PHAN NGUYEN HIEN LUONG

I am looking for advancement opportunities in the hospitality industry to learn more and perform my abilities.

Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests. Provides guidance and assistance to subordinates in connection with problems encountered. Conducts shift briefings to ensure all property activities and operational requirements are communicated effectively. Assigns work schedules and tasks, ensuring consistent adherence for operational stability. Leads, motivates, and engages team members to work effectively and strive for continuous improvement. Conducts performance appraisals and recommends disciplinary actions when necessary. Provides training for team members on SOPs, product knowledge, and relevant skills based on company documents to ensure strict compliance with regulations. Ensures accurate billing instructions and front desk transactions, investigating any accounting discrepancies closely. Responsible for maintaining the accuracy of daily and monthly financial reports. Resolves customer issues, complaints, and problems promptly to ensure complete service recovery, maintain high levels of customer satisfaction, and uphold quality service standards. Keeps the Front Office log book and hotel log book updated and takes necessary actions as per property procedures and policies, such as reporting complaints, incidents, security issues, or suspicious activities to security, managers, or the MOD. Establishes strong relationships and collaborates with all other departments to support operational efficiency and enhance guest service. Manages departmental budget and inventory, monitoring monthly expenses for staffing and supplies. Performs any additional duties as assigned, requested, or deemed necessary by management.

Understanding Front Office operational procedures. Keeping abreast of all resort services and facilities, promotions and packages, local information to being proactive addressing guest needs and suggest services enhance personalized guest experiences and revenue optimization Corporate with relevant departments accommodate requests whenever feasible Review appraisals and feedback, act according to guest input, and communicate effectively to ensure complete service recovery. Reviewing and updating guest correspondence and profiles, such as VIPs, frequent guests, and special occasions, while creating and maintaining VIP profiles. Organizing VIP amenities and inspecting for ensure conditions before guest arrivals. Utilize Operator software for tasks such as answering calls, taking messages, redirecting calls, resolve requests and assisting with preregistration. Control all guest transaction throughout their stay and complete guest billing as check out. Completing closing daily financial reports in the PMS system accurately according to procedures. Conduct Night Audit and reports according to property procedures.

Process all guest check-in by confirming reservations, assigning room, and issuing and activating room key. Accommodates special requests whenever possible. Assists in preregistration and blocking of rooms for reservations when necessary Handle guest check in and check out efficiently with friendly and professional manner. Coordinate with Housekeeping to track readiness of rooms for check-in and room status Answer, record, and process all guest calls, messages, requests, questions, or concerns. Supply guests with directions and information regarding property and local areas of interest. Coordinate with other departments to support and resolve customer requirements. Process all payment types such as room charges, cash, checks, debit, or credit. Thoroughly understand and adheres to proper credit, check-cashing and cash handling policies and procedures Understanding room status and room status tracking, room types, room location and room rates Uses suggestive selling techniques, present options and alternatives to guest to sell room and to promote other services of the property Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the POS system.

Understand clearly about all guest experiences and operation information in resort to promote all amenities, conveniences and programs offered. Coordinate experiences and guest requests with other teams and departments timely Check and capture all the guest correspondence and profiles before guest arrival: VIP, frequent guest, special occasions. Create and update VIP profiles. Driving buggy to active support guests and leading VIP to villa Expect and react promptly to guests' requirements and inquires. Actively listen and resolve guests' complaints Receive appraisals and feedback. Read guest feedback and follow tasks appropriately. Coordinate and communicate with guest to ensure complete service recovery. Report all incidents of guest dissatisfaction and attempt to satisfy all such guests, with resort policy

Welcoming and greeting guests. Acknowledging guests and seating patrons by escorting them to assigned tables Answering phone calls and dealing with sale techniques on the phone Fast and efficient sorting for high productivity during peak times Record information in the logbook daily. Being responsible for performing cashier duties

Service procedures Assists in arranging reservations in the restaurant Presenting menus, creating personal dining experience, answering guests’ inquiries, and offering information on menu items, beverages, and specials Acquiring Up-selling and Cross-selling techniques Taking quick and exact orders from different kinds of individuals or groups of guests Gaining confidence in dealing with guests in English language Dealing with guest complaints and resolving in-service contexts