YING LIU
Shanghai,China
Summary
Resourceful and personable customer solutions consultant with over 25 years of experience excelling at prioritizing, completing multiple tasks simultaneously and following through to achieve team goals. Sharp and energetic team player with expertise in revenue driven, customer relationship management, conflict resolution, time management and leadership. Dependable, bilingual and courteous self-starter seeking to leverage an exceptional background into customer liaison role with growing organization.
Overview
25
25
years of professional experience
3
3
years of post-secondary education
Work History
Assist. VP
Shanghai, Lai Fung Holdings Limited
09.2021 - Current
- As GM of a 4-star hotel, managing all aspect to operations issues, create and hotel revenue and sales strategies, implement guest’s service strategies and culture within hotel division
- As a Owners’ representative, looking after a 5 star service apartment in the most happening area in Shanghai, making sure the ROI and safety manage in the property
Performance Consultant
TSA Training Services
01.2010 - 03.2020
- Providing training Services, Specialists, dedicated to partnering the hospitality industry through bespoken programs, combined with expert consulting services and measurement platforms to maximize and sustain performance outcomes
- Developing the essential selling skills for luxury hotels personnel through onsite Training and Coaching, in order to assist hotels on achieving financial goal.
Delegate Director of Operations
Accor Hotel Management group
08.2007 - 01.2010
- Coordinated cost-effective solutions across teams and significantly reducing production errors
- Improved client consultations and determine needs through team management
- Overlooked over 13 IBIS hotels in my region to making sure a smooth operation on daily basis
Director of Front Office (Executive Committee Member)
InterContinental Hotel
09.2006 - 10.2007
- Management skills to maximize financial business result
- Continually met business targets including guests / staff satisfaction through corporation with team
- Managed the coordination between departments to ensure consistent smooth running of daily operation.
Front Office Manager
The Shangri-la's Kerry Centre Hotel
01.2004 - 09.2006
- Held regular briefings and communication meetings with team members, motivating staff to achieve exceptional results for customers
- Actively participated in recruitment process, contributing to key recruitment decisions to ensure hotel delivered consistently exceptional results
- Planned, directed and coordinated daily service delivery across all operational departments, meeting and exceeding guest expectations.
Horizon Club Manager
The Shangri-la's Kerry Centre Hotel
09.2002 - 04.2004
- Assisted employee payroll processes by tracking attendance logs and expense monitoring
- Improved client consultations and determine needs through team management
- Customized products to meet user specifications improving customer experience.
Members & Guests Relations Manager
Hills Golf Club
09.2000 - 07.2002
- Ensured membership benefits were delivered in a timely manner to effectively build membership engagement and satisfaction
- Oversaw membership team members to ensure continuous improvements within renewal systems and communications
- Organised events to establish community relationships and maximise marketing strategies.
Senior Duty Manager
Golden Gulf Hotel
07.1995 - 07.2000
- Carried out essential responsibilities as duty manager to improve day-to-day hotel operations
- Liaised with team members to promote public relations strategies
Education
MA - Human Resource Management
University of Teesside
09.2020 - 09.2021
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School of Tourism & Services, Nan Kai University
01.1995 - 01.1997
Skills
Communication, Facilitation, Execution
undefinedTimeline
Assist. VP
Shanghai, Lai Fung Holdings Limited
09.2021 - Current
MA - Human Resource Management
University of Teesside
09.2020 - 09.2021
Performance Consultant
TSA Training Services
01.2010 - 03.2020
Delegate Director of Operations
Accor Hotel Management group
08.2007 - 01.2010
Director of Front Office (Executive Committee Member)
InterContinental Hotel
09.2006 - 10.2007
Front Office Manager
The Shangri-la's Kerry Centre Hotel
01.2004 - 09.2006
Horizon Club Manager
The Shangri-la's Kerry Centre Hotel
09.2002 - 04.2004
Members & Guests Relations Manager
Hills Golf Club
09.2000 - 07.2002
Senior Duty Manager
Golden Gulf Hotel
07.1995 - 07.2000
undefined
School of Tourism & Services, Nan Kai University
01.1995 - 01.1997
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