Front Desk Agent tại Maison D'Hanoi Hotel (35-37 Hang Trong & 35-37 Ma May)

7/2012 → 3/2015 (2 năm 7 tháng)

Ha Noi

- To welcome guests and identify specific reservations. - To register the guests and ensure their necessary details such as full name, address, nationality, passport number, etc. - To allocate room according to reservation list and confirm room rates, room location and types of room. - To cooperate with GRO to complete guest check-in and check-out procedures. - To notify Housekeeping department of all late check-out, early check-in and special requests. - To develop knowledge by using software in the Front Office position. - To use proper telephone etiquette and follow message handling procedures. - To handle different requests and complaints of guests. - To make report to accounting department. - To take any special requests from guests prior to their arrival: pick up from airport, tour requests, car rental, etc… via phone. - To take reservation from guests via phone if Reservation staff is out of their working time. - To arrange some tours itinerary and recommend guests to get their favourite tours.

Reservation Supervisor tại Church Boutique Hotels (Managed by H&K Hospitality – 9 Nha Tho, 21 Hang Ca & 95 Hang Gai)

4/2015 → 10/2016 (1 năm 5 tháng)

Ha Noi

- Training new reservation agent. - Receiving booking confirmation from Sales Team of H&K Hospitality and forward to Reservation agent. - Handling and processing reservation requests directly. - Maintaining reservation records. - Maintaining future room availability. - Generating accommodation statistics and forecasts. - Performing various clerical and administrative services. - Sell the hotel, its product and services. - Coordinating with Accounting Department regarding refunding or cancellation of reservations with deposits. - Sending an accurate daily and monthly record and count of reservations confirmed, rooms reserved, and rooms available for Sales to determine under or over booking. - Preparing monthly commission request for Corp’s bookers and ask for owner’s signature.

Sales Manager Online cum Reservation Agent tại Larosa Hanoi Hotel

3/2018 → 6/2020 (2 năm 3 tháng)

136 Nguyen Khuyen - Dong Da - Hanoi

- Maximizing key revenue streams to ensure consistent usage of all hotel facilities. - Building relationships with potential and past clients. - Managing OTAs to improve bedroom occupancies and yields. - Managing the processes in place to collect customer feedback and comments. - Developing responses to all Trip Advisor reviews. - Identify positives and build on these to improve our products. - Where the individual can be identified, address negatives direct with the objective to turn a complainant into a loyal customer. - Updating our website with all pricing changes and events. Identifying those sections which are dated and recommending replacement content - Working with the owner with the Hotels online Social Media presence. Identifying new relevant Social Media Platforms. - Setting up and managing a program for our Reception Hosts to assist us establish new contacts and prospects. And to assist in our management of the OTAs. - Work with the Manager: To review constantly our hospitality products and pricing and to develop the Hotels Sales and Marketing Plan. - Work as a reservation agent: key in booking; give booking back up to FO 1 day prior to check-in date; inform to any related department about banquet event (meeting room, breakfast take-away…)

Ecommerce Executive tại Apricot Hanoi Hotel

9/2020 → 5/2023 (2 năm 7 tháng)

136 Hang Trong, Hoan Kiem, Ha Noi

- Searching and exploiting new online travel agents for business expansion. - Price controlling to ensure rate parity in all OTAs. - Building relationships with Market Manager of each OTA to increase hotel visibility and rate parity. - Seasonal price adjustment to optimize revenue. - Price checking, room availability, market researching, test bookings, daily rate shopping on main sales channels and competitors to make adjustment suggestions. - Coordinating with other departments in customer care, resolving problems, customer feedbacks and complaints. - Coordinating with operation departments to improve Hotel review score on OTA Channels and response to all customer reviews. - Building budget and making forecast for each period. - Making weekly report to GM and Director of Sales & Marketing. - Performing other tasks as directed by DOSM. - Work as a Group Reservation: key in group booking, group rooming list… - Work as a Sales Admin: stationery order for department; attendance checking and send to Human Resource Department in each end of month.

Tran Quoc Tuan - Hotel Operation Manager

Apricot Hanoi Hotel

opm@apricothotels.com - 0916862224

Vu Thi Yen - Director of Sales & Marketing

Apricot Hanoi Hotel

dosm@apricothotels.com - 0976068279