Bùi Thị Phương Thư

Seeking a position in front-office/ reservation department of reputable hotels where I am able to utilize my knowledge and eight-year-experience in the same position of the hotel industry. Aiming to enhance professional and management skills to achieve a leadership role in the future.

• Maximize room revenues by maximizing occupancy and average rate. • Responsible for external telephone and email enquiries regarding the hotel with the most accurate and up to date information. • Establish good public relations with all bookers and guests. • Check arrival lists and verify all reservations are input correctly into the system, including billing information and special requests. • Supervise all advance deposit and co-ordinate with the Accounts Department as per policies and procedures. • Co-operate with Front Office and Sales Department to ensure all guests’ requests are handled in an efficient and timely manner. • Create a training task list and conduct training for newly recruited reservation staffs based on that list. • Supervise subordinates, including creating work schedules, assigning tasks, handling workloads, and ensuring the quality of work provided meets the expectations of the property • Other duties and responsibilities as assigned.

• Attend to the registration and reception of all incoming guests and the checkout of departing guests by utilizing the property management system. • Prepare in House reports for other departments and cooperate with these departments for the efficiency of the hotel’s operation. • Attend to telephone enquiries regarding the hotel, accepting calls for management and department heads and re-directing in-house guests calls and take appropriate messages. • Account in an honest and accurate manner for the change and handling of payments received from guest by the way of checkout or deposits received. Balance and reconcile each reception shift at its conclusion again using the property management system. • Accept enquiries and make forward reservations of accommodation for guests making every endeavor to convert enquiries into positive sales. • Attend to the many varied duties including but not limited to maintenance of the safety deposit boxes, storage and removal of guests luggage, delivery of messages to guests room, assistance with guest facilities, guest transport and requests for buses or taxis, tour information and booking requests. • To report all incidents and accidents in accordance with written procedures.

• Take external and internal phone calls from guests and other departments • Respond to enquiries about hotel’s products and services via various channels. • Handle reservations over the phone, through email and in person directly. • Consider to offer guests different price according to low or high seasons. • Solve problems and complaints from customers. • Control room inventory • Carry out any other duties and responsibilities as assigned

• Responsible for all activities that involve in Front Office’s works. • Handle reservations through telephone, emails and face to face communications. • Warm greeting, do check-in and check-out process • Handle all kind of guest’s requests and needs. • Solve problem and complaints from customers. • Responsible for managing the cash, currency and credit card received, balancing and handing them to colleague in the next shift.