This document is a resume for Yilin (Deron) Wang. It summarizes his professional experience working in management roles in hotels in China and Australia, including as a Guest Service Manager and Front Desk Supervisor. It also lists his education, including a Master's Degree in Tourism and Hospitality from Griffith University. The resume highlights his customer service skills and achievements in upselling programs and training hotel staff.

1. Resumé
YILIN (DERON) WANG
Sunshine Coast  Queensland
M: 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 - 2012
Major: Tourism and Hospitality Management
Griffith University, Gold Coast
· Graduate Certificate in Business 2010 - 2011
Griffith University, Brisbane
· Diploma of English and Education 2006 - 2009
Shandong Normal University, China
· Certificate IV – TESOL – Teaching English to Speakers of Other Languages) 2011 - 2012
Imagine 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
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2. · Excellent communication skills in the English language - written and verbal
· 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 Hotel
Jinan, Shandong, China
Position: Guest Service Manager
Rooms 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
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3. Jul 2013 – Mar 2014 Hotel Sofitel Jinan Silver Plaza
Jinan, Shandong, China
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 Hotel
Jinan, 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
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4. Aug 2010 – Dec 2010 Harbour City – Gold Coast, Australia
Position: Tour Guide
- Position while studying at Griffith University
Achievements 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 Jiang
Owner – 7-Eleven Service Station, Robina, Gold Coast
0403 661 598
Kee su Chin
Assistant Front Office Manager – Sheraton Jinan Hotel
Shandong, China
+86 1326 2536 276
James Hu
Guest Services Manager and Club Lounge Manager – Sheraton Jinan Hotel
Shandong, China
+86 1881 8804 907
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