Human first
Listen closely, then make the next step effortless.
Open to global opportunities
Turning thoughtful service into lasting partnerships.
EHL-trained hospitality professional connecting luxury service, travel platforms and international business development.
01
Lausanne
02
Beijing
03
Singapore
Career lens
People × Platforms
Global perspective, local care
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.
Commercially aware
Connect customer value with measurable business outcomes.
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.
2026 — NOW
01
Business Development & Partner Operations
Miracle Games
Managing international partner outreach, opportunity qualification, commercial discussions and cross-functional follow-up for global digital products.
2023 — 2025
02
Assistant Manager · Front Office & Concierge
Mandarin Oriental Wangfujing, Beijing
Managed high-volume guest operations, service recovery, local partner recommendations and cross-team dispatch while protecting luxury service standards.
SELECTED PROJECT
03
Travel Platform Operations
Tripadvisor / Viator
Managed destination products, bookings, supplier information and guest journeys, turning platform insights into rapid commercial growth.
2019 — 2023
04
BSc · International Hospitality Management
EHL Hospitality Business School
Built a global foundation in hospitality management, business fundamentals, customer experience and multicultural collaboration.
03
Selected impact
Evidence over adjectives
The outcomes behind the story.
Peak operations01
0+
→
0
rooms / day · average → holiday peak
Delivered zero-error account reconciliation while maintaining a guest satisfaction score above 4.9/5.0.
Recovery & conversion02
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 commerce03
¥0Kexternal partner commission / month
Matched guest intent with selected restaurants, transport and guide partners, turning trusted recommendations into revenue.
Incident operations04
0+urgent cases / year
0%on-site resolution
Coordinated document loss, flight disruption, medical support, vehicle and room resources with consistent execution under pressure.
Platform reputation05
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 growth06
+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 partnerships07
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.
Designing a smoother holiday arrival flow
Coordinated front desk, bell and transport resources during National Day and Spring Festival peaks, balancing speed, luggage flow and reconciliation accuracy.
- 80rooms handled at daily peak
- 0accounting errors
- 4.9/5guest satisfaction
Turning service recovery into loyalty
Applied active listening and fast, within-authority decisions to resolve issues on the spot, then converted trust into longer-term customer relationships.
- 95%on-site resolution
- 80%membership conversion
- 100+five-star name mentions
Productizing local discovery
Turned knowledge of niche attractions, trending restaurants and distinctive routes into recommendations, partner value and a reusable city playbook.
- ¥190Kmonthly partner commission
- 01city guide created and maintained
- ✓adopted for new-hire training
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