Steve Xu

• Upheld high standards for customer service and led by example.
• Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
• Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
• Collaborated with housekeeping staff to ensure timely room turnovers and consistently high cleanliness standards.
• Coordinator VIP clients, Diamond guests in casino,
• Staff training on Opera, costumer service.
• Supervised team of front desk agents and helped to resolve issues arising during shifts.
• Oversaw day-to-day operations of 400 room hotel with staff of 11 employees.

1. Improved team performance by providing regular training on customer service techniques and hotel policies.

2. Oversaw administrative budget by maintaining optimal controls and tracking expenses to meet financial goals.

3. Reduced customer issues by 5% with introduction of surveys and questionnaires.

4. Completed bi-weekly payroll for 45 employees.

5. Solving customer issues and dealing with massive complains on daily basis

Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.

6. Streamlined check-in and check-out processes for smoother guest experience.

7. Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.

• Handled cash transactions and maintained sales and payments records accurately.
• Answered phone promptly and directed incoming calls to correct offices.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• check-in and out guests during 8 hours on shift .