Trang Nguyen

• Ensures Outstanding customer care at all times. • Maintains a friendly, professional, cheerful and courteous demeanor at all times. Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service. • Trains and directs the work flow and processes of the front desk. Resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation. • Resolves customer issues, complaints and problems in a quick, eficient manner to maintain a high level of customer satisfaction and quality service. • Allocates rooms to expected arrivals after checking the guests preferences and special requests. • Ensures phone calls, wake up calls and messages for guests are handled in a prompt, eficient and professional manner. • Cross checks all billing instructions are correctly updated.Performs other duties as assigned, requested or deemed necessary by management. • Ensures Front desk log book and hotel log book is always updated and acted upon. Attends meetings as required. • Takes responsibility in the absence of AFOM or FOM. Assists all departments in servicing the guests especially during high volume periods

• Processes reservations by mail, telephone, telex, cable, fax or central reservation systems, from the sales ofice, other hotel departments, and travel agents. • Configuring rates on the hotels property management system. • Prepares letters of confirmation. • Communicates reservation information to the front desk. • Processes cancellations and modifications and promptly relays this information to the front desk. • Processes advance deposits on reservations. • Tracks future room availabilities on the basis of reservations. • Helps develop room revenue and occupancy forecasts. • Prepares expected arrival list for front ofice use.