TW Tongfei Wu Hospitality · Travel Tech · Partnerships

Open to global opportunities

Turning thoughtful service into lasting partnerships.

EHL-trained hospitality professional connecting luxury service, travel platforms and international business development.

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Based in China · Open to relocation Scroll to explore
Luxury Hospitality✦ Partner Operations✦ Travel Technology✦ Cross-cultural Communication✦ Luxury Hospitality✦ Partner Operations✦ Travel Technology✦ Cross-cultural Communication✦
01 Profile

The through line

I make complex journeys feel clear, human and well cared for.

My career began with a simple question: what makes people feel genuinely understood? At EHL and Mandarin Oriental, I learned to answer it through detail, anticipation and service recovery.

Through Tripadvisor/Viator and international business development, I brought the same thinking to digital platforms and B2B partnerships — aligning people, processes and commercial goals.

01

Human first

Listen closely, then make the next step effortless.

02

Commercially aware

Connect customer value with measurable business outcomes.

03

Globally fluent

Work comfortably across cultures, functions and time zones.

02 Journey

Experience

A career built across service, platforms and partnerships.

Each step added a new layer: frontline empathy, operational rigor, digital thinking and international commercial execution.

03 Selected impact

Evidence over adjectives

The outcomes behind the story.

Recovery & conversion01
0%on-site complaint resolution 0%hotel membership conversion

Used active listening and flexible, within-authority solutions to recover guest trust and create lasting customer value.

Local commerce02
¥0Kexternal partner commission / month

Matched guest intent with selected restaurants, transport and guide partners, turning trusted recommendations into revenue.

Incident operations03
0+average urgent cases / year

Coordinated document loss, flight disruption, medical support, vehicle and room resources with consistent execution under pressure.

Platform reputation04
4.8/5OTA rating maintained 0+five-star reviews naming Tongfei

Turned potential negative experiences into positive reviews and earned repeated recognition on Trip.com and Tripadvisor.

Travel platform growth05
+173%booking growth +318%booking value

Increased monthly Tripadvisor/Viator orders from 22 to 60 and booking value from US$175 to US$733.

International partnerships06
0+targeted outreach / month
0+active partner contacts
0+commercial discussions
04Case studies

Operations → product thinking

Three stories built for travel tech.

Each case connects a real guest problem with an operating decision and a measurable business outcome.

01Cross-border service recovery

From lost luggage to a letter to the GM

Owned an international guest's disrupted arrival end to end, turning anger and uncertainty into trust through clear promises and personal care.

  • 8 PMdelivery promise kept
  • 01single point of contact
  • GMpersonal letter of thanks
Read the full STAR case
02Zero-to-one B2B growth

Building a B2B pipeline from zero to signed contracts

Built a tiered prospect pipeline and a repeatable commercial process connecting outreach, needs diagnosis, negotiation, internal coordination and delivery.

  • 500+targeted outreach / month
  • 50+qualified conversations
  • 02contracts signed in month one
Read the full STAR case
03OTA conversion operations

Turning marketplace benchmarks into OTA growth

Used competitive benchmarking, listing optimisation, entry pricing and supplier coordination to strengthen the journey from visibility to booking and fulfilment.

  • 80+bookings managed
  • +173%order growth
  • +318%booking-value growth
Read the full STAR case
Case 01 · Cross-border service recovery

Lost luggage · Beijing arrival

Delivering calm, clarity and care when an arrival went wrong.

A service-recovery story about ownership, cross-cultural communication and keeping every promise made to the guest.

S

Situation

Before the guest arrived in Beijing, we had already built rapport by email. Her daughter was studying in China, and she had asked for advice on buying jade because of her passion for jewellery. On arrival, her luggage was delayed and the airport-transfer driver could not communicate with her in English. She called extremely frustrated, said the service had disappointed her and refused to pay.

T

Task

I needed to stabilise the arrival, restore trust and solve both the practical and emotional impact of the disruption. I took end-to-end ownership and became her single point of contact, while keeping hotel management informed.

A

Action

I first de-escalated the call and invited her to rest at the hotel while I handled the problem. During her journey, I prepared an essentials kit with sleepwear and toiletries, contacted the airline and confirmed an expected 7 p.m. delivery, then escalated the case to my manager. At the hotel, I explained the recovery plan, acknowledged the transfer-service language gap and promised room delivery before 8 p.m. I also prepared a temporary itinerary and arranged for her to dine in the hotel restaurant using a room charge, so the missing luggage, cash and cards would not disrupt her evening.

R

Result

The luggage reached her room within the promised timeframe. The next day, drawing on what I had learned about her interests, I prepared a bracelet from the Lama Temple and traditional Beijing pastries as a personalised gesture. Her trust was fully restored, and at departure she personally wrote to the General Manager to thank me for the service.

Capabilities demonstrated
01Service recovery ownership
02Cross-cultural communication
03Crisis coordination
04Personalised guest insight
Case 02 · Zero-to-one B2B development

Miracle Games · International partnerships

Creating a commercial engine where no client pipeline existed.

A zero-to-one business-development case covering prospecting, qualification, negotiation and cross-functional delivery.

S

Situation

At Miracle Games, I was asked to develop B2B partnerships from scratch without an inherited client pool. The role required building trust with international developers and platforms while establishing a workable commercial pipeline at the same time.

T

Task

My objective was to maintain high-volume targeted outreach, create qualified partner conversations and move suitable opportunities from cold contact to signed agreements within six weeks.

A

Action

I built an A/B/C segmentation model for 500+ prospects using urgency, business scale, product fit and cooperation intent, then prioritised faster, deeper follow-up for A-tier accounts. I standardised a six-stage operating process covering first contact, needs diagnosis, tailored proposal, contract negotiation, internal coordination and delivery. For small developers and larger platforms, I adapted the value proposition, commercial rights and conversation structure rather than relying on one generic pitch. I also tracked blockers, owners and next actions across commercial, technical and operational teams to keep opportunities moving.

R

Result

The process supported 500+ targeted outreaches per month, 50+ qualified conversations and more than 10 active commercial negotiations. Two contracts were signed in the first month, with contracted value exceeding the initial target.

Capabilities demonstrated
01Client development
02Commercial negotiation
03Pipeline prioritisation
04Project advancement
Case 03 · OTA conversion growth

Tripadvisor / Viator · Marketplace operations

Optimising every step from marketplace visibility to fulfilment.

A data-informed OTA case combining competitive benchmarking, merchandising, pricing and supplier coordination.

S

Situation

When I began operating travel products through Tripadvisor and Viator, the listings were incomplete, order volume was low and the customer journey from search result to purchase lacked clear trust and decision signals.

T

Task

I needed to improve listing quality, pricing competitiveness and service follow-up so that stronger marketplace visibility could translate into more bookings, higher booking value and reliable fulfilment.

A

Action

I audited titles, descriptions, inclusions, pricing, service details and supplier information. I benchmarked high-performing comparable products to identify category conventions such as image hierarchy, price bands, trust signals and frequently asked questions, then adapted those insights into original listings. High-frequency questions were moved forward, authentic people-and-experience imagery was prioritised, and a competitive entry price was set within an acceptable margin.

R

Result

I managed more than 80 bookings. Monthly orders increased from 22 to 60, representing 173% growth, while booking value rose from US$175 to US$733, a 318% increase. The work produced a repeatable approach to improving OTA conversion without compromising delivery quality.

Capabilities demonstrated
01Data-driven operations
02OTA conversion optimisation
03Competitive benchmarking
04Pricing strategy
05 Where I create value

The next chapter

Best at the intersection of people, platforms and growth.

01

Travel Tech & OTA Operations

02

Partner Onboarding & Success

03

Hospitality Commercial Operations

04

International Program Coordination

Let’s build something meaningful

Have a role where service meets growth?

I’m open to opportunities in travel technology, hospitality partnerships, customer operations and international programs.

2530967858@qq.com