Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Peiyu(Andy) Wang

Charlottetown,PE

Summary

With over 9 years of experience in the hospitality industry, I have developed a strong background in hotel operations, reservations, and revenue management. My experience includes working at internationally recognized hotels such as Intercontinental, Crowne Plaza, and Grand Hyatt, as well as working for Ctrip.com, the number one OTA in China. In addition, I recently completed a diploma in Travel and Tourism Management from the Southern Institute of Technology in Queenstown, New Zealand.

Overview

11
11
years of professional experience

Work History

Reservation Agent

Pan Pacific Toronto
06.2022 - 07.2023
  • Check voicemails on the phone. Make sure to call back the caller and action the request.
  • Check last night’s No-show reservations.
  • Check yesterday’s cancellations.
  • Check possible duplicate Bookings.
  • Check the credit card authorization forms.
  • Check Arrivals for today that is staying with 5 nights or more and process either deposit or cc authorization.
  • Respond to OTA messages via extranet: Expedia, Booking.com, Agoda and Trip.com etc.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Worked closely with front desk to achieve full occupancy of property.
  • Balance the inventory.
  • Watch out for Siteminder failed delivery messages. Resync bookings from Siteminder to push to Opera. If not successful, enter the bookings manually in Opera.
  • All throughout the day, smile and answer the incoming calls within 3 rings.

Assistant Purchasing Manager

Ctrip.com
05.2017 - 03.2020
  • Researched and evaluated potential suppliers to determine best fits for company needs and to identify cost savings opportunities.
  • Scrutinized purchasing data to identify areas for improvement and cost savings.
  • OTA platform data collection, control and analysis.
  • Contacted location managers and department supervisors to assess requirements.
  • Purchased new products and oversaw inventory stocking and availability.
  • Identified opportunities to reduce lead times and improve inventory management.
  • Generated reports on purchasing activities to support management decisions.
  • Hired and trained purchasing staff to improve effectiveness of purchasing operations.

Assistant Revenue Manager

Grand Hyatt Beijing
05.2016 - 05.2017
  • Develop pricing and relevant strategies towards the goal of maximizing revenue market share and inducing growth in hotel’s revenues
  • Define the hotel's sales strategies and implement pricing recommendations across all channels, Hyatt revenue systems and market segments
  • Effectively manage and maintain Hyatt revenue management systems including PRIO, Reserve in accordance with Hyatt revenue management standards and conduct periodic audits for maximum efficiency
  • Be enthusiastic, dynamic, confident and ambitious. You will bring a sense of fun and optimism to your role, helping to maintain the positive atmosphere that exists across our teams.

Reservations Supervisor

Crowne Plaza Beijing Sun Palace
01.2015 - 04.2016
  • To supervise day to day management of the accommodation reservations optimizing the occupancy and yield in line with the budget.
  • To secure any outstanding correspondence relating to non-guaranteed arrivals.
  • To maintain an accurate knowledge of our competitors, including their product, average rates, availability and shortfalls when compared to InterContinental London Park Lane and ensure Reservations team is also savvy.
  • To assist the Reservations Manager in ensuring that any outstanding PM accounts are settled in a timely manner.
  • To assist in ensuring that the Reservations team understands and complies with the Hotel yield and rate strategy.
  • To ensure that the Reservations team are aware of the Hotel financial targets, know how to contribute towards delivering them.
  • Ensures the bedrooms are sold from inventory and complies with group and wholesaler allocation ceilings and release periods, ensuring selling opportunities are maximized.
  • To alert the Reservations Manager and Director of Revenue if availability dramatically changes and rate strategies need amending.
  • Compiles reports as and when necessary and when requested by the Reservations Manager.
  • To assist the Reservations Manager with any commission queries and debit notes.
  • To assist in developing applicable reservations operating standards, policies and procedures, in conjunction with the Reservations Manager.
  • Review same-day cancellation requests and analyze false bookings

Reservation Sales Agent

Langham Place Beijing Capital Airport
10.2013 - 01.2015
  • Answer the telephone and greet prospective guests in a friendly manner using clear, verbal communication. Take guest inquiries and requests for reservations. Promptly provide accurate information regarding availability, accommodation types, transportation to and from hotel, rate, etc. Promote hotel marketing programs. Assign reservations based on guest preferences and availability.
  • Read, retrieve, communicate and verify information including confirmation number to caller. Input and retrieve data with routine difficulty using a computer reservation system and utilizing codes for efficiency.
  • Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc. Memorize and communicate applicable deposit and guarantee policies as requested. Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.
  • Enter all Sales bookings and group contracts on a timely basis per the instructions of the Supervisor or Reservations Manager.
  • Perform routine filing and required report keeping for the department.
  • Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
  • Make daily reports by 8AM and send it to General Manager office.
  • Make all reservations for all airlines crews.
  • Be ready to receive customers whose flights are canceled due to various reasons as an airport hotel.

Hotel Front Desk Receptionist(Intership)

InterContinental Chongqing
06.2012 - 06.2013
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Monitored hotel's budget and financial records.
  • Stored guest valuables in safe and individual boxes for security.
  • Coordinated with vendors for repair and maintenance of hotel.
  • Liaised with housekeeping staff to verify service and maintenance of hotel standards.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Managed lost and found items to assist guests with retrieving belongings.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Collected room deposits, fees, and payments.
  • Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
  • Prepared reports on guest satisfaction levels and other metrics.
  • Implemented marketing and promotional initiatives to increase occupancy.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.

Education

Diploma - Travel And Tourism Managament

Southern Institute of Technology New Zealand
10.2021

Bachelor of Arts - English in Tourism And Hospitality

Sichuan International Studies University
06.2013

Skills

  • Microsoft Office
  • Sabre Software
  • PMS Systems
  • Global Distribution System (GDS) Software
  • Galileo GDS
  • Holidex
  • Ideas Revenue Management Software
  • Oracle Hospitality Software

Languages

English
Full Professional
Chinese (Mandarin)
Native or Bilingual
Japanese
Limited Working

Timeline

Reservation Agent

Pan Pacific Toronto
06.2022 - 07.2023

Assistant Purchasing Manager

Ctrip.com
05.2017 - 03.2020

Assistant Revenue Manager

Grand Hyatt Beijing
05.2016 - 05.2017

Reservations Supervisor

Crowne Plaza Beijing Sun Palace
01.2015 - 04.2016

Reservation Sales Agent

Langham Place Beijing Capital Airport
10.2013 - 01.2015

Hotel Front Desk Receptionist(Intership)

InterContinental Chongqing
06.2012 - 06.2013

Bachelor of Arts - English in Tourism And Hospitality

Sichuan International Studies University

Diploma - Travel And Tourism Managament

Southern Institute of Technology New Zealand

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Peiyu(Andy) Wang