Hi I am Yuanbo, I have 18+ years of experience in hotel management, working both at the head office of a global hotel management company and in individual hotel operations. In my most recent role, I led a team of 120+ hotel leaders to improve guest experience, satisfaction, and loyalty by analyzing customer profiles, coaching hotels on brand standards, creating strategic plans, providing insights, and discovering root causes. I also helped hotels understand the patterns and behaviors behind the numbers.

One of my strengths was building a comprehensive guest experience management system, covering pre-, during, and post-stay stages, and standardizing the operation process. The system aimed to create an emotional connection between the hotel and guests, improving engagement and the desire to return. I am always looking for new approaches to renovate existing tools and programs to better fit the current and future hospitality industry needs.

My mission is to assist businesses of all sizes with developing and implementing strategies to enhance their guest experience, leading to greater customer satisfaction and loyalty. My expertise in guest journey mapping, customer feedback management, and CX strategy development enables me to help more organizations - identify and address areas for improvement in their guest experience.

My approach is based on a data-driven approach and a focus on continuous improvement. At the heart of it all is a commitment to providing exceptional service and creating memorable experiences for guests. I am passionate about the hospitality industry and the role it plays in connecting people from all over the world.

In early 2020, I went to SISU to improve my English skills and meet a lot of amazing people. My experience at SISU was incredibly valuable, and I am grateful for the opportunity to have studied there. Not only did it help me improve my language skills, but it also opened up new perspectives and opportunities for personal and professional growth.

Outside of work and study, I enjoy traveling, running, reading, listening to music, trying new foods, and indulging my sweet tooth:) check out my favourites👈

Thank you for taking the time to learn about me. If you have any questions or would like to know more about how I can help improve your business's guest experience, please do not hesitate to chat with me or follow me on Zhihu.

Keywords: #Customer Experience Management, #Service Design, #Service Upgrade

💬Chat with me

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