Hospitality Operations · San Francisco

Yiyuan Karina Zhang

Turning Vision Into Reality

PortfolioHospitality Operations

Yiyuan Karina Zhang

Rooms & Front Office Operations · Guest Experience

I run front office and rooms operations for premium hotels. I lead teams of 90-plus, turn guest feedback into service that lasts, and keep the floor calm when it counts.

Languages English · Mandarin · Cantonese · Japanese · Korean

Yiyuan ‘Karina’ Zhang, hospitality operations professional
Yiyuan “Karina” Zhang, Rooms Operations Voyager, San Francisco Marriott Union Square
By the numbers
90+Associates supported across Front Office & Housekeeping
$30-40KMonthly upsell revenue at Waikiki Beach Marriott
5 yrsIn premium luxury hotel operations
3Flagship properties across California & Hawai‘i

Operations that guests feel, not just see

I specialize in front office operations, housekeeping, and guest experience across premium luxury hotels. My work sits where service meets logistics: managing guest escalations, resolving billing issues, and delivering for VIP and elite members while keeping a large operation running smoothly.

Today I serve as a Rooms Operation Voyager at the San Francisco Marriott Union Square, overseeing 90+ associates across Front Office and Housekeeping and supporting daily hotel operations. I'm strong in team coordination, problem-solving, and clear decision-making when the lobby is full and the pressure is on.

I'm now looking to step into a Front Office leadership or management role, where I can shape the guest experience and grow a team.

02

Recommendation

What it is like to work with her

“She closed approximately four out of every five client opportunities she managed, and generated referrals through the relationships she built.”

Eric LeeSEOD.com

Read the full recommendation

I had the pleasure of working with Karina for several years at SEOD, where she supported our sales and marketing efforts. Throughout that time, she consistently demonstrated professionalism, initiative, and a genuine commitment to both our clients and our team.

Karina has an exceptional ability to build relationships and earn the trust of clients. She consistently went above and beyond to ensure they had a positive experience, and her efforts translated into excellent results. She successfully closed approximately four out of every five client opportunities she managed and was also able to generate valuable referrals through the strong relationships she built.

One of Karina’s greatest strengths is her ability to connect with a diverse client base. Being fluent in both Mandarin and Cantonese allowed her to effectively communicate with many of our Chinese-speaking clients, helping us better serve their needs and expand our reach.

Beyond her sales abilities, Karina is a dedicated learner. She frequently stayed after hours to develop new skills, improve her knowledge, and find ways to contribute more effectively. She was also a supportive team member who was always willing to help her colleagues, share ideas, and contribute to a positive work environment.

Karina brings integrity, a strong work ethic, and a client-first mindset to everything she does. I would confidently recommend her for any sales, marketing, customer success, or client relationship role. She would be a valuable asset to any organization fortunate enough to have her.

4 in 5 Client opportunities closed at SEOD.com, plus referrals earned through the relationships she built. Reported by Eric Lee.
03

Capabilities

Where I make the difference

  1. 01

    Front Office Operations

    Day-to-day rooms operations, arrival flow, room assignments, and brand-standard service delivery at scale.

  2. 02

    Guest Experience & VIP

    Escalations, elite and VIP care, and turning guest feedback into action plans that close service gaps.

  3. 03

    Team Leadership

    Real-time floor leadership for teams of 60-90+, coaching to standard and holding the line during peak periods.

  4. 04

    Revenue, Upsell & Audit

    Upsell tracking and revenue support, billing reconciliation, and accurate night-audit reporting for management.

04

Experience

A track record in premium hotels

June 2025 to Present

San Francisco Marriott Union Square

Current

Rooms Operation Voyager

  • Oversee day-to-day front office and hotel operations, ensuring smooth guest flow and consistent service delivery.
  • Lead daily operations supporting 60+ associates, ensuring efficiency and brand-standard compliance.
  • Developed a Front Desk upsell tracking sheet to improve consistency and support revenue generation.
  • Use guest feedback to identify service gaps and implement action plans that improve guest experience.
  • Assist airline crew and group check-ins, preparing operational sheets and coordinating room assignments.
  • Act as operational support lead during peak periods and high-pressure situations.

September 2023 to June 2025

Waikiki Beach Marriott Resort & Spa

Front Desk Agent

  • Generated approximately $30K-$40K in monthly upsell revenue, contributing directly to hotel performance.
  • Delivered high-level front desk service in a premium environment, from arrival to departure.
  • Resolved billing discrepancies and adjusted accounts with accuracy.
  • Supported daily front office operations in a high-volume setting while maintaining brand service standards.

June 2021 to August 2023

Alohilani Resort Waikiki Beach

Night Auditor

  • Maintained financial accuracy through detailed billing reconciliation and daily audit reporting.
  • Produced timely, accurate financial summaries for management decision-making.
  • Recognized for strong problem-solving and guest handling during high-responsibility night shifts.
  • Used Excel and hotel systems to improve reporting accuracy and operational tracking.

Selected additional experience

Hope Horizon EPA2026

Director of Events · Volunteer

Lead major fundraising events end to end, from concept and planning to on-the-night execution, for the nonprofit.

Zareen's Restaurant2025

Catering, Events & Sales Consulting

Advised on catering and private events and consulted on sales, helping grow the restaurant's events and catering business.

SEOD.com2021-2025

Sales & Marketing

Supported sales and marketing efforts, from outreach to promotion, building reach and driving revenue.

From the islands to the city

HONOLULU SAN FRANCISCO
San Francisco Marriott Union Square, 2025 to present Waikiki Beach Marriott and Alohilani Resort, 2021 to 2025
05

Skills & systems

The toolkit

Systems

Opera·Lightspeed·PMS·HotSOS·Atlas Enhanced·Excel

Strengths

  • Front office operations
  • Guest escalations
  • VIP & elite service
  • Team leadership
  • Upsell & revenue
  • Billing reconciliation
  • Night audit
  • Process improvement
  • Room assignments
  • Brand standards
  • Event production
  • Fundraising events
  • Catering & private events
  • Sales & marketing

Languages

EnglishProfessional
MandarinNative
CantoneseNative
JapaneseConversational
KoreanBasic
06

Education & recognition

Trained in hospitality, top to bottom

Education

University of Hawai‘i at Mānoa

  • Master's DegreeHospitality Management
  • Bachelor's DegreeHospitality Management

Awards & certifications

  • Marriott Voyager Program, 2025-2026 Cohort
  • Outstanding Senior Performance Award, University of Hawai‘i at Mānoa
  • American Hotel & Lodging Association Certificate
  • Certificate in Hotel Industry Analytics

Let's talkSan Francisco

Ready for the next front desk

Open to Front Office leadership and rooms management roles in luxury hospitality. The fastest way to reach me is email or LinkedIn.

Yiyuanzhangkarina@icloud.com

Professional references available on request.