Front Desk Senior Supervisor tại Sofitel Legend Metropole Hà Nội

10/2018 → 10/2020 (2 năm )

15 Ngô Quyên quận Hoàn Kiếm, Hà Nội

Directly handle all complaints of guests that are beyond competence of staff. • Take care of guests during their stay as well as during check-in, check-out procedures. • Fully in charge of the overall Front Desk team and activity during shift • Control all the paper reservation files for the next coming day and check carefully the room category, pricing, airport pick up, VIP Status, arrival time • Ensure the proper rooms blocked upon arrival time and special requests, and accurately follow up for arriving guests. • Read e-mail and follow up properly • Daily control of guest’s billing and hotel invoice

Front Office Manager tại Anatole Hotel Ha Noi

11/2020 → 5/2022 (1 năm 5 tháng)

28 Nhà Chung quận Hoàn Kiếm Hà Nôi

Supervising the efficiency of all processes of the hotel by proactively monitoring general operations including reception, bellman, guest relation officers and concierge • Training / coaching hotel standards / hiring and evaluate staff’s performance. • Directly handle all complaints of guests that are beyond competence of staff. • Taking initiative in ensuring that guests are fully satisfied with their experiences and employee interactions with guests are positive. • Meeting regularly with board management to stay up-to-date with organizational change or others related to the business of the hotel. • Maximize room revenue and occupancy by reviewing status daily, analyze rate variance, monitor credit report and maintain close observation of daily house counts • Monitor stock and order office supplies, including stationery and information leaflets

Guest Experience Manager tại Pullman Phu Quoc Beach Resort

7/2022 → 9/2023 (1 năm 2 tháng)

Group 6, commune Duong Tơ, Phu Quoc, Kien Giang

Ensure VIP guest’s experience meet expectation from pre-arrival to departure. Regular and close interactions with hotel guests to collect feedbacks and ideas. Focus on guest satisfaction when identifying business improvement opportunities. • Allow and support team member (front office/ food and beverages team…) to resolve internal and external guest service issues • Fully knowledge about the brand essentials ( standards ), checks and ensures full implementation across all departments • Set internal target and conduct quarterly full self-assessments to ensure the highest audit score

Ambassador of the year

4/2018

Ambassador of the year and employee of the month

Pieter De Weerd - General Manager

Pullman Phu Quoc Beach Resort

ha248-gm@pullmanphuquoc.com - 0773765738