Shiya Zhu
Vancouver,BC
Summary
Friendly guest service professional bringing over 6 years of exceptional hospitality experience. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Front of House Supervisor
Open Outcry
Vancouver, BC
09.2023 - 12.2025
- Directed day-to-day restaurant operations with emphasis on quality service and customer expectations.
- Coordinated event reservations and accommodated special requests from clients.
- Ensured cleanliness and orderliness of dining area to meet health standards.
- Provided essential support to servers during busy periods for improved efficiency.
- Interviewed, hired, and trained new staff to build a skilled team.
- Implemented upselling and cross-selling techniques to boost profits.
- Organized staff schedules to optimize service coverage across shifts.
Junior Restaurant Manager / Junior Banquet Captain
The Westin Bear Mountain Golf Resort & Spa
Victoria, BC
04.2022 - 09.2023
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved and investigated complaints regarding service, food quality and accommodations.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Assisted staff by serving food and beverages or bussing tables.
- Oversaw food preparation, production and presentation according to quality standards.
- Communicated with venue personnel to coordinate event logistics.
- Organized and laid out buffet equipment, food displays and other items.
- Coordinated with employees to arrange tables, chairs and other equipment needed for functions.
- Attended and monitored events to direct staff, proactively address issues and solve problems or concerns.
- Supervised food preparation, delivery and quality to ensure satisfaction.
Server Shift Leader
TORO Japanese Sushi
Victoria, BC
08.2022 - 09.2023
- Directed front of house operations to deliver positive guest experiences through friendly service and attention to guest needs.
- Handled complaints, settled disputes and resolved customer conflicts.
- Trained and acclimated new servers to restaurant's culture and operations.
- Supervised serving staff to drive high level of hospitality and food excellence.
- Cleared dishes from tables during and after meal service to maintain clean dining area.
- Managed opening and closing duties to facilitate restaurant operations.
- Maintained knowledge of menu items, ingredients and preparation methods to assist guests with menu selection.
Restaurant Hostess
Fairmont Empress
Victoria, BC
08.2021 - 12.2022
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
- Stayed attentive to server availability and table turnover to quickly seat guests.
- Accommodated guests with children and special needs to promote comfortable dining experience.
- Escorted guests to seating area, furnished menus and highlighted daily specials.
- Built positive relationships with other front-of-house and kitchen staff.
Operations Manager
SH91
Victoria, BC
04.2020 - 06.2022
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Established organizational vision and developed strategies to achieve sales and customer service goals.
- Managed scheduling, training and inventory control.
- Oversaw financial management, budget management, accounting and payroll activities.
- Created daily social media posts to build robust brand presence on Facebook and Instagram.
- Developed brand marketing plan strategies to increase brand awareness.
Front Desk Agent & VIP Lounge Server
Kempinski Hotel Guiyang China
Guiyang, Guizhou
08.2019 - 11.2019
- Provided exceptional service to high volume of daily customers.
- Checked identification to verify minimum age requirements for consumption of alcoholic beverages.
- Maintained tidiness and organization throughout bar area.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Received incoming calls and coordinated with staff to fulfill customer requests.
Front Desk Agent & Night Audit
Ramada By Wyndham Victoria
Victoria, BC
01.2019 - 07.2019
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Posted charges, updated accounts and issued bills to departing guests.
- Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
- Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Performed balance procedures for hotel accounts and resolved discrepancies.
Housekeeping Room Attendant
Housekeeping - Delta Hotels by Marriott Ocean Pointe Resort, BC Canada
, BC
04.2018 - 12.2018
- Organized supplies for efficient use based on expected customer needs.
- Ensured that bathrooms were stocked with towels and toiletries.
- Removed all trash from guest rooms, including emptying wastebaskets and properly disposing of all soiled linen.
- Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.
Guest Service Agent
Guizhou Xingzheshangju Hotel Management Co.,Ltd | Guiyang
Guizhou, China, China
01.2016 - 03.2016
- Managed guest check-in and check-out procedures, reservations and payments.
- Responded to guests, including email, telephone and in-person inquiries.
Front Desk Agent
Guizhou Xingzheshangju Hotel Management Co.,Ltd | Guiyang
Guizhou, China, China
06.2015 - 08.2015
- Responded to inquiries and room requests made online, by phone or email.
- Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
- Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
Education
Diploma - Hospitality Management
Camosun College
Victoria, BC04.2022
Skills
- Restaurant Operations Management
- Front of House Management
- Supervisory Skills
- Organization and Prioritization
- Hiring and Training
- Labor and Food Cost Control
- Customer Service
- Staff Leadership
- Opera System
- Dietary Specifications
- Relationship Building
- Inventory Systems
- Cost Control
- Schedule Management
- Event and Party Planning
- Microsoft Excel
Certification
• Food Safety License (Sep 18, 2023 - Sep 18, 2028)
• Serving it Right License (May 11, 2023 - May 11, 2028)
• Serving it Right License (May 11, 2023 - May 11, 2028)
Languages
English
Full Professional
Chinese (Mandarin)
Native/ Bilingual
References
- Open Outcry - Candace Chen Assistant Restaurant Manager (236-967-5181)
- The Westin Bear Mountain - Chris Jiang Assistant Food and Beverage Manger (403-918-9999)
- TORO Japanese Sushi - Hiro Fang Restaurant Owner/ Gene Manager (250-381-8868)
- Fairmont Empress- Meave Fogarty Restaurant Manager meave.fogarty@fairmont.com
Timeline
Front of House Supervisor
Open Outcry
09.2023 - 12.2025
Server Shift Leader
TORO Japanese Sushi
08.2022 - 09.2023
Junior Restaurant Manager / Junior Banquet Captain
The Westin Bear Mountain Golf Resort & Spa
04.2022 - 09.2023
Restaurant Hostess
Fairmont Empress
08.2021 - 12.2022
Operations Manager
SH91
04.2020 - 06.2022
Front Desk Agent & VIP Lounge Server
Kempinski Hotel Guiyang China
08.2019 - 11.2019
Front Desk Agent & Night Audit
Ramada By Wyndham Victoria
01.2019 - 07.2019
Housekeeping Room Attendant
Housekeeping - Delta Hotels by Marriott Ocean Pointe Resort, BC Canada
04.2018 - 12.2018
Guest Service Agent
Guizhou Xingzheshangju Hotel Management Co.,Ltd | Guiyang
01.2016 - 03.2016
Front Desk Agent
Guizhou Xingzheshangju Hotel Management Co.,Ltd | Guiyang
06.2015 - 08.2015
Diploma - Hospitality Management
Camosun College