Đoàn Ngọc Anh Tuấn

Đoàn Ngọc Anh Tuấn

Hồ sơ 5 sao vàng 338 Lượt xem

Giới thiệu bản thân

Well-organized, detail-oriented team-player with excellent time management. Be able to evaluate trainee’s performance and increase their productivity. Passionate and dedicated to succeeding in the hospitality industry. Seeking to fill a vacancy where ability to provide exceptional customer service at the highest standard, great attention to detail and resolve guest issues with a positive and professional manner with the aim of meeting expectations of guest that can benefit in maintaining the reputation as well as motivate guests to return. Nurturing a professional working atmosphere which will help sustain the reputation in the top of Hospitality Industry. Also coming with UK Diploma in Hospitality Management in order to pursue a challenging, taking on new responsibilities to become the key person and seeking out for professional development in hospitality industry.

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Thông tin cá nhân

Họ và tên
Đoàn Ngọc Anh Tuấn
Giới tính
Nam
Ngày sinh
22/11/1995, 28 tuổi
Địa chỉ
62/38 Tân Thới Nhất 13, Phường Tân Thới Nhất, Quận 12, Hồ Chí Minh
Cập nhật
23/04/2024

Thông tin cơ bản

Kinh nghiệm làm việc
Từ 3 đến 5 năm
Vị trí
Nhân viên
Mức lương mong muốn
8 - 12 triệu
Nơi mong muốn làm việc
HCMC
Ngoại ngữ
Tiếng Anh (Khá)

Công việc mong muốn

Lĩnh vực

Kỹ năng

Time Management
SLOVING PROBLEM
Lắng nghe và xử lý tình huống
PMS Opera

Mong muốn về công việc

Talk about hotel, customer service, customer engagement. I want to become a key contact of Front Office and seeking for a professional development in hotel industry. "Learn from the best, become the best"

Giải thưởng

Top 1 Upselling

5/2023

Top 1 Upselling in "Michelin Journey by Two-Michelin Star Chef Takagi Kazuo" in upselling dining package (lunch & dinner) with Chef Takagi Kazuo for in-house guest.

Best Customer Service Department - Saigon Skydeck Team

12/2016

Award when Skydeck Team achieved customer satisfaction goal from the BOD.

Trình độ học vấn chuyên môn

N.I.I.E - Nguyen Tat Thanh Institute of International Education

Hospitality Management - Cao đẳng

Distinction Level : Room Division Operations Management ; The Developing Manager and Resource Management in Hospitality

Kinh nghiệm làm việc

Guest Service Agent tại Sheraton Saigon Hotel & Towers

Ho Chi Minh

- Internal transfer from JW Marriott Phu Quoc Resort - Respond to all inquiries from guests regarding to hotel services and operating hours in a timely manner. - Welcoming, check-in, issuance of key as well as confirm all detail data in guest's reservation. - Assisting with hotel transportation, settle any outstanding balances on guest folios, collect guest's feedback and check on their satisfaction upon checkout. - Receive and respond to all incoming calls, both in-house and direct calls to the hotel. - Handle any complaints and feedback from guests in a courteous and effective manner, guaranteeing a timely resolution for the guest and proper internal follow-up. - Identify guest's need and preferences in order to prevent any unforeseen and ensure a flawless and luxurious experience.

Front Desk Agent tại Khách sạn JW Marriott Phú Quốc Emerald Bay

Phú Quốc, Kiên Giang

- Created a memorable experiences for guests during guest’s journey, always meet K goal for Elite Appreciation, Intend to Recommend and Enrollment target each month. - Using brand knowledge to introduce about unique points of JW brand. - Up-sold hotel services, special promotion and rooms to hotel guests as well as walkin guests. - Volunteered to do check-in for V.I.P Elite guests and repeated guests. - Handled check out with 100% accurately of payments. Ensured end of day settlements were 100% correct with Duty Manager’s report and deposits were update correctly. - Ensured all types of payment of guests were safe, secure and comply with the policy of the hotel. - Communicated effectively with relevant departments regarding to daily operation or issues to solve it quickly. Reported to manager or supervisor on duty when unable to assist guests. - Supervised and trained 5 new trainees, 1 task force employee from Westin Cam Ranh and 1 new-hired agent in daily operation. Ensure they were up-to-date with hotel product knowledge including room types, rates and facilities in the resort. Be a key person whenever they needed. - Supporting Supervisor on daily operation such as: room assignment, blocked room on system for showroom/issues, processed payment with online travel agent booking, group check-in. - Supporting At Your Service dept. during festive season in order to handling internal calls as well as external calls to help operation run smoothly. - Being trained by Front Desk Manager and Front Office Manager to worked on Rebate/Refund on Project Tree system and became key person for this task and trained for other agents. - Being trained by Supervisor to work on Missing Stay task as well as V.I.P highlighted on GXP platform. Became key person for Missing stay task for Front Desk team.

Document Officer tại 24H Vietnam Visa Services Co.,Ltd

Hồ Chí Minh

• Always achieve 95% or above of successful rate for visa application for temporary entry on the first submission. • Cross-checked all documents submitted of guests were 100% true. Use multiple communication channels, such as: Internet, Telephone, LinkedIn, Facebook to search for the information if suspect those documents were fraud or incorrect. Reported to manager if spotted out fraud documents. • Knowledgeable of various areas of visa processing and be willing to assist other teams when needed. • Trained 2 new employees in-person in Ho Chi Minh Office as well as online training for team of 3 people in Binh Dinh Branch with the procedure, documents preparation as well as avoid serious mistakes. • Successfully handling 2 “rescue” case within 1 week for a family South Korea and 3 weeks for a student in France due to “humanitarian” reason when Delta wave spread over Asia and Europe. • Answered all inquiries of sale-person and guests related to the process of applied document to the designated agency like: VFS and TLS or the Consular of country destination.

Customer Ambassador tại Đài Quan sát Skydeck - Bitexco

Hồ Chí Minh

• A first and key contact with warm welcome to all guests, bring personalized service and extend genuine goodbye. • Processed guest’s transaction by using a point of sale (POS) machine. All transactions are proceeded with 100% accuracy. • Balanced 4,000,000 VND in cash bank at the end of each shift and all transactions are 100% accurate with the Supervisor report. • Maintained customer satisfaction rating above 95% with a metric covering these categories : friendliness, efficiency and knowledgeability. • Provided in-depth knowledge of local sightseeings, landmarks and restaurants. Received 8 out of 10 guest compliments for supportive behavior each shift. • Received “Excellent Customer Service” Certificate during probation time. • Created a Unique Selling Proposition to increase sale upto 15% for 3 consecutive months. • Cooperated with my colleagues to earn the title “Best Customer Service Department – Saigon Skydeck Team” in 2016.

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