Dual Front Office Supervisor / Acting Duty Manager tại The Otis Hotel, Autograph Collection / AC Hotel by Marriott

11/2022 → 5/2023 (5 tháng)

Austin, Texas

Upscale & Upper-Upscale Hotels | 347 rooms and suites | 6 outlets + Reporting directly to the Front Desk Manager, Assisting the Front Desk Manager in doing forecasts then creating staff schedules, training new hirer of the Front Office team + Using Gazette and pass-on from the previous shifts to do a pre-shift briefing with the on-duty front office team. + Using Gazette and negative case report to do Hotel management briefing with General Manager and the other department's managers. + Reviewing negative customer cases on GXP to ensure these cases are addressed and followed up with the guests on time and correctly by using the L.E.A.R.N model. + Reviewing Occupancy and Inventory for both hotels in order to ensure the availability of both hotels is balanced. If oversold, a balanced strategy will be given in time. + Doing script audits with team members to ensure we are provided all information about outlets, and amenities and meet the SOP of check-in. Applying the L.E.A.R.N model to Handle all issues and guest complaints during the shift to ensure guests will have good experiences during their stays. + Reviewing and signing off on the shift's checklist to ensure daily tasks have been done by the team members + Doing nightly audits with processing canceled reservations, parking reconciliation, and room productivity reports; posting Marriott Redemption Revenue. + Building control pack for nightly audits, including room management report, daily closing report, current deposit ledger, credit card activity, and guest no- show report then send it to Front Office Manager for reviewing and signing off. + Sending all Sales revenue reports of all outlets to the Director of Sales and posting all Comp meals to House Comp Master Sheet and PMS with the detail of outlet, server, reasons, and meal period.

Dual Guest Service Representative and AYS agent tại The Otis Hotel, Autograph Collection / AC Hotel by Marriott Austin

5/2022 → 11/2022 (6 tháng)

Austin, Texas

Upscale & Upper-Upscale Hotels | 347 rooms and suites | 6 outlets + Getting well-known about White Lodging and Marriott International brand knowledge + Using Light Speed ( The Otis Hotel) and Fosse (AC Hotel) to perform all front office tasks. + Using GXP to communicate with the relevant departments, communicate with guests, and also report individual issues to managers for following up in order to reach the highest guest satisfaction. + Developing and maintaining positive guest relationships through adaptive communication, attentive service, and empathetic conflict resolution Anticipating critical situations and solving them to ensure quality in operation and services for both guests and employees + Monitoring the Curators email and responding to all pre-arrival requests from guests; also addressing post-stay billing issues + Monitoring Expedia and Booking.com accounts of properties by replying to all the reviews, and messages in the inbox and processing the requests accordingly + Preparing Pre-Arrival Negative case reports for Room Leadership, and requesting VIP inspection from HK or Engineering if needed for repeated guests and VIP arrivals. + Monitoring Guest Planning Screen on GXP for pre-arrival planning (room preferences, milestones, special occasions, and special requests)

Guest Relation Officer Trainee tại InterContinental Saigon Hotel and Residences

3/2021 → 5/2021 (2 tháng)

Ho Chi Minh

- Using Opera Hotel Management System to perform all check-in and check-out tasks - Welcome and Greeting guests - Addressing and escalating customer complaints - Provide information about facilities, programs and other services - Provide information about amenities, area and venues and promote services - Review arrival lists to welcome guest in a friendly and professional way - Anticipate guest needs and build rapport with customers - Record information in the logbook daily - Answer and direct phone calls in a polite and friendly manner - Keep detailed and accurate records of visitor requests and of calls received - Receive deliveries; sort and distribute incoming mail - Invoice and bill guests for their stay and services used - Keep updated records of office expenses and costs

Monthly Champion ( Top Staff Service and Elite Appreciation)

8/2022

Achieved Top Staff Sevice and Elite Appreciation twice in a roll (07-2022 & 08-2022) at The Otis Hotel, Autograph Collection / AC Hotel by Marriott Austin