Nguyễn Phan Tiến Khoa

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- Managed all aspects of the front office department, ensuring smooth operations and exceptional guest service. - Supervised front office staff, including scheduling, training, and performance evaluations. - Developed and implemented front office policies and procedures to enhance efficiency and guest satisfaction. - Coordinated with other departments to ensure seamless guest experiences, including handling VIP guest services and special requests. - Monitored guest feedback and implemented corrective actions to address any issues. - Managed the front office budget, controlling expenses and maximizing revenue opportunities through effective upselling and inventory management. - Ensured compliance with health and safety regulations, maintaining a safe environment for both guests and staff.

- Assisted in managing daily operations across all departments to ensure optimal guest experiences. - Monitored guest feedback and implemented service recovery strategies when necessary. - Coordinated with department heads to address operational challenges and improve efficiency. - Ensured compliance with brand standards and hotel policies across all service areas. - Conducted daily briefings with staff to communicate priorities and guest expectations. - Handled VIP guest relations, including personalized welcomes and tailored services. - Assisted in training and developing team members to maintain high service standards.

- Direct front office operation such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and focus on guest’s satisfaction and needs. - Participate in the development, implementation and review of the policies, procedures, practices and standards. - Maximize hotel revenue by controlling room inventory, group blocking, packages, up selling. - Maintain high visibility during peak period in order to ensure smooth running of operations, promote good public relations, take corrective actions and handle customers’ complaints to ensure their satisfaction. - Greet VIP guests upon their arrival and escort them to their room. Establish good rapport and offer assistance for the duration of their stay. - Coordinate front office duties with various departments such as Executive Office, Housekeeping, Sales and Marketing, Engineering and Security to ensure that all guests are given friendly and caring service from their arrival until their departure according to Kempinski Standards in a safe and secure environment. - Keep abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all front office staff are able to answer guest requests and questions.

- Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk reservations, guest services, and telephone areas. Prepare monthly reports and budget for front office department. - Schedules the front office staff. - Supervises workload during shifts. - Evaluates the job performance if each front office employee. - Maintains working relationships and communicates with all departments. - Resolves guest problems quickly, efficiently, and courteously

- Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety. - Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests. - Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate. - Maintain a professional and high quality service oriented environment at all times. - Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise. - Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments

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