THÂN TRỌNG THỨC

To provide the best customer service by delivery my 13 years of experiences in the hospitality industry to seek for the responsible, challenging position in prestige hotel and resort chains.

. Arrange tables, chairs and other necessary items before guests' arrival and after guests' departure
. Serve guests in the assigned station, area in a very courteous, friendly, and professional manner
. Acquire good knowledge of food & beverage in terms of menu

. Welcoming guest with friendly manner
. Deliver the best customer service at all times
. Carry out instructions given by the management team
. Keep up to date with current promotions and hotel pricing to provide information to guests.
. Fulfill all reasonable requests from guests to ensure they feel comfortable and safe.

From Oct 2013 to April 2014: Guest Service Supervisor
. Welcoming VIP guests
. Doing Check In, Check Out procedures
. Handling cash and foreign exchange
. Training new associates based on the hotel standards
. Checking and managing stationery.
. Handling complaints and solving problems to retrieve customer satisfaction.
. Following up with any special requests and transferring information to related departments for arrangement
. Managing the shift to ensure everything is running smoothly

Guest Service Agent
. Welcoming guests in a professional and courteous manner
. Doing Check In, Check Out procedure
. Handling cash and foreign exchange
. Greeting and answering incoming calls and internal calls with the courteous manners
. Receiving customer’s request and arranging accordingly
. Dealing with guest complaint and solving problem
. Maintaining and delivering the best hotel service to our guest
. Giving information and advices to guest to meet guest satisfaction
. Maintaining a professional reception area
. Handling various tasks with efficiency and diligence
Night Auditor (Night Shift)
. Assisting with Check-In, Check-Out procedure,
. Printing red invoices with company or travel agent’s information.
. Checking rate variance reports daily,
. Checking Posting Master Rooms and any pending charges then reported to relevant department for further following up.
. Running End of Day process on Opera system, printing out reports, VIPs, daily arrivals and departures.
. Submit all documents and report to Financial Controller.

. Arranging the rooms on the Opera system based on customer request.
. Welcoming VIPs arrivals in person to create memorable experiences to guests.
. Prepares and check in for VIP’s arrival and escorts guests to rooms.
. Checking emails and handling specials request from customers.
. Managing and training staffs according to the hotel standards.
. Handle customer complaints in appropriate manners and solving problems.
. Supervising Front Office staffs and assisting them in Check In and Check Out.
. Receiving information from Front Office Manager and Hotel Manager to conduct department briefing to ensure all Front Desk associates are well informed about the hotel promotions and special request from clients.
. Responsibility for training Front Desk associates about Customer Services to deliver excellence services to the guests.

Assisting Front Office Manager on the Front Office daily operation to maintain the best hotel services at all time.
. In charge of the Front Office team during the absent period of Front Office Manager and report directly to Director of Rooms.
. Responsible for room upselling, transportation and tours revenue by coordinating with the relevant section heads.
. Attend the daily meeting to report to Hotel Management for the Front Office daily operation.
. Attend the credit meeting with hotel management and finance to review any pending amount needs to be settled.
. Conduct daily briefing with the Front Office team to ensure information received are delivered thoroughly and effectively.
From September 2018 to August 2019: Renovation Project Manager – Task Force (Reporting directly to Director of Rooms)
. Assisting of Housekeeping and Front Office team for daily operation, renovation project, liquidation, warehouse inspection and renting, items inventory liquidation and purchase project while in absence of Executive Housekeeper.
. Coordinate with purchasing and finance for ordering projects to be followed up on time based on the rooms return date master plan.
. Coordinate with contractors and suppliers to ensure the items in store in safety and security conditions.
. Rooms defect inspection with Housekeeping team when the rooms are returned based on master plan.
. Responsible for floor plan and room features, room types to be updated accurately.
. Reporting directly to Director of Rooms for the detail of the process and results.

From October 2016 till August 2018: Front Office Senior Duty Manager
. Arranging Front Office team roster to ensure smooth, efficient of the Front Office daily operation.
. Responsibility for updating, revising Standards Operation Procedures (SOP), Memorandums and ensure all the Front Office team is following to the hotel standards consistently.
. Handling guest complaints in a professional manner and solving problems.
. Tracking and following up on Guest Service Index for any disappointment of guests, find out solutions for the service recovery and reports to Front Office Manager and Director of Rooms for further follow up.
. Arranging trainings for Front Office subordinates to ensure all the team members receive full information and knowledge to maintain their jobs perfectly and efficiently.
. Following up, coordinating with Sales and Marketing and relevant departments in advance for any big group booking for well arrangement to provide the best hotel services to the customers.
. Coordinate with Security department to ensure Security and Safety to all the customers and the entire hotel.
. Immediately action taking for any emergency issue happens in the hotel area
From Mar 2015 to October 2016: Front Office Duty Manager
. Checking VIP, group arrival and departure daily to arrange the rooms.
. Checking emails and handling specials request from customers.
. Cooperating with the other departments to ensure all the information is correct to maintain a professional working environment.
. Dealing with customer complaints in a professional manner and reporting to Assistant Front Office Manager.
. Assisting Front Desk, Concierge and Bell desk during the peak time to maintain the best service at all time.
. Checking cleanliness of hotel lobby and public areas, lights and as well as Front Office staff in proper appearance and behavior.
. Checking on registration cards of arriving guests and ensures all information should be filled on each registration cards.
. Checking credit report and following up with pending cases.
. Coordinating with all departments concerned in order to maintain Front Office functions properly.

. Preopening set up for Front Office Department including Opera - PMS, reports, SOPs, recruitments, training, maining of Front Office…etc
. Manage Front Office Department on daily basic. Ensure Front Office operation smoothly.
. Acting as Front Office Manager during Front Office Manager’s absent and report directly to Executive Assistant Manager.
. Following up on projects, proposal for purcharsing OS&E, stationary and manage budget of Front Office Department.

. Overlook Front Office daily operation including Concierge, Front Desk, Executive Lounge and Spa.

. Conduct training for Front Office team in order to comply with hotel standard operating procedure.

. Patrol, inspection then coordinate with Chief Engineering and Chief of Security for fire prevention and safety in the hotel premise. Propose plan, process and reporting result to General Manager.

. Coordinate with Human Resources for Front Office manpower planning and management needs.
. Work closely with Housekeeping Manager for room maintenance plan, room cleanliness procedure and process. Reporting directly to General Manager for the outcome.

. Manage department’s budget. Ensure daily operation of Front Office and guest service of the hotel are maintained.