Steven Gao

Steven Gao

Front Desk Agent at Jw Marriott indianapolis
Lives in Shanghai, China
over 6 months ago

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As an passionate Hospitality Management student who learns quickly, I possess strong social skills and the ability to create team spirit. I am actively seeking the Front Desk Agent Position in a dynamic internationally-recognized company.


  • Front Desk Agent

    Jw Marriott indianapolis - Indianapolis, IN, United States

    Front Office reception
    August 2016 - Now

    - Crafting check-in and check-out process. - Utilizing the 15/5 rule by making eye-contact with the guest within 15 feet and verbally acknowledging the guest within 5 feet. - Establishing what the guest truly needs. - Acting proactively to resolve the issue for the guest. - Providing the truly useful information of the hotel facilities. - Working as Night Audit to ensure all the room rates are applied to the guest account correctly and properly. - Posting and adjusting off the inappropriate charge based on the fact and circumstance. - Allocating the room according to the guest's requirement. - Taking ownership of every single task, never hand off the unfinished job or unresolved issue. - Using professional wording and proper posture to communicate with the guest. - Remaining composed and poised as the issue or complaint arises. - Regularly and actively participating the charitable cause supported by JW Marriott. - Always smile.

  • management trainee

    Pullman Bangkok Hotel G - Bangkok, Thailand

    Front Office reception
    February 2016 - June 2016

    - Providing the nearby information of tourist attraction to the guests. - Working as a receptionist and performing the skill of the opera system for check in and check out. - Dealing with complaints from the guests. - Working as a cashier to audit the account. - Making the reservation for the guest, up-selling and cross-selling. - Allocating the room for the group and individual guest. - Working at Concerige Department preparing the honeymoon and anniversary amenities for the guest.

  • trainee

    radisson blue - Shanghai, China

    F&B service
    November 2014 - May 2015

    - Applying skills in the F&B Department, such as service, up-selling, knowledge of wine during the internship. - Participating in the planning and organising several banquets over one hundred guests. - Dealing with complaints and unexpected problems.


  • Post Graduate Diploma

    SHMS Swiss Hotel Management School - Leysin, Switzerland

    September 2015 - September 2016

    Postgraduate Diploma in Hotel Management

  • Bachelor

    Shanghai Jian Qiao University - Shanghai, China

    September 2011 - June 2015

    Bachelor Degree in Environmental Design


  • Chinese
    Native or fluent
  • English
    Full professional
  • French
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Shanghai, China
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