Resumé

YILIN (DERON) WANG

Sunshine Coast QueenslandM: 0416 835 609

Email: wangyilin916@hotmail.com

PERSONAL PROFILE

A highly motivated, honest and proficient individual with extensive experience in management roles in the Sheraton Jinan Hotel as well as the Hotel Sofitel Jinan Silver Plaza (Shandong, China); with a Master Degree of Business (major in Tourism and Hospitality) from Griffith University (Australia); a very effective team leader / team member with excellent communication skills and an outstanding work ethic.

“As any heavy business traveler will tell you, we remember those people who provide great service and improve our travel experience. Deron Wang is much more than that. Day in and day out, he was there with a smile and such a high level of customer service, that checking into the hotel with his greeting was a welcome relief from a day of travel and made me feel at home. From day one he remembered details and went out of his way to make sure everything went smoothly, and did so effortlessly. I wholeheartedly give my recommendation that he is an asset to any hospitality organisation that is fortunate enough to have him, and I look forward to the next time he greets this tired traveler with a handshake and his bright smile.”Matthew Schmitt; Director, Core Values, Process & Systems at Volvo Construction Equipment

EDUCATION – QUALIFICATIONS

Master Degree of Business 2011 - 2012Major: Tourism and Hospitality ManagementGriffith University, Gold Coast

Graduate Certificate in Business 2010 - 2011Griffith University, Brisbane

Diploma of English and Education 2006 - 2009Shandong Normal University, China

Certificate IV – TESOL – Teaching English to Speakers of Other Languages) 2011 - 2012Imagine Education, Gold Coast

KEY SKILLS AND ATTRIBUTES

Total commitment to excellence and professionalism in customer service Highly developed interpersonal and communication skills – written and verbal – with the ability

to effectively build business relationships and communicate with a wide range of people. Extensive business management skills Ability to sell high end products and add on sales Excellent communication skills in the English language - written and verbal

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Hard working attitude – results driven Relationship builder and team player Self motivated and very enthusiastic Proactive, honest and articulate Reliable and efficient with highly developed organizational skills Excellent level of computer skills – OPERA System, Word, Excel, PowerPoint, Outlook

PROFESSIONAL HISTORY

Mar 2014 – Jul 2014 Sheraton Jinan HotelJinan, Shandong, China

Position: Guest Service ManagerRooms Training Manager

Responsibilities / Duties included: In charge of overseeing the training in the Front Desk, Club Lounge, Guest Services Centre,

Concierge, Fitness Centre, Housekeeping and Laundry In charge of preparation of the Rooms departmental orientation program for new team

members Training all Rooms Division colleagues, enduring the comprehension and execution of

standards are met Provision of on-going coaching and guidance for Departmental Trainers and Rooms

Division Leaders, ensuring consistence in standards Coordinate all training sessions Collecting and analysing guest feedback and developing appropriate training plan Head monthly training meetings Set up the learning and development culture and standards

Perform internal audits, ensuring brand standards are met – ensuring staff members are talking to guests in an appropriate manner and using correct English.

Acting as an internal performance consultant, involved in facilitating departmental meetings, focus groups and team-building activities as required

Develop team-building activities to ensure momentum is always part of the culture Personally liaise with long stay and repeat guests

Interact with guests - building professional relationships Consistently going above and beyond their expectations ensuring a memorable stay

Achievements Key driver for the introduction of the new TSA Front Desk Up-Selling program Analysed data, recorded statistics and reported to management on outcomes of upselling

programs – with future forecasts. Totally in charge of the preparation of the annual Mystery Guest inspection – Food and

Beverage Department, Rooms Department, Security, Engineering Department, Human Resources Department – achieving an improved score over the previous year (93.8 points / 100 overall for the year 2014 LRA audit).

Assisted in the introduction of the new GPS (Global Personalisation at Starwood) program

Jul 2013 – Mar 2014 Hotel Sofitel Jinan Silver PlazaJinan, Shandong, China

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Position: Front Desk Supervisor

With 315 rooms, 3 restaurants and 7 function rooms - responsibilities / duties included: Supervision and support of the rostered team members on a shift basis Providing prompt and efficient service to guests at all times Performing all reception duties – checking guests in and out of the property Maintaining accurate records and accounts in a trust accounting culture Upselling other products and services

Feb 2012 – Jul 2013 Sheraton Jinan HotelJinan, Shandong, China

Position: Guest Services Agent

With 410 rooms (at an average occupancy rate of 80%), 4 restaurants and 11 meeting / function rooms - responsibilities / duties included:

Handling all guest enquiries and personally ensuring their questions / problems were always addressed and resolved

Welcoming all guests to the hotel in an efficient and friendly manner Taking reservations for the hotel – accommodation, restaurants, function rooms

Achievements included: Upselling program commenced – personally encouraged other associates to actively

participate in the program Recorded an increase of 12%-13% in Front Desk sales Consistently one of the top 3 achievers in signing new members to the SPG (Starwood

Preferred Guest) membership

Jan 2011 – Jan 2012 7 - Eleven Service Station – Gold Coast, Australia

Position: Senior Store Clerk

Responsibilities / Duties included: Supervised staff – compiled staff rosters – trained staff Stock control – ordering stock Opening / closing / end of day cash-up duties

Aug 2010 – Dec 2010 Harbour City – Gold Coast, Australia

Position: Tour Guide

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- Position while studying at Griffith UniversityAchievements included:

First person to sell a Fox Fur valued at $18,000 to a client on a tour group Assisted travel groups with sales and negotiations Built strong rapport with clients - always ensuring I had a comprehensive knowledge of the

origins and background of the customers.

PERSONAL INTERESTS

Gym Basketball Reading Cooking

REFEREES

Steven JiangOwner – 7-Eleven Service Station, Robina, Gold Coast0403 661 598

Kee su ChinAssistant Front Office Manager – Sheraton Jinan HotelShandong, China+86 1326 2536 276

James HuGuest Services Manager and Club Lounge Manager – Sheraton Jinan HotelShandong, China+86 1881 8804 907

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