* May 2003 - May 2005 Saigontourist Hospitality College Major: Hotel Management Customer Service Skills, Daily Front Office Operation

Language English, Vietnamese Computer Word, Excel, Powerpoint, Opera PMS Hospitality skills Active Listening - Giving full attention to what other people are saying, taking time to understand then response promptly - Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems - Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems - Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

* June 2012 - Jun 2014 Lotte Legend Hotel Saigon Executive Lounge Manager - Fully responsible for the Executive Lounge - Assures that effective orientation and training for new staff and professional development activities for experienced staff are planned and implemented - Maintains records of special events, house counts, food covers and daily business volumes - Works with other department heads on special projects assigned by the General Manager * June 2014 - Jan 2017 Lotte Legend Hotel Saigon Guest Relations Manager - Ensure and provide flawless, upscale, professional and high class guest service experiences - Analyze customer feedback and provide strategic direction to continuously improve overall rating on Tripadvisor - Actively listen and resolve guests’ complaints - Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to - Appraise team’s performance and produce reports - Examine activities logbook, assign tasks appropriately and implement control schedule daily - Taking care everything related to groups preparation and check in, check out - Ensure all VIP are well taken care of - Conduct Monthly training for all hotel associates as an In House Instructor.