Lan(Lyla) Y.

Experience

• 

  MIND Education Corporation

  Jun 2010 - Aug 2011

  Tour Guide Beijing

  • Worked as a tour guide over two consecutive summers in Beijing

• 

  The Ritz-Carlton Hotel Company, L.L.C.

  Jul 2012 - Oct 2012

  Food and Beverage Attendant (Work Experience Intern)

  • Served customers with all kinds of spirits, wines and cocktails• Provided exceptional customer service and made great contact with them• Completed financial report daily after shift.

• 

  ELong, Inc

  Dec 2012 - Jun 2013

  Travel Content Editor (Work Experience Intern)

  • Worked at Department of Travel Guide Network Service to discover attractions all over the world to match them with the closest hotel• Applied geographical and cultural knowledge of tourist attractions to edit, write and publish tourist guidelines and destination guide articles• Conducted tourist online liaison.

• 

  Brisbane Marriott Hotel

  Dec 2013 - Sept 2016

  • Anticipated and exceeded guest experience expectations• Ensured that queries, comments and complaints are dealt with appropriately, referring the guest to the Manager on Duty if necessary• Ensured that guest security and privacy is maintained at all times• Liaised and coordinated with other hotel departments to meet guest requirements• Promoted Marriott Rewards and Club Marriott Program• Drove up-sell and enrolment initiatives to exceed targets• Processed payments and refunds and ensured that floats are accounted for and managed appropriately• Liaised with and trained staff Show less • Led Brisbane Marriott Hotel Property Diagnostic Process Research Project• Applied mathematical and data mining skills to analyse 2015 Guest Arrival data to identify potential special corporate opportunities in Australia and International Markets• Managed hotel inventory in a timely manner to ensure the straight line availability• Actively committed to the Revenue Management Skills Training (RMST Online Virtual) Asia Pacific• Conducted rate loading in High Performance Pricing (HPP) system• Made reservations in MARSHA and Opera Show less

  • Guest Service Agent

    Apr 2016 - Sept 2016

  • Revenue Management Intern

    Nov 2015 - Jun 2016

  • Food and Beverage Attendant

    Dec 2013 - Apr 2016
• 

  Department of National Parks, Recreation, Sport and Racing

  Apr 2015 - Sept 2015

  Data Analyst & Survey Designer (Work Experience Intern)

  • Interpreted visitor survey results and generated Visitor Snapshots for all the Gateway Visitor Centres including Mon Repos Turtle Centre, David Fleay Wildlife Park and Walkabout Creek Visitor Centre• Developed and administered Mystery Customer Survey for all the centres. Coded surveys and compiled a PowerPoint presentation delivered to Rangers and Government decision makers

• 

  The University of Queensland

  Jul 2015 - Oct 2022

  • Project 1 – “Understanding Chinese accommodation managers’ crisis planning intention: An application of the theory of planned behaviour” Accountability: Conducted content analysis of Crisis Planning Intention interview data obtained from hotel managers in China. Utilized Data Analysis Software NVivo 10 and skills in Chinese language.• Project 2 – “Identifying the use of dynamic pricing strategies by Airbnb hosts” Accountability: Wrote a literature review and constructed the research framework • Project 3 – “Female risk and safety concerns on the use of Airbnb” Accountability: Leading this project by developing research questions, designing the research framework, managing meetings and discussions, collecting and analysing the data, and outputting the results in writing Show less

  • Research Assistant

    Jul 2015 - Oct 2022

  • Teaching Assistant

    Jul 2015 - Sept 2016
• 

  Marriott International

  Sept 2016 - May 2023

  - Supporting hotels: JW Marriott Hotel Beijing & The Ritz-Carlton Beijing:• Planning availability room inventory across all distribution channels including Opera Property Management System (Opera), Marriott Automatic Reservation System for Hotel Accommodation (MARSHA), Marriott.com and third party web sites• Ensuring hotel rates and packages correctly loaded across all distribution channels and liaising with Sales and Marketing to ensure effective communication of all current rates and packages• Responsible for the analysis of revenue, profit, and demand associated with the participating hotels’ rooms and function space inventory and being up to date on current and prospective trends in each market segment• Assisting in preparation of agenda and other supporting documents for sales strategy meetings• Assisting for preparation of forecasts (budgets and projections) and critiques of sales strategy effectiveness• Developing/utilizing analytical tools and systems toward the goal of maximizing total hotel revenue and profit Show less

  • Revenue Manager

    Nov 2020 - May 2023

  • Senior Revenue Analyst

    Jun 2018 - Nov 2020

  • Revenue Analyst

    Sept 2016 - Jun 2018
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  Park Hyatt

  May 2023 - now

  Director of Revenue Management

  Responsible for revenue maximization of 237-room luxury hotel - Park Hyatt Beijing. So far achieved MTD July the highest ADR among the past 7 years and continue to generate demand and drive revenue for the hotel.