Assistant Sales Manager tại Sheraton Saigon Hotel & Towers

8/2022 → Hiện tại

Hochiminh City

• Gain understanding of the location’s primary target customer and service expectations; serve the customer by understanding their business, business issues and concerns, to offer better business solution • Understand the overall market – competitors’ strengths and weaknesses, economic trends, supply and demand, and know how to sell against them • Build and strengthen relationship with existing and new customers to enable future bookings • Develop relationships within the community to strengthen and expand customer base for sales opportunities • Establish a regular core pattern for meeting with principals of target markets and conduct the site inspections within the hotel • Participate in sales calls with members of sales team to acquire new business and close on business • Interact with guests to obtain feedback on product quality and service levels • Set high standards of performance for self and others; assume responsibility for work objectives; initiate, focus and monitor the effort of self and others toward the accomplishment goals; proactively take action and go beyond what is required • Evaluate and adapt the structure of own assignments and suggest improvement to work processes to best fit the needs and support the goals of the department • Provide feedback and guidance to help individuals develop and strengthen skills and abilities needed to accomplish work objectives • Achieve over 130% KPI in Q4/2022 and 120% KPI in Q1/2023, along with nomination for Best Performance for Q4/2022 • Organize the Marriot Sales Blitz Week for 17 Marriott properties in Vietnam to expand Marriott International’s influence in the travel market, acquire new leads and boost sales results

Cluster Key Account Manager (Corporate Section) tại Silk Path Hotels & Resorts

3/2022 → 7/2022 (4 tháng)

Hanoi

• Manage a portfolio of accounts to achieve sales target for cluster properties (04) in Vietnam • Conduct surveys to identify customers actively to define the potential business in assigned accounts • Contact customers via calls or meeting to discover the guest needs • Prepare and present sales proposal to potential clients, highlighting the best features and qualifies of products/services • Conduct price negotiations with customers to reach a favorable bargain for both parties • Maintain and strengthen relationship with clients to obtain feedback and to discuss opportunities for future business deals • Generate new business using existing and potential customer networks • Set, implement strategies effective sales action plan and track sales account targets, aligned with company objectives • Monitor sales metrics (e.g. monthly/quarterly sales results with target and forecasts) to conduct assessment of sales performance to make necessary adjustments to increase patronage • Suggest actions to improve sales performance and identify opportunities for growth

Operation Supervisor tại UK Visa Application Centre – VFS Global

11/2020 → 11/2021 (1 năm )

Hanoi, Vietnam

• Manage and supervise UK Visa Application Centre (UK VAC) staff activities to ensure efficient service delivery in line with all contractual obligations of the Home Office of the United Kingdom and with all VFS Global rules and regulations, and UK VAC operating procedures • Support the Area Manager in maintaining close liaison and coordination with the British Embassy in Hanoi by collecting and reporting feedback, issues, challenges, appreciations and conducting daily communication and relationship management • Monitor and report on all administrative aspects of the centre: facilities, financial monitoring, and cash management • Draft regular and ad-hoc reports for Area Manager, the British Embassy in Hanoi and UK Visas & Immigration (UKVI), to include consolidated reports on daily and monthly applications, collected fees, incidents and complaints • Maintain and improve level of customer and mission satisfaction by enhancing procedures and continuously innovating methods to increase sales, productivity and cost effectiveness • Manage website updates in English and Vietnamese with latest information, service availability and pricing • Evaluate workflows, customers’ feedback and the flow of customers on premises; plan staffing and report to Area Manager on necessary action for staffing changes • Ensure personal and professional development for self and team by conducting trainings on a regular basis • Manage staff attendance and leaves, reconcile attendance record and timesheet data to resolve conflicts if any

Operation Team Leader tại UK Visa Application Centre – VFS Global

7/2019 → 10/2020 (1 năm 3 tháng)

Hanoi, Vietnam

• Coordinate with the British Embassy in Hanoi and UKVI in meeting with agents and students, giving presentation and answering enquiries about travelling and studying in the UK • Provide team capacity building: training, testing, and evaluation of staffs; analyze training needs and create and implement plans based on feedback, sample checks and spot-check results • Identify opportunities for process and office management improvements, design and implement new systems • Keep track of project tasks, timelines, budgets and resources • Manage office supplies inventory and place orders as necessary • Arrange briefings, tours and other related activities for visitors, missions and other relevant stakeholders to VFS and UK VAC premises • Provide customers with information of visa application process, relevant forms and checklists

Guest Service Agent tại Melia Hanoi Hotel

6/2018 → 6/2019 (1 năm )

Hanoi, Vietnam

• Greet guests and complete the registration process including inputting and retrieving information from the system, confirmation of guest information and room rate, and selection of rooms • Perform guest check-ins and check-outs, manage reservations, and answer guest requests regarding hotel amenities • Increase hotel revenue by upselling in-house facilities, food and beverage outlets • Run daily reports to check reservations for accuracy and identify special requests • Manage cash float throughout the shift and ensure it balances correctly at the end of the shift • Maintain records of all vouchers and travelers checks and maintain knowledge on all currency conversion rates • Log all guest requests or issues into computer, contact appropriate individual or department and follow up with guest to ensure their request has been met to their satisfaction • Respond to guest complaints and resolve their issues in a timely manner

Business Center Secretary & Guest Relations Officer tại Melia Hanoi Hotel

1/2016 → 5/2018 (2 năm 3 tháng)

Hanoi, Vietnam

• Work directly with VIP guests, provide high level of administrative and clerical support service • Prepare welcome letters and give presentation about hotel facilities • Provide interpretation and translation service from Vietnamese to English and vice versa • Set up the VIP meeting room and manage meeting schedules • Answer emails, obtain guests feedback, and resolve complaints if needed • Manage office supplies and consolidate front office’s monthly revenue and expense reports

Customer Service Manager tại Oriental Central Hotel

9/2015 → 1/2016 (4 tháng)

Hanoi, Vietnam

• Manage bookings from guests, travel agents and OTAs via email, telephone, or in person • Welcome arriving guests, assigned rooms and process payment and billing information • Coordinate with housekeeping, bell service staff and management team to fulfill guest requests • Assist guests with ground transportation, restaurant reservation, and tour booking • Establish the hotel’s spa profile on TripAdvisor, obtain guests feedback, and manage it to be in the city top 5

Academic Excellence Scholarship 2009 - 2013

5/2013

Hanoi Open University Top 10 students with the highest GPA in the English Department at Hanoi Open University

Finalist - “Hanh Trinh YeuThuong 2012” Photo Contest

2/2012

The Spanish Agency for International Development Cooperation The Spanish Organization for Peace and Development Competed against 200+ teams and was selected to be one of the 12 finalists

Mr. Daniel Muscat - Director of Revenue & Reservation

Melia Hanoi Hotel

daniel.muscat@melia.com - (+84) 866 143 561

Ms. Quy Pham - Reservation Manager

Melia Hanoi Hotel

rsvnm@meliahanoi.com.vn - (+84) 936 148 368