- Jul 2007 - Jun 2010 Liverpool TAFE College Accounting – Advanced Diploma - Sep 2010 – June 2014 Nha Trang University Business Administration – Bachelor Degree

- Language English, Vietnamese - Computer Word, Excel, Powerpoint

* Sep 2016 – Present The Costa Nha Trang Hotel & Residences***** Front Office Manager - Managing and training the team of receptionists, night auditor / grooms on a regular basis. - Ensuring the front desk provides a professional and friendly service for guests - Conducting regularly scheduled meetings of front office personnel - Reviewing daily front office work and activity reports generated by night audit - Reviewing front office log book and guest feedback forms on a daily basis - Double checking of all guests arrival / departure - Scheduling the front office staff - Supervising workload during shifts - Ensuring that staffs are, at all times, attentive, friendly, helpful and courteous to all guests managers and other colleagues - Dealing with guests, including handling complaints when they come to the desk - Troubleshooting emergencies - Maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs - Maintaining the quality service manual & monitoring/filling of all guests’ requests & questionnaires (in house quality). - Checking cashiers in and out and verifying banks and deposits at the end of each shift - Enforcing all cash-handling, check-cashing, and credit policies. - Operating all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes - Verifying the correct and fruitful communication & cooperation with all other departments. - Upholding the hotel’s commitment to hospitality - Ensuring implementation of all hotel policies and house rules - Performing other duties as requested by management * Nov 2015 - Sep 2016 Poseidon Nha Trang Hotel**** Front Office Manager - Coordinates, directs and delegates the work of all Front Desk staff. - Schedules and supervises the front office staff. - Selects, hires and trains new employees as appropriate. - Coaches, counsels and disciplines employees as appropriate. - Forecasts business trends and provides reasoning and cures for situations where improvement is needed. - Leads staffs to be productive, motivated and provide excellent guest service. - Evaluates the job performance of front office team. - Maintains good working relationships and communications with all departments - Maintains control of the master key(s). - Verifies accurate room status information is maintained and properly communicated. - Resolves guest complaints and problems quickly, efficiently and courteously within 24 hours, via email, telephone or in person. - Updates, maintains, monitors and prepares group information and requirements, including relaying the appropriate information to relevant departments. - Reviews and completes credit limit report. - Maintains expenses in accordance with department budget. - Checks cashiers in and out, verifies banks and deposits at the end of each shift. - Audits to ensure that cashiering employees drop deposits into the safe and follow all cash handling policies. - Enforces all cash-handling and credit policies. - Conducts regular meetings with all personnel in the Front Office department, including communicating relevant information on the hotel's direction and allowing staff feedback to management. - Ensures all Front Office staff have proper uniform(s), wear them properly, and follow uniform regulations. - Leads front office employees to be motivated and provide excellent customer service. - Develops standards of service and job performance for Front Desk department. - Develops and implements formal training programs and checklists for all employees. - Completes the daily, weekly and monthly accounting and management reporting for the hotel, including night audit reports.  - Reviews night audit reports daily to ensure proper tracking of hotel revenue and marketing and source codes. Ensures night audit reports are faxed/e- mailed to the corporate office daily as appropriate. - Participates in revenue/yield management efforts for the property. - Communicates with housekeeping and maintenance departments for guest requests and needs. Updates room status in PMS.