EXECUTIVE AGENT cum BUTLER tại Novotel Danang Premier Han River

9/2022 → 4/2023 (7 tháng)

Danang

- Proficient in check – in and check – out process - Handle payment and settlement - Receiving, validating, following up on customer inquiries and take care process - Coordinate with other departments in the hotel to ensure the operation goes well - Manage guest's experience - Cost control and inventory management - Proficient in using Opera, Hotellink, Resa systems - Master of Accor Member - Accor Member knowledge - Management and handle guest complaint - Knowledge of business and professional services - Operational management - Butler for VVIP and President - Ensure operations are carried out in accordance with standards - Fluent communication skills - Take good care VIP, guest during their stay - Handle job from duty and manager - Problem solving skills - Customer persuasion skills - Time management skills - Customer service skills at Premier Executive Lounge - F&B knowledge - Upsell skill -Teamwork - Sociable, cheerful and enthusiastic personality with customers

CUSTOMER EXPERIENCE MANAGER tại HERITAGE COLLECTION

5/2023 → 12/2023 (7 tháng)

Singapore

- Propose, implement, monitor and report strategies to help hotels market and interact with customers during their stay - Monitor and evaluate actual customer satisfaction levels at the hotel. Resolve customer complaints - Monitor and evaluate customer satisfaction levels on platforms such as TripAdvisor, Google, Booking.com, Agoda,... - Optimized from a customer perspective, driving better customer loyalty - Propose, monitor implementation, evaluate and report strategies aimed at customer satisfaction during and after the stay. - Interact and support customers during their stay. Synthesize and evaluate customer experience, thereby proposing solutions to increase customer experience better - Assess and identify needs, desired experiences, and segment customers at each stage - Recruitment, assessment, training employees and reward to increase work performance, knowledge and experience - Manage and monitor feelings, emotions, and reviews from customers throughout the process of using products and services. Propose necessary solutions - Create job descriptions, departments, and employee development processes - Build brand image - Assign work, complete department timekeeping, and divide work shifts - Resolve and overcome employee problems - Monitor and control department costs and budgets - Plan and set goals for each stage - Advise with the board of directors, propose and implement plans to develop the department and service quality.

Top No.01 Star of Service from The Heart at Accor

1/2023

Top No.01 Star of Service from The Heart at Accor