Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Paul Shang

Courtenay

Summary

Accomplished Hospitality Executive with over 12 years of progressive leadership experience and a Bachelor of Business Administration. Expertise in driving operational excellence, revenue growth, and guest satisfaction across full-service hotels and F&B retail. Proven ability to transform operations, lead high-performing teams, and cultivate strategic partnerships. Seeking a Hotel Operations Manager or Director of Guest Experience role to deliver exceptional profitability and market positioning.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Kitchen Assistant

Quality Food Chinese Kitchen
10.2024 - Current
  • Assisted in food preparation, ensuring adherence to safety and quality standards.
  • Maintained cleanliness and organization of kitchen equipment and workspaces.
  • Supported chefs by efficiently managing inventory and supply replenishment.
  • Collaborated with team members to streamline meal service processes.

Store Manager

Chatime
06.2019 - 08.2024
  • Directed full-scope operations for a high-volume bubble tea franchise, managing a team of 8-10 staff and achieving consistent year-over-year sales growth
  • Spearheaded local business development initiatives by securing and managing corporate accounts with nearby schools and businesses
  • Recruited, trained, and scheduled staff, fostering a positive team environment that reduced employee turnover
  • Managed inventory procurement, controlled labour costs through efficient scheduling, and implemented new products successfully
  • Addressed and resolved customer complaints promptly, ensuring high levels of customer satisfaction

Sales&events Coordinator

Poco Inn & Suites Hotel & Conference Centre
03.2017 - 12.2018
  • Supported the Sales Manager in planning and executing events and conferences from inquiry to completion
  • Created detailed Banquet Event Orders (BEOs) and floor plans based on client specifications
  • Acted as the primary on-site liaison during events, coordinating with banquet, culinary, and AV departments to ensure flawless execution
  • Assisted with generating post-event reports and following up with clients for repeat business

Guest Service Representative/Night Auditor

Poco Inn & Suites Hotel & Conference Centre
02.2014 - 11.2016
  • Provided exceptional front desk service, managing check-in/out for guests and resolving issues to enhance the guest experience.
  • Conducted detailed night audits, reconciling all daily transactions from rooms, restaurant, and bar to ensure accounting accuracy.
  • Collaborated with the housekeeping team to perform room inspections, ensuring all rooms met quality standards before guest arrival.
  • Efficiently managed reservations from various channels including OTA platforms (Expedia, Booking.com), phone, and email.

Front Desk Agent / Night Auditor

Days Inn Hotel
03.2007 - 08.2009
  • Managed guest check-in and check-out processes efficiently, ensuring smooth arrivals and departures.
  • Resolved guest inquiries and complaints effectively, enhancing overall customer satisfaction.
  • Coordinated room assignments and special requests to optimize guest experiences.
  • Trained new front desk staff on policies, procedures, and customer service best practices.

Manager on Duty

Thunderbird Motel
01.2006 - 02.2007
  • Supervised daily operations to ensure optimal team performance and adherence to service standards.
  • Trained and mentored staff, fostering a collaborative environment and enhancing service delivery.
  • Implemented process improvements that streamlined workflows and elevated customer satisfaction levels.
  • Resolved escalated customer inquiries efficiently, maintaining high service quality and operational integrity.
  • Conducted daily room quality inspections and generated detailed activity reports for management review.

Front Desk Agent

Bluebird Motel
03.2005 - 12.2005
  • Greeted guests, processed reservations, and handled payments with 100% accuracy in transaction processing.
  • Provided personalized information about local services and attractions, enhancing guest experience and satisfaction.
  • Developed and maintained detailed knowledge of room inventory and availability, optimizing occupancy rates.
  • Effectively handled guest inquiries and concerns, resolving issues promptly to ensure positive outcomes.
  • Maintained impeccable front desk cleanliness and organization, creating a welcoming environment for guests.
  • Collaborated with housekeeping staff to ensure timely room readiness and smooth turnover processes.

Education

BBA - Marketing

Ascenda School of Management
Vancouver, BC
06-2013

Diploma - Hospitality Administration

Sprott Shaw College
Nanaimo, BC
06-2008

Skills

    Operations & Strategy

  • Multi-Property Operations
  • Process Optimization & Turnaround
  • Cross-Functional Leadership
  • Vendor & Contract Negotiation

    • Revenue & Finance

  • P&L Management
  • Revenue Management Strategies
  • Budgeting & Forecasting
  • KPI & Performance Analytics

    • Guest & Team Leadership

  • Talent Development & Coaching
  • Strategic Partnerships & B2B Sales
  • Guest Experience Innovation
  • Conflict Resolution & Mediation

Languages

English
Professional Working
Chinese (Mandarin)
Native or Bilingual

Certification

  • Software: Opera PMS, Microsoft Office Suite, BluePrint Reading
  • Certifications: Wyndham Rewards Silver Certificate - Positive Guest Experience, Food Safe Level 1, Serving It Right

Timeline

Kitchen Assistant

Quality Food Chinese Kitchen
10.2024 - Current

Store Manager

Chatime
06.2019 - 08.2024

Sales&events Coordinator

Poco Inn & Suites Hotel & Conference Centre
03.2017 - 12.2018

Guest Service Representative/Night Auditor

Poco Inn & Suites Hotel & Conference Centre
02.2014 - 11.2016

Front Desk Agent / Night Auditor

Days Inn Hotel
03.2007 - 08.2009

Manager on Duty

Thunderbird Motel
01.2006 - 02.2007

Front Desk Agent

Bluebird Motel
03.2005 - 12.2005

BBA - Marketing

Ascenda School of Management

Diploma - Hospitality Administration

Sprott Shaw College

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