Western Sydney University

Hong Bang International University

Front Office Duty Manager tại InterContinental Saigon hotel

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)

Business Development Representative tại Al Naboodah International Vietnam Co, Ltd

Led a 4-member team, managed 7 Facebook fanpages and 6 Google Business pages. Proposed solutions for customer feedback, complaints and maintained customer satisfaction rate from over 94%. Converted 2 – 4 % of customer data from online advertising campaigns to successful deals at showrooms. Developed wide and potential customer database, whilst built strong relationship between loyal customers and dealers.

Concierge tại Sedona Suites Ho Chi Minh City

Maximized customer’s loyalty by offering 5-star apartment services. Recognized unforeseen cases from daily activities of arrival and departure customers. Handled guest inquiries about sightseeing (full day and half day tour), arranged transportation services.

Front Office Duty Manager tại Hotel Grand Saigon

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. Forecasted situational awareness that could occur by preparing backup solutions during high season.

Front Office Receptionist tại Hotel Grand Saigon

Collaborated with Back Office departments (Housekeeping, Reservation, Sales & Marketing…) to ensure 5-star services demonstrated toward customers. Implemented check-in and check-out procedure (over 200 arrival and departure rooms per day among holiday seasons).

Bellman tại HOTEL NIKKO SAIGON

Presented international 5-star manner while delivering luggage for both arrival and departure customers, especially during busy seasons with full reservations of 334 rooms. Achieved MVP award for top performances in 2015.