Karina Zhang

Luxury Hospitality · San Francisco

Yiyuan “Karina” Zhang

Rooms & Front Office Operations · Guest Experience

A hospitality operations professional with progressive experience in premium luxury hotels. I lead large front office and housekeeping teams, turn guest feedback into service that lasts, and keep operations calm and precise under pressure.

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Yiyuan ‘Karina’ Zhang, hospitality operations professional
Rooms Operations VoyagerSF Marriott Union Square
90+
Associates supported across Front Office & Housekeeping
$30–40K
Monthly upsell revenue generated at Waikiki Beach Marriott
5 yrs
In premium luxury hotel operations
3
Flagship properties across California & Hawai‘i

About

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.

“The details a guest never notices are usually the ones that made their stay.”

Based in

San Francisco Bay Area · open to relocation

Focus

Front office leadership · guest experience · rooms operations · events & fundraising · sales

What I do

Where I make the difference

Front Office Operations

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

Guest Experience & VIP

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

Team Leadership

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

Revenue, Upsell & Audit

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

Experience

A track record in premium hotels

San Francisco Marriott Union Square
June 2025 — Present
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.
Waikiki Beach Marriott Resort & Spa
September 2023 — June 2025

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, ensuring seamless check-in and check-out.
  • Resolved billing discrepancies and adjusted accounts with accuracy.
  • Supported daily front office operations in a high-volume setting while maintaining brand service standards.
Alohilani Resort Waikiki Beach
June 2021 — August 2023

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.
  • Leveraged 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.

Skills & systems

The toolkit

Systems

OperaLightspeedPMS HotSOSAtlas EnhancedExcel

Strengths

Front office operationsGuest escalations VIP & elite serviceTeam leadership Upsell & revenueBilling reconciliation Night auditProcess improvement Room assignmentsBrand standards Event productionFundraising events Catering & private eventsSales & marketing

Languages

EnglishProfessional
MandarinNative
CantoneseNative
JapaneseConversational
KoreanBasic

Education & recognition

Trained in hospitality, top to bottom

Master's Degree, Hospitality Management

University of Hawai‘i at Mānoa

Bachelor's Degree, Hospitality Management

University of Hawai‘i at Mānoa

Awards & certifications

  • Marriott Voyager Program — 2025–2026 Cohort
  • Outstanding Senior Performance Award — UH Mānoa
  • American Hotel & Lodging Association Certificate
  • Certificate in Hotel Industry Analytics

Let's talk

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.

Email me LinkedIn

Professional references available on request.