May Ting Yu Wu
Household / Estate Director
Taipei
Summary
Dynamic hospitality professional with extensive international management experience and a proven ability to drive team development and profit growth. Renowned for delivering exceptional customer service while leveraging strong sales and marketing expertise to enhance brand visibility. Results-oriented leader adept at motivating teams to achieve peak performance while fostering a collaborative environment that prioritizes guest satisfaction. Detail-oriented in identifying opportunities for improvement, consistently exceeding expectations through innovative problem-solving and strategic planning.
Overview
23
23
years of professional experience
2
2
Languages
Work History
Household / Estate Director
Confidential UHNW Employer
09.2024 - Current
- Supervised and scheduled a team of 20+ household staff, including butlers, chefs, and childcare providers, ensuring seamless daily operations.
- Planned and monitored household cleaning schedules to ensure all residences consistently met five-star service and presentation standards.
- Coordinated with drivers, vendors, and international household teams across France, Hong Kong, Shanghai, and Japan to align service standards globally.
- Directed the planning and execution of high-profile private events, hosting VIP and international guests with exceptional discretion and service excellence.
- Oversaw inventory management, procurement, and vendor relations to optimize efficiency and uphold luxury standards.
- Anticipated and fulfilled principal’s requests with creativity and problem-solving, delivering bespoke solutions under time-sensitive conditions.
- Maintained absolute confidentiality and discretion in all aspects of household and guest management.
- Note: Employer details are withheld due to NDA.
Assistant Front Office Manager
Shangri-La’s Far Eastern Plaza Hotel
07.2013 - 09.2024
- Achieved certification as an Upsell Trainer accredited by Shangri-La International Management Headquarters.
- Supported upper management in creative manning and operational strategies during the pandemic.
- Facilitated team training to meet the standards for Forbes 5-star excellence.
- Played an active role in the transformation of the Hotel rooms, lobby and the Executive Lounge. From analyzing the critical path and coordinating with vendors and various departments to fine tuning the final product and enhancing guest services.
- Planning, proposing and implementing strategies and training for service recovery during hotel renovation.
- Participated in divisional forecasting and budgeting.
- Project Manager for the “FL15” core project, lead and chair meetings within the Rooms Division to enhance guest experience.
Service Manager – Guest Relations
Shangri-La’s Far Eastern Plaza Hotel
03.2012 - 06.2013
- Lead the merge of Horizon Club and Guest Relations. Oversaw the operations of both departments. From October 2012 onwards, also oversaw Front Desk operations.
- Reviewed, restructured and updated existing SOPs.
- Reorganized manning to improve productivity.
- Continue to drive guest satisfaction scores by encouraging brainstorming and implementation of new ideas. I.e. facetime with hotel limousine arrival guests which was a pioneer in the Shangri-La company.
Service Manager – Horizon Club
Shangri-La’s Far Eastern Plaza Hotel
07.2011 - 02.2012
- Oversaw the daily operations of the Exclusive Lounge, catering for membership of the highest tier, and VIP guests paying a premium rate.
- Managed and guided a team of 10 staff in achieving departmental and corporate goals.
- Inspected and implemented creative ideas in order to improve and delight the guest. As such, enhanced customer satisfaction score by more than 15% in 2012 (Received ‘Most Improved Department’ award).
- Improved Employee Satisfaction Score by more than 10% in 2012.
- Awarded ‘2012 Employee of the Year’.
Assistant Manager – Horizon Club
Shangri-La’s Far Eastern Plaza Hotel
11.2010 - 06.2011
- Oversaw the daily operations of the Exclusive Lounge, catering for membership of the highest tier, and VIP guests paying a premium rate.
- Managed and guided a team of 10 staff in achieving departmental and corporate goals.
- Inspected and implemented creative ideas in order to improve and delight the guest. As such, enhanced customer satisfaction score by more than 15% in 2012 (Received ‘Most Improved Department’ award).
- Improved Employee Satisfaction Score by more than 10% in 2012.
- Awarded ‘2012 Employee of the Year’.
Assistant Manager – Front Office
THE FOUR SEASONS RESORTS
01.2008 - 01.2010
- Oversaw Reception, Concierge, Guest Services, Communications and Transportation departments in daily resort operations.
- Lead and drove the team in achieving $250,000 upsell revenue in 2008.
- Developed new internal and external programs improving systems and driving guest satisfaction scores by approximately 10%.
- Trained and motivated multi-cultural team to achieve yearly departmental corporate goals.
- Facilitated and managed special requirements clientele to generate repeat business.
- Coordinated and directed guest air travel to and from remote location.
Front Desk Associate
THE FOUR SEASONS HOTEL
01.2006 - 01.2007
- Appointed to execute and facilitate city hotel front desk operations.
- Recognized as the hotel’s top revenue generating associate for a fiscal year as part of the ‘up-sell’ program increasing profit by over $55,000.
- Spearheaded management reports and programs to achieve and exceed department goals.
- Coordinated and assisted large corporate groups through various channels to ensure customer satisfaction.
- Controlled inventory and purchasing needs for department operations.
Housekeeping Attendant/Supervisor
THE FOUR SEASONS HOTEL
01.2006 - 01.2007
- Responsible to maintain corporate rooms standards.
- Supervised and inspected room preparations for quality of product.
- Trained and guided staff averaging 35 room daily turndowns.
- Controlled schedules and log reports.
- Ensured that the cleanliness of hotel public areas met standards.
Food & Beverage Attendant – Kable’s Restaurant
THE FOUR SEASONS HOTEL
01.2003 - 01.2004
- Responsible for providing fine dining service at a five star restaurant.
- Appointed hostess for large food and beverage functions.
- Acted as server for private gatherings.
Education
Bachelor of Business - Hospitality and Tourism
International College of Management
Sydney, NSW01.2006
Diploma - Hospitality Management
International College of Management
Sydney, NSW01.2004
Skills
Problem-solving
Awards
Excellence in Industry Training Award, Golden Key International Honor Society Award, Employee of the Year Award
Timeline
Household / Estate Director
Confidential UHNW Employer
09.2024 - Current
Assistant Front Office Manager
Shangri-La’s Far Eastern Plaza Hotel
07.2013 - 09.2024
Service Manager – Guest Relations
Shangri-La’s Far Eastern Plaza Hotel
03.2012 - 06.2013
Service Manager – Horizon Club
Shangri-La’s Far Eastern Plaza Hotel
07.2011 - 02.2012
Assistant Manager – Horizon Club
Shangri-La’s Far Eastern Plaza Hotel
11.2010 - 06.2011
Assistant Manager – Front Office
THE FOUR SEASONS RESORTS
01.2008 - 01.2010
Front Desk Associate
THE FOUR SEASONS HOTEL
01.2006 - 01.2007
Housekeeping Attendant/Supervisor
THE FOUR SEASONS HOTEL
01.2006 - 01.2007
Food & Beverage Attendant – Kable’s Restaurant
THE FOUR SEASONS HOTEL
01.2003 - 01.2004
Diploma - Hospitality Management
International College of Management
Bachelor of Business - Hospitality and Tourism
International College of Management
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