Receptionist cum Auditor tại Lan Rừng Resort & Spa Vũng Tàu

4/2012 → 1/2017 (4 năm 9 tháng)

Vũng Tàu

- To complete procedures when Guest arrives and leaves (Check in & Check Out Procedures). - To strictly follow hotel’s protocol to welcome direct guests until they receive their rooms (collect guest’ info, reaffirm with them the hotel policies, coordinate with other department to serve guests). - To answer phone calls, sometime redirecting calls to other staffs through switchboard or phone system. - To check the booking reservation of the day, verifying and consolidating with all kind of bills/payments.

Night Duty Manager tại Lan Rừng Resort & Spa Vũng Tàu

1/2017 → 1/2018 (1 năm )

Vũng Tàu

- To check cleanliness of the Resort Reception as well as public areas, including waiting area outside the reception, parking areas. - To follow the given protocols, doing the night- audit in the operating section in the resort. - To coordinate with all departments concerned in order to maintain Front Office Functions. - To ensure that all special requests listed on booking as well as requested while in house carried out with the highest level of service and in line with resort standard. - To report any maintenance issues discovered or reported in the rooms and ensure that these are timeously carried out, solve out guest’s issues that beyond the night shift receptionist’s responsibility and duty, to answer guests’ enquiries, handles complaints and attend to the needs of the guests.

Front Office Head Supervisor tại Lan Rừng Resort Phước Hải Beach

1/2018 → 9/2019 (1 năm 8 tháng)

Phước Hải

- To ensure outstanding customer care at all time. - To manage and monitor activities of all employees in the Front Office division making sure they adhere to the standards of excellence and to the guidelines set in the employee’s handbook resort policy and procedures, coaching, training and correcting where needed. - To resolve customer issues, complaints, problems in a quick, efficient manner to maintain the high level of customer satisfaction and quality services. - To check the accommodation, making sure any special request fulfilled with high satisfaction and check careful VIP rooms. - To perform other duties as assigned, requested by management beside the daily tasks.

Executive Housekeeper - Setup tại Mercure Hotel Vũng Tàu

9/2019 → 4/2021 (1 năm 7 tháng)

Vũng Tàu

- Manage, operate, plan and take responsibility for the operations of the Housekeeping department. - Co- operate with Finance Team to receive and manage OS&E goods entered into the storage from preopening time. - Deploying setup room amenities, linen, minibar on all hotel rooms from pre- opening time. - Check all defect and handover the room with construction team before operation. Highest Degree Level: College - Participate in the development of specific standards and workflows for each position in the department. - Planning to perform the duties of the department, supervising the implementation of the plan to complete the progress properly. - Ensuring the maintenance of the best housekeeping service from the living room to the public areas. - Work closely with the Head of other departments to improve the business efficiency of the resort. - Make the standard operating procedures and job descriptions for each position of the Housekeeping department to bring the department into operation in the most professional way. - Organize and maintain training. Co- operate with T&C Department to recruitment all positions. - Check items, laundry, uniforms, and tablecloths regularly and report lost and recovered items. - Planning inventory all of items to ensure adequate supply of goods for hotel operations. - Cost control of all item weekly, monthly. Plan economically and efficiently use items managed by Housekeeping Department. - Make recommendations to General Manager to improve the service and ensure more operation that is efficient. - Prepare CAPEX, OPEX plan for the department.

Executive Housekeeper tại Vinpearl Discovery Hà Tĩnh

4/2021 → 1/2022 (9 tháng)

Hà Tĩnh

- Organize individual work, ensure organizational chart: optimal; reasonable border, minimalist, achieve the highest efficiency. - Implement plans on schedule and quality, well handle arising situations to complete the plan. - Budget execution: efficiency, optimizing revenue and expenditure, don’t waste, successful completion of financial plans. - Develop an action plan of the area I am in charge of based on the need to improve, renew the service and equipment of the department to maintain and improve service quality. - Develop a periodic plan of the housekeeping department based on the work that needs to be done on a weekly, monthly, and yearly basis. - Develop/adjust the department's budget. - Operating and managing the daily activities of the Housekeeping department. - Controlling the implementation of standards, procedures, directives, and guidelines for the department. Proposing to renew, supplement, complete, and improve necessary processes, regulations, and instructions that are missing or unreasonable, ensure the systematic and reasonable. - Anticipate the risks in the operating system of the department and propose plans for early handling, prevention, and mitigation of consequences. Directly handle daily operations and incidents at the department. - Manage and arrange personnel according to the operation situation of the hotel. Actively mobilize personnel effectively in their department. - Prepare CAPEX, OPEX plan for the department. - Coordinate with the HR department in recruiting, training, and developing human resources for the department. - Training all of the Housekeeping staff as pre Vinpearl standard

Room Division Manager - Preopening tại APEC Mandala Hospitality Group

1/2022 → 12/2022 (10 tháng)

Tuy Hòa

- Directing FOM and HKM to operate, be responsible for the activities of the staff of the management department to ensure that all departments operate smoothly, in accordance with the standard operating procedures of the hotel SOP, especially is the standard of housekeeping, reservation, check-in… - Manage, operate, plan and take responsibility for the operations of the Housekeeping and Front Office Department. - Co- operate with Finance Team to receive and manage OS&E for bouth department entered into the storage from pre- opening time. - Work closely with the Head of other departments to improve the business efficiency of the hotel. - Ensure the implementation of customer relations (Guest relations) in the hotel - Responsible for resolving conflicts and situations arising between the FO and HK departments; handle guest complaints about hotel accommodation services of a serious nature. - Together with the Hotel Director and the Directors of related departments, make decisions, development strategies for the whole hotel and activities for the accommodation department (Room Division) in particular. - Keep track of statistics; periodically or irregularly report revenue, expected sales room capacity daily/weekly/monthly to the Board of Directors. - Responsible for departmental salaries and budgets – planning and balancing revenue and expenses for the entire accommodation block to ensure the lowest department costs, resulting in the highest room revenue for the hotel. - Planning activities, implementing specific work for events to welcome and serve VIP and VVIP guests of the hotel. - Proposing to the Board of Management initiatives to improve business, improve service quality, and save costs - Always present in a timely manner to handle customer complaints about the hotel's operation and service quality; Employee conflict. - Making reports on the revenue and related work of the accommodation department. - Organize and maintain training. Co- operate with Human Resources Department to recruitment all positions of bouth department. - Checking CAPEX, OPEX plan for the department.

Best Housekeeping Department of the year in 2019 at MERCURE Hotels VUNG TAU

12/2019

Bộ phận xuất sắc nhất năm của khách sạn trong thời kỳ tiền khai trương

Mr. Vũ Quang Định - EX - General Manager

Vinpearl Discovery Hà Tĩnh

quangdinh1982@gmail.com - 0917955656

Ms. Lương Lan Phương - EX - Operation Manager

APEC Mandala Hospitality Group

lanphuongdl52@gmail.com - 0988317625