\f2 Table of Contents Historical Profile of the Company .......... Current Company's Organizational Chart and my standing. My Job Description; standard shift; average salary or hourly wage. ...... 5 Guest Service Agent ($19-$22 per hour) . 5 Housekeeping Supervisor ($19-$27 per hour). Sales Coordinator ($18-$22 per hour) ..... . 6 Full Time Employee Benefits (Non-Union Hotel) ........... Internship Goals, Skills, and Purpose.. .. 7 Goals ...... - 8 Skills and Qualities Refined and Acquired . 8 Purpose...... Housekeeping ........ Guest Service Agent .. ... 10 Sales.. 11 Conclusion...... ... 11 Thank you, Letters ....... Updated Resume........ Jason Chen...... Professional summary . ... 18 EDUCATION .... ... 19WYNDHAM V GARDEN Chinatown Historical Profile of the Company The Wyndham Garden Chinatown opened its doors in November 2012. The newly constructed hotel is the third Wyndham Garden Hotel in New York City and the second in Manhattan into the mid-range hotel catering to both business and leisure travelers. Owned by 93 Bowery Holding, LLC, but managed by the Wyndham Hotel Group's Management Company. A boutique style hotel and up to 106 rooms features floor to ceiling windows with fabulous angles of the New York City skyline with a fitness center and free Wi-fi. The New York Sky Room, a 1965 Sq ft meeting and banquet space on the 17" floor accompany with a terrace. A private boardroom for up to 14 people equipped with state-of-the-art audiovisual equipment. In 2015, Rooftop 93 Bar & Lounge opened on the top two floor of Wyndham Garden Chinatown captivates a stunning panorama view of NYC with the addition of Shinka Ramen & Sake, well-known and Champion of the 2019 JapanFes International Ramen Contest in 2019 on the lobby level accompany with Bowery Beer Garden, NYC largest with 30 + different beer draft and Mr. Wu's Basement, an Asian KTV Bar. In December of 2022, Wyndham Garden Chinatown became a franchise of the Wyndham Hotel Group. Now owned and managed by 93 Bowery Holding, LLC still withholding its original mission to make hotel travel possible for all people with open arms.WYNDHAM GARDEN Organization Chart Chinatown *We also have a Revenue Manager who handles several properties, but I have not met her in person. My Job Description; standard shift; average salary or hourly wage As a Rooms Division Intern, I rotate between Front Office, Housekeeping, and Sales department. Guest Service Agent ($19-522 per hour) Standard Shift (AM, MID, PM) 7:00AM to 3:30 FM 11:00AM to 7:30 PM 3:00PM to 11:30 PM * Welcome guests in a warm and friendly manner. s Steps in to check in and check out of hotel guests in a professional manner. * Handle guest-related issues, assist appropriate follow-up and documenting in the M.O.D + Balance the house + Complete credit limit report and pass it on to the next agent. Housekeeping Supervisor ($19-$27 per hour) Standard Shift (AM, PM) 8:00 to 4:30 PM 10:00 to 6:30 PM * Organizing employee shifts in the housekeeping department. * Oversee training, provides feedback, and motivates team members. Checking private and public areas for cleanliness and tidiness to exceed the standards. s Setup the day by assigning daily tasks and performing standup. Conduct room inspections and administrate necessary correctional actions. * Closing the house by concluding the housekeeping detail reports (out of order, out of service, pickup, maintenance, room service, and the pass on report) Sales Coordinator ($18-$22 per hour) Standard Shift (AM) 9:00 to 5:30 PM * Remind and communicate to all hotel staff of the importance of the everyone sells concept. * Assist in creating and accompanying guest profiles to group rooming list. e Assists and supports the Director of Sales to increase guest loyalty through the creation of special offers. Full Time Employee Benefits (Non-Union Hotel) As listed from the altered Wyndham Hotel and Resort Handbook: Life Insurance, WHM pays the premium for basic life insurance. s ADE&D Insurance Accidental Death & Dismemberment Insurance equivalence to Life Insurance benefit, pay by WHNM. Disability, long and short-term benefits for eligible team members (Afier 1 year of enrollment ar 1000 hours) s Employee assistance program and resources concerning the team member someone living in your home. * Medical, Dental, and Vision insurance. * Spending & Savings Accounts e 401K retirement Plan (After 1 year of enrollment or 1000 hours) Commuter Benefits Voluntary Legal and Identity Theft Coverage Paid Time Off, Paid Sick Leave, Leaves of Absence Jury or Witness Duty Pay Bereavement Leave Internship Goals, Skills, and Purpose. This internship was an educational internship opportunity as Rooms Division Intern at Wyndham Garden Chinatown. Goals Understand the background, practical, and effective methods of being a reliable team member within the hotel departments. Gain professional experience, skills, and explore the hotel. Ta be reliable in administrating the skill sets taught and contribute to the hotel operations. Skills and Qualities Refined and Acquired Effective Leadership and Teamwaork Emaotional Intelligence and Empathy Self-awareness and the ability to delegate tasks. Time management, Listening. and Communication skills. Training and Motivation Coordinating departmental task Reliable, Accountable, and Responsible + Commitment and Dedication + Conflict resolutions + Paying Attention to Detail * Managing Budgets + Enthusiasm and having a good attitude. Purpose The internship was a chance to expose a student to the hotel industry to see and experience the challenges and rewards one can gain. My goal in this internship was to acquire as much field experience as possible within the hotel department, so I described my intents and personal goals during the interview process. Unfortunately, due to misfortunate events my time was cut short in the Sales department, but [ was given satisfying time in the Housekeeping and Guest Services department. Housekeeping During my time in the housekeeping department, I was taught many skills and qualifications to meet, motivate, inspire, show empathy, and pay attention to details (o accomplish given tasks. As an acting supervisor of the housekeeping department interpersonal skills were necessary to be successful. As [ have remembered many times, to be in the hospitality industry one cannot be reserved. For the operation to be successful, I first needed to triumph in connecting with the house attendants, houseman, engineers, and guest service agents and the role I played in the operation to coordinating departmental task. I also learned to delegate tasks and hold accountable for all actions. As a supervisor or manager, we need to understand delegation is not a sign of laziness, but a sign to train self and present others the opportunity to learn new skill sets and therefore, we can focus on other significant tasks. As we separate and divide the tasks, we can complete and meet deadlines better. This action promaotes self-growth and motivates importance. Accountability also serves beautifully in the operation by acting as a barrier to help, protect, and discipline self. Before releasing a room after inspecting the cleaned room by the house attendants. The duty and responsibilities lie in the hands of the house attendants. As a supervisor if we ignored the standard policy and negates in communicating the mistakes made by the house attendants and released the room then whatever fault lies in our hands. Which is why to smooth out the operation, we pay attention to details and point the mistakes out not to degrade the employees but bring awareness. Such action can help the house attendants in self-discipline to avoid continuation of the negative demeanor and the possibility of creating a pattern. At the end of the day, we can still be friendly, respectful and show empathy to each other but remain professional to speed up the operation. Guest Service Agent I found in the front office that self-awareness is very important. As a guest service agent our attitude will lead to many scenarios. We were told to answer phone calls in a timely manner (no more than three rings), greet all guest with smiles and eye contact, provide undivided attentions, every engagement every interaction counts, take ownership of our guests' needs and personally follows through all related issues, and lastly treat all guests as you would wish to be treated. 10 The commitment and dedication one need to persevere as an outstanding guest service require much hard work. As the front of the brand, we also receive showers of praise and undoubtful bashes. Hence listening and communication skills are essential to the process. Also, to be able to withstand pressure and maintain a delightful attitude to deliver the experience guest wants to receive in human interaction. Time management and organizational skills are also required to deliver the best outcomes possible to ensure guest satisfaction. Lastly, GSA needed to be clear in communication and precise in computing guest data. To explain all amenities, information during the stay, and the dos and don'ts to clear up any misunderstandings. To efficiently check in and out of guests, so they can rest tranquilly after their long travel and trouble-free settlement. And collaboration with the housekeeping and engineering team to assure the best possible solutions after a bad experience. Sales Sales was something I did not get exposed to much of. I was given assignments in delivering awareness to all employees about selling. Everyone sells is a concept newly developed and lectured by the WHM. Every department or member sells something in the hotel. The GM sells strategic goals to guide and deliver the most revenue. The DOO sells value of reliability, so team productive is efficient. The front of the desk sells room and experience by providing exceptional interaction and unforgetiable personalization needs. The housekeeping department sells cleanliness and aesthetic pleasure by delivering luxurious feeling. The engineering department sells a functional facility, so the guest will be trouble-free in all aspects of the stay. And sale sells to generate revenue by building relationships with guests. Conclusion 11 The internship highlighted several aspects of character development and reinforced some of the prior skill sets and characteristics. In ways that [ see myself weak and undeveloped in delegation because I viewed it as a weakness in the past. Accountability can also lead to demaralization once negative pattern surface. Working in a diversified team also lead me in pursuing to learn another language to break that barrier. I feel re-energized and confident in tackling any hotel endeavors because of this precious experience