Hoàng Thị Hải Yến

An opening environment with more opportunity to improve skills and show all proficiency.

- Convention & Sale - Housekeeping management - Front office management - Human resource management

 Rebranding Vinpearl to Melia brand, in charge for PIP- CAP ordering and control  Setup Front of House department to follow new standard of Melia International Brand  Configuration HMS report and well knowledge, understanding in system flow of working  Promotion, Upselling Proposal and Guidant team member follow procedure.  Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue  Monitor Front Office, and particularly Guest Relation team, to ensure priority members known repeat guests and other VIPs receive special attention and recognition  Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information  Communicate to the Hotel Manager all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information  In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc  Works with superior in the preparation and management of the department’s budge

- Prep-opening period responsibilities assist FOM direct, control and co- ordinate all Front Office operations -Ensuring that the check-in and check-out process runs as smoothly as possible and that guests are escorted to the correct room. -Responding to requests or complaints made by guests in a professional and polite manner in order to guarantee customer satisfaction. -Implementing procedures to improve services offered with the aim of attracting more customers. - Hiring and training staff in matters of professional conduct, and ensuring that there is enough staff at all times by organizing staffing schedules efficiently. - Supporting service personnel with questions posed by guests and taking over from the support staff if any issues arise. - Understanding what guest expectations are and anticipating problems in order to prevent complaints. - Acting as a link between guests and hotel management. - Attending meetings with management to discuss problems and strategies for improvement. - Handling cash or payments made by credit card. - Understanding safety and emergency procedures. - Prepare Daily Operation Reports/ Night Auditors

- Prep-opening period responsibilities assist FOM direct, control and co- ordinate all Front Office operations - Interview, select and recruit Front Office employees - Ensure training all staffs in highest standards service - Constantly monitor team members’ appearance, attitude and degree of professionalism - Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication - Assist HOD in the preparation of duty rosters, vacation planning and scheduling and public holiday scheduling. - Direct and co-ordinates all subordinate Front Office staff to ensure that operational matters are handled on time and guest expectations are met. - Act as a liaison between the Front Office Manager and Front Office Supervisory associates, appraising them of the situation and updating on issues of importance.

fo.mgr@thesecretcondao.com - 093 1978993