Front Office Manager tại Khu Nghỉ Mát Evason Ana Mandara & Six Senses Spa - Nha Trang

12/2021 → Hiện tại

Nha Trang

Evason Ana Mandara Nha Trang: • Responsible for Front Office, Gift shop, Tour, Transportation and Landscape operation • Briefing 2-3 times per week with Resort Manager (RM) and all HOD to clarity resolve all pending issue. • Plan the training schedules to ensure all FO staff must be trained. • Revised and edit all SOP's for FO team to make sure that every FO staff has to follow the instruction. (for Evason Ana Mandara Nha Trang & Pre-opening Ana Mandara Cam Ranh) • Weekly perform the task of MOD (Evason Ana Mandara Nha Trang and other property such as Pax Ana Doc Let) to ensure all property in the system are being under well maintenance. • Resolve and train staff how to handle guests complaint to make sure that guests will be pleased with their stay from the first arrival to the last departure. • Take care all the assets belong to Front Office department (Front office lobby, Gift shop, Library, Business Center,Transportation, Tour desk, Porter area...) • Handle any guests complaint that are not directly settled by the team and train them how to handle similar cases. • Work with supplier and outsource to make a contract for gift shop, tour and transport. • Co-operation & support other property in the system (Pax Ana Doc Let, Ana Mandara Cam Ranh, Sovico Khanh Hoa- Managerment company). • Responsible for all Front Office equipment to pre-opening Ana Mandara Cam Ranh.

Assistant Front Office Manager tại Khu Nghỉ Mát Evason Ana Mandara & Six Senses Spa - Nha Trang

12/2019 → 12/2021 (2 năm )

Nha Trang

• Supervised the activities and the service levels. • Co-operation with other hotel departments in order to increase levels of communication and guest satisfaction. • Participated in the training, hiring, and documenting of all front office staff. • Ensured that front office paperwork was completed quickly and efficiently to help operations run smoothly • Gained expert knowledge Microsoft programs, including Outlook • Work with garden team to insure landscape area (garden, beach...) are being properly maintained • Make maintenance schedule, follow with driver team to ensure resort's transportation well maintained and responsible for all transport of resort (that include for guest, staff, goods...) (Evason Ana Mandara Nha Trang had plan to move to Cam Ranh which be called Ana Mandara Cam Ranh) During Covid Time – Evason Ana Mandara Nha Trang became Quarantine Resort from 01/2021 till 10/2021 (from TA: Nhat Minh & Vietravel): • Follow with Sale team & TA to get all document of guest before they check in (as require of CDC and Government for each quarantine group) • Strictly follow all medical instruction from CDC and Government (each 3 days test for negative results). • Lead, guide and co-operation with service team that include all department (FO, F&B, Maintenance, Kitchen, SEC, Garden) to ensure guest satisfaction during quarantine time while maintain safety for guest and staff. • Follow and Co-operation with HR team to get all document guest’s require when they finish quarantine time.

Duty Manager tại Khách sạn Starcity Nha Trang Hotel

6/2018 → 12/2019 (1 năm 5 tháng)

Nha Trang

• Providing a visible management presence while on duty. • Dealing with sales enquires in absence of sales department. • Monitor health and safety throughout the hotel. • Overlooking day-to-day operation of the property • Communicating with customers (handling complaints, collecting ideas on improving the operation, providing information, checking property, reporting any damages and breakdowns and checking if repairs have been completed) • Communicating with employees (problem solving, distributing work duties, providing all means to get the work done) • Assisting other heads of departments with their work • Reporting to the General Manager

Front Office Supervisor tại Khách sạn Starcity Nha Trang Hotel

6/2017 → 6/2018 (1 năm )

Nha Trang

• Maintains smooth operation of the front desk • Participates in training of all Front Office associates; acts as a resource to associates. • Checks guests in and out of the hotel; Performs daily report. • Meets guest requests as per the arrivals list; Follows up with guests who have not yet checked out of the hotel • Ensure all duties are completed in a timely and organized manner. (i.e. VIP list, assign room, Front Office report); communicates information to all departments related • Resolves guest and associate complaints and issues • Communicates clearly with Duty Manager of daily regime at the Front Desk • Ensures duties on task list are completed; Performs other related duties as required

Guest Service Agent tại Khách sạn Starcity Nha Trang Hotel

12/2015 → 6/2017 (1 năm 6 tháng)

Nha Trang

• Follow policies and procedures as part of the pre-opening team • Handle everyday guest comments, requests concerns and communicate with department related to ensure guest satisfaction • Prepared daily guest reports and determined room availability • Ensured proper input guest information in hotel PMS • Initiated efficient check-in and check-out procedures • Answered guest inquires in person via phone and though email. • Prepared daily guest reports and determined room availability • Ensured proper coding of guest information in hotel database • Initiated efficient check-in and check-out procedures • Answered guest inquires in person via phone and though email.

Receptionist tại Tropicana Nha Trang Hotel

1/2015 → 8/2015 (7 tháng)

Nha Trang

• Welcomed guest, handled guest issues and resolved complaints. • Maintained guest satisfaction

Đào Hữu Chung - Resort Manager

Khu Nghỉ Mát Evason Ana Mandara & Six Senses Spa - Nha Trang

rm-nhatrang@evasonresorts.com - 0983055200