Community Operations Specialist tại TDCX (Transformative Digital Customer Experience) Ltd.

11/2020 → Hiện tại

Bangkok, Thailand

- Review reported content and respond to user inquiries with empathy and accuracy - Gather, analyze and utilize relevant data to improve the overall user experience - Recognize trends, patterns and escalate them to global policy team - Ensure confidentiality, security, integrity and privacy of data as top priority

Guest Service Supervisor tại Cocobay Entertainment Complex, Danang, Vietnam

4/2017 → 4/2018 (1 năm )

Đà Nẵng

- Ensure the smooth operation of FO Department - Ensure all daily duties are completed in a timely and organized manner - Ensure team members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area - Resolves guest and associate complaints, inquiries and requests - Participate in training of all FO associates, acts as a resource to associates - Request myself to perform at a higher standard - Monitor the lobby area for property hygiene and protection, in the smallest detail - Create a smooth, friendly and efficient environment for all associate to perform their job to the best

Guest Service Agent tại InterContinental Danang Sun Peninsula Resort

4/2018 → 9/2019 (1 năm 5 tháng)

Đà Nẵng

- Perform check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation - Register all arrival rooms according to established procedures - Maintain cashier float and ensure daily report of all money received - Review all folios, special attention and regular guest prior their departure as to avoid any irregular item was posted - Attend to guest’s complaints, inquiries and requests - Up sell wherever possible to ensure maximum revenue - Checks night report, prepare the morning reports and all necessary forms for next day arrival guest when on night shift,

Guest Service Supervisor tại InterContinental Danang Sun Peninsula Resort

9/2019 → 10/2020 (1 năm )

Đà Nẵng

- Responsible for the operational efficiency of all Front Office areas during shift and the service delivery of those areas. Provide timely and professional check-in/check-out services in accordance with established scripting and standards. - Supervise cashiering activities during shift including: Cash handling and banking procedure Dealing with irregular payments Instructing staff in cash security procedures - Main person in charge GROUP check-in/checkout/billing construction... - Handle guest complains and follow up to support Duty Manager on Problem Resolution - Identify training need, propose training plan, and conduct the training - Conduct shift briefings, department meetings to ensure hotel activities and operational requirements are known - Supervise Front Office operations during assigned shift including: • Maintenance of guest personal information • Maintenance of information about local events • Supervise GSA team to follow Standard Operating Procedures(SOPs) - Observe staff’s performance, give feedback when need it. - Coach and develop new comers following Brand Standard and SOPs - Works with Associate Director of Guest Services/Director of Guest Services on man power planning and management needs. - Assign weekly roster - Perform any other duties which is assigned by the management from time to time - Set target for upselling, IHG member enrollment, Tripadvisor review... - Build and develop communities where knowledge is shared and that promotes diversity and connections. Initiates and maintains effective communication between Front Office department and all other departments

2nd place winner on Falcon Project

10/2021

For innovative insight to contribute to the Project – TDCX (Thailand) Limited

Nominee of Best Employee of the month

1/2020

For outstanding performance during the month – InterContinental Sun Peninsula Danang

Donation Champion

11/2018

For outstanding performance during the month - InterContinental Danang Sun Peninsula Resort Danang, Vietnam