Assistant Manager - Tenant Experience tại Frasers Property Vietnam

7/2021 → 11/2023 (2 năm 4 tháng)

Ngô Đức Kế, quận 1

• Developing and implementing strategies to improve tenant interactions across multiple touchpoints and channels. • Manage, coach, and keep up the performance of the team to maintain and enhance the experience of tenants. • Be responsible for smooth daily tenant's operation of 2 commercial buildings - Melinh Point and Worc@Q2. • Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve and enhance the customer journey and create a positive experience. • Maintain and foster the good relationship with tenant. • Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations. • Be responsible for marketing activities, events for tenants, but not limit to CSR activities. • Be responsible for the daily operation as well as budget controler for facility floors. • Be responsible for seasonal building decorations. • Propose, present and control annual budget and forecast expense arising from department activities. • Collaborating with cross-functional teams, such as marketing, leasing, and property management, to align customer experience efforts with business goals and objectives. • Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.

Customer Service Team Leader cum Reservation Manager tại Cozrum

3/2020 → 4/2021 (1 năm 1 tháng)

Bùi Thị Xuân, quận 1

• Resolve customer complaints. • Plan and establish work schedules, job assignment to meet production goal. • Develop and implement action plan necessary for improving the quality, productivity, and performance of the customer service team. • Be responsible for training of competent staff to ensure customer get the best service possible. • Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction. • Create better modes of operations to make customer service easier for both team members and customers. • Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards. • Making reservations for customers based on their various requirements and budgetary allowances. • Processing payments and sending confirmation details to customers. • Sorting out any issues that may arise with bookings or reservations. • Answering any questions customers might have about the reservation process. • Providing support to customers who may need to amend or cancel a reservation. • Manage the reservation process and operations. • Coach the team to deliver quality guest service.

Front Office Supervisor tại Sofitel Saigon Plaza

4/2015 → 2/2020 (4 năm 10 tháng)

17 Lê Duẩn, quận 1

• Perform various financial activities, such as cash handling and deposit preparation. • Plan and establish work schedules, assignments and production sequences to meet production goals. • Actively participate in up-selling program • Resolve customer complaints • Patiently and kindly dealt with complaints and problems with empathy for guest’s situation. • In charge of Front Desk when no former Duty Manager was in the shift. • Offer the best room rate especially for the walk-in guest to increase hotel revenue. • Control group and individual pay master. • In charge of training for new ambassadors and develop hotel’s training plans to the team.

Nguyễn Vũ Uy Nghi - Deputy General Manager - Commercial

Frasers Property Vietnam

. - 0903036575