and potential guests with reservations and future booking requests.
- Ensure a sales attitude is adopted at all times, and maintain an awareness of all sales opportunities (upsell) within the hotel.
- Ensure a high level of liaison is maintained between the front office and all other departments within the hotel. Uphold and build strong working relationships with colleagues, ensuring proactive communication at all times.
- Preparation, cooking, and delivery of simple menu items, and provide transfers for airline crew using the company van.
- Respond to internal and external phone calls, emails, and other inquiries professionally and efficiently.
MANAGER IN TRAINING
Mauna Kea Resort (5 STARS) And The Westin Hapuna Beach
11.2022 - 12.2023
- Oversaw daily front desk operations, ensuring smooth and professional guest check-ins, and check-outs.
- Handled guest inquiries, complaints, and special requests with efficiency and empathy to maintain high satisfaction ratings.
- Supervised, coached, and scheduled front office staff; monitored performance, and provided ongoing feedback to ensure consistent service excellence.
- Managed reservations, room allocations, and cancellations using the PMS (Property Management System), maximizing occupancy and revenue through dynamic rate management.
- Ensured accurate record-keeping of guest profiles, billing, and preferences to support personalized service, and operational accuracy.
- Built strong relationships with returning and VIP guests, offering tailored experiences and proactive solutions.
- Collaborated with housekeeping and maintenance departments to coordinate room readiness and resolve guest-impacting issues quickly.
- Assisted in daily reporting, shift handovers, and operational audits to maintain smooth transitions and adherence to hotel policies.
- Participated in training rotations across departments to gain comprehensive knowledge of hotel functions and guest service standards.
COOK
Restaurant Señor Limón
LIMA, PERU
01.2021 - 11.2021
- Prepared mise en place for daily service, including vegetables, proteins, and sauces.
- Assisted in the preparation and plating of traditional Peruvian dishes, and daily specials.
- Supported senior cooks in hot and cold kitchen stations during peak service hours.
- Maintained cleanliness and sanitation of workstations, following HACCP and GMP standards.
- Handled basic food preparation tasks such as cutting, marinating, seasoning, and garnishing.
- Collaborated with kitchen staff to ensure timely service and consistent food quality.
- Monitored stock levels, and informed supervisors of shortages or expired items.
- Followed recipe guidelines and portion control standards to reduce food waste.
MANAGER
Tambo Retail Stores
Lima
01.2020 - 12.2020
- Knowledge about good practices for food safety, receiving, store and maintain stock.
- The INForest system is used for stock control as well as updating daily sales income to deliver on company targets, analyzes, and interpret retail data, like revenues, expenses and competition, conduct regular audits to ensure the store is functional and presentable before the authorities to fulfill their quality standards.
- Inventory Management: Monitoring and controlling inventory levels.
- Implementing security measures to protect the store and its assets, developing and enforcing loss prevention policies.
ASSISTANT MANAGER
Papa John’s
Lima
10.2016 - 02.2017
- Assisted in planning, organizing, and executing daily store operations to align with corporate goals and sales targets.
- Supervised team performance during shifts, ensuring efficiency, adherence to safety protocols, and high service standards.
- Managed inventory control and stock rotation to minimize waste and guarantee product availability.
- Conducted end-of-shift reports, including sales reconciliation, cleanliness inspections, and operational handovers.
- Resolved customer complaints and internal issues promptly to maintain a positive dining environment and uphold brand reputation.
- Monitored staff scheduling and labor compliance to meet operational needs, and control labor costs.
- Carried out regular audits to ensure compliance with company standards in food safety, hygiene, and product quality.
- Supported recruitment, onboarding, and ongoing training of team members to foster a collaborative, high-performing work culture.
Education
Diploma - Hospitality Management
William Angliss Institute of TAFE
Melbourne, VIC11-2025
Diploma - Kitchen Management
William Angliss Institute of TAFE
Melbourne, VIC07-2025
Diploma - Commercial Cookery
William Angliss Institute of TAFE
Melbourne, VIC11-2024
Bachelor of Professional Studies - Hotel and Restaurant Management
San Ignacio de Loyola, SIL
PERÚSchool of Postgraduate Studies - Accounting and Finance specialization, Loan management and debt collection, Financial Mathematics: Time Value of Money, Cash Management, Cost and Budget, Strategies of Effective Communication
PERUVIAN UNIVERSITY OF APPLIED SCIENCE, UPC
PERÚSkills
- Hospitality Management
- Property management systems (PMS)
- Customer relationship management (CRM)
- Project management
- Customer service orientation
- Creativity
- Problem solving
- Stress management
- Critical thinking
- Multi-tasking
- Team collaboration
- Microsoft Excel: high level
- Microsoft PowerPoint: high level
- Marriott Global Source: high level
- Dayforce software: Intermediate level
- Deputy software: High level
- Microsoft Word: high level
- Photoshop/design – Canva, Adobe PS: high level
- Food safety standards
Certification
- MICROSOFT EXCEL SPECIALIST: Cámara de Comercio Exterior
- ENGLISH: Cultural Association Peruvian–British.
Languages
Spanish
Native/ Bilingual
English
Full Professional
Russian
Limited
Portuguese
Limited
Timeline
GUEST SERVICE AGENT
Park royal Hotel Melbourne Airport
08.2024 - Current
MANAGER IN TRAINING
Mauna Kea Resort (5 STARS) And The Westin Hapuna Beach
11.2022 - 12.2023
COOK
Restaurant Señor Limón
01.2021 - 11.2021
MANAGER
Tambo Retail Stores
01.2020 - 12.2020
ASSISTANT MANAGER
Papa John’s
10.2016 - 02.2017
Diploma - Hospitality Management
William Angliss Institute of TAFE
Diploma - Kitchen Management
William Angliss Institute of TAFE
Diploma - Commercial Cookery
William Angliss Institute of TAFE
Bachelor of Professional Studies - Hotel and Restaurant Management
San Ignacio de Loyola, SIL
School of Postgraduate Studies - Accounting and Finance specialization, Loan management and debt collection, Financial Mathematics: Time Value of Money, Cash Management, Cost and Budget, Strategies of Effective Communication
PERUVIAN UNIVERSITY OF APPLIED SCIENCE, UPC
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