Nguyễn Bảo Khương

Friendly, challenging, supportive. Dynamic, critical thinking team, open minded managers.

Managed hotel occupancy using i-Hotel Management System for 251 hotel rooms, with the rate of 100% occupation in high season and above 40% in low season. Supervised a duty shift with 7 people and 3 shifts per day. Trained staff to improve performances in high-intensity workplace. Predicted situational awareness that could occur by preparing backup solutions during high season. Controlled the cash flow, and other payment during the shift.

Managed a duty shift at Front Office department (including Front Desk agent, Concierge, Bellman, and Operator) Handled all guest inquiries, complaints during a shift. Cooperated with front of house and back of house departments in maximizing guest satisfaction. Controlled room assignment of 305 rooms, understood IHG loyalty program to ensure all guest’s requests are well-prepared for their arrival. Audited bills, and rate. Cross check important reports for next day. Prepared reports for BOD daily meeting. In charged of crediting points for hotel guests who are members of IHG One Rewards loyalty program. On behalf of BOD, collaborated with Security and Risk department to take responsibility for hotel safety at night shift (22:00 – 06:00).

Recommend restaurants, entertainments, transportation methods. Act as a tour desk agent by of ering and selling tours. Respond all guest’s inquiries, emails, special requests. Follow directions from higher-ups and maintained hotel policies and standards. Always stay focus on hotel safety and security procedures.

Be responsible for all Facebook fanpages of Harley-Davidson in Vietnam. Ensure comments, messages on Facebook fanpages are answered timely and consistently Set up appointment with customers at the showroom. Contact loyal customers, prospects throught phone, email about up coming events, new products. Check and sort out all data carefully from Marketing team and transferd to Sales team. Liaise with related departments to handle customer comments and complaints.