Hi, I’m
Cheng-Tao Zhang
Guildford,Surrey
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
Motivated and conscientious hospitality management professional with four years of experience in hotel operations and guest services. Currently pursuing a Master's degree in Strategic Hotel Management with a focus on revenue management and sustainability communication at the University of Surrey.
Overview
5
years of professional experience
4
years of post-secondary education
1
Certification
Work history
W Hotel TaipeiTaipei, Taiwan
Supervisor of Welcome Team
10.2021 - 12.2023
Job overview
- Established standard operating procedures (SOPs) and training materials for all Welcome Agents.
- Implemented daily operational checklists and team briefings to ensure all Welcome operations were effective and in line with brand standards, achieving and completing Marriott yearly brand standard audit.
- Reviewed performance metrics and set actionable targets to achieve Loyalty Enrollment, Upselling, and Guest Voice goals
- Managed staff rotas, planning workloads effectively and strategically.
Courtyard By MarriottTaipei, Taiwan
Front Desk Agent
01.2021 - 10.2021
Job overview
- Assisted guest check-in and check-out procedures, handle room accounts and related matters
- Communicated and coordinated, listened, recorded correctly and handled customer complaints
- Checked guests in and out and processed payments according to booking notes.
Hotel Royal ChiaohsiYilan, Taiwan
Rooms intern
07.2018 - 07.2019
Job overview
- Coordinated with front desk and handling room matters.
- Participated in training and seminars to enhance skills and promote growth.
Education
University of SurryGuildford, Surrey
Master of Science from Strategic Hotel Management
02.2024
University overview
- Awarded International Excellence Scholarship.
- Focus on Revenue Management, Sustainability Communication, and Hotel Investment and Finance.
- Dissertation in Sustainability communication, especially in eye tracking (iMotions).
National Kaohsiung University of Hospitality and TourismKaohsiung, Republic of China
Bachelor of Business Administration from Hotel Management
09.2016 - 06.2020
University overview
- Graduated with distinction
Skills
- Problem-solving, Communication skills, Team building, Strategic Planning, Leadership
- Knowledge of Microsoft: Word, Excel, PowerPoint, Outlook
- Learning Python and MySQL on Udemy and Coursera
Languages
Chinese (Mandarin)
Native
English
Fluent
Certification
• TSA-Front Desk Upselling-Level 1
• WSET Level 1 and 2 Award in Wines
• Certified Guest Service Professional (CGSP)
• Certified Hospitality Department Trainer (CHDT)
• Microsoft Certificate DAT207x Analyzing and Visualizing Data with Power BI Microsoft
• Certificate AZ-201.3 Develop Azure Cognitive Services, Bots, and IoT solutions
• Ongoing learnings: Python programming and MySQL course on Udemy and Coursera
Accomplishments
• Taiwan indigenous club at NKUHT : Secretary section and administration Feb. 2017 –Jun. 2020
• Hotel Operation Management Course : Teaching assistance Sep. 2019 –Dec. 2019
• Butler Academy Training : Coordinator Feb. 2017 – Jun. 2017
Timeline
University of Surry
Master of Science from Strategic Hotel Management
02.2024
Supervisor of Welcome Team
W Hotel Taipei
10.2021 - 12.2023
Front Desk Agent
Courtyard By Marriott
01.2021 - 10.2021
Rooms intern
Hotel Royal Chiaohsi
07.2018 - 07.2019
National Kaohsiung University of Hospitality and Tourism
Bachelor of Business Administration from Hotel Management
09.2016 - 06.2020
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