Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Languages
Timeline
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Yanyan Boyce

Melbourne,VIC

Summary

Dynamic and results-driven hospitality professional with over 15 years of experience in the hotel industry. From humble beginnings as a Service Express Agent, I've risen through the ranks to become a strategic Night Manager, consistently delivering exceptional guest experiences and optimizing operational efficiency. Now poised to leverage my leadership prowess and comprehensive industry knowledge in a Front Office Manager role, driving success and surpassing expectations at every turn.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Night Duty Manager

Next Hotels & Resorts
Melbourne, VIC
05.2022 - Current
  • Demonstrated flexibility by assuming various roles, including Duty Manager and Acting Front Office Manager (FOM) for six weeks during the FOM's leave, showcasing adaptability and leadership capabilities
  • Awarded Team Leader of the Quarter (Q2) for exceptional performance and dedication
  • Developed comprehensive PowerPoint slide presentations for Duty Managers, enhancing efficiency and effectiveness during shift handovers
  • Conducted night audit duties with precision, including balancing accounts, reconciling discrepancies, and completing essential paperwork to ensure accurate financial records
  • Exemplified professionalism in handling customer complaints, promptly addressing concerns and providing satisfactory resolutions to maintain high levels of guest satisfaction
  • Maintained meticulous records of employee attendance, payroll information, incident reports, and other pertinent documents to ensure compliance and facilitate efficient operations
  • Analyzed guest feedback surveys to pinpoint areas for improvement within the organization, implementing strategic initiatives to enhance overall guest experience
  • Conducted daily audits of hotel activities, including room occupancy, revenue postings, and housekeeping status reports, ensuring smooth operations and optimal guest satisfaction.

Assistant Night Manager

The Westin Melbourne
Melbourne, VIC
04.2021 - 04.2022
  • Advanced rapidly from Service Express Agent to Guest Service Associate (GSA) within two months, then promoted to Night Manager within just one month, demonstrating exceptional aptitude and dedication to the hospitality industry.
  • Monitored daily sales reports and implemented corrective actions as necessary to optimize revenue generation and operational efficiency.
  • Conducted routine inspections of public areas to uphold cleanliness standards and enhance the overall guest experience.
  • Proactively addressed customer complaints in a timely manner, effectively resolving issues and liaising with relevant personnel to ensure customer satisfaction.
  • Implemented efficient night audit procedures utilizing the OPERA property management system, conducting comprehensive audits of daily transactions, reconciling accounts, and generating accurate financial reports to support decision-making and regulatory compliance.

Travel Planner

Thomas Travel
07.2019 - 02.2022
  • Used Xero to enter customer data into database
  • Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments
  • Communicated security issues and protocols to clients traveling to unstable countries or locations
  • Took payments via credit and debit cards and handled all sensitive information with professionalism and discreteness
  • Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.

Operations Manager

Peya Travel
01.2010 - 10.2018
  • Planned, prioritized and organized daily operations to meet objectives
  • Cultivated and maintained productive relationship with travel partners, including airlines, hotels and industry vendors to manage bookings and schedules
  • Directly hired, trained, and managed three supervisors, oversee a total of fifteen employees, in three different shop locations
  • Promoted and marketed the business, sometimes to new or niche markets.

Education

Certificate IV in Hospitality -

Foundation Education
Melbourne, VIC

Bachelor of Science In Mass Communications -

West Visayas State University

Some College (No Degree) - Conduct Customer Engagement

TAFE Queensland Brisbane
Brisbane, QLD

Skills

  • PMS (OnQ, HMS and Opera)
  • Microsoft Office (Excel, Word, Powerpoint etc)
  • Computer Literacy
  • Complaint Handling
  • Hotel Operations
  • Team Player
  • Diverse culture
  • Tech savvy
  • Administration
  • Front of House
  • Night Audit
  • Performance Management

Certification

  • First Aid Certificate, 12/2021
  • Vic Responsible Service of Alcohol Licence, 07/2023, Current
  • Communication Technologies for Business Success, TAFE Queensland, 06/2022,

Languages

  • English
  • Filipino

Accomplishments

  • Q2 Team Leader

Languages

English
Professional

Timeline

Night Duty Manager

Next Hotels & Resorts
05.2022 - Current

Assistant Night Manager

The Westin Melbourne
04.2021 - 04.2022

Travel Planner

Thomas Travel
07.2019 - 02.2022

Operations Manager

Peya Travel
01.2010 - 10.2018

Certificate IV in Hospitality -

Foundation Education

Bachelor of Science In Mass Communications -

West Visayas State University

Some College (No Degree) - Conduct Customer Engagement

TAFE Queensland Brisbane

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Yanyan Boyce