Faculty of Hospitality and Tourism, Hue University

Front Offce Duty Manager tại Kings Canyon Resort

• Oversaw the operation of Front office team, co-operated closely with housekeeping team meet guests’ room requirements • Assisted Front Office supervisors and staff in handling strange situations to ensure efficient operations • Actively solved guest’s problems, complaints to ensure guest satisfaction was gained, reported complaints/incidents to the Board Management • Managed and implemented correspondence to guests’ comments on social media via Pro-views • Administered and took responsibility for the whole resort cash float safe • Authorised transaction voids, performed refund/internal credit transfer/reception procedures to guests’ accounts and the other Discovery Parks. • Was fully in charge of FITs/ group bookings for camping sites • Completed Daily business report, operational reports for the next day • Checked every transaction made by all of the outlets, solved variances and completed financial reports • Advised guests with local attractions (Kings Canyon Rim Walk, Creek Walk, etc) and activities (light tower tours, helicopter tour, and Aboriginal cultural tours and booked/cancelled those activities for them based on business operations and guest requests • Booked rooms/tent safari sites and tour guides as request counterpart travel agents • Was on patrol to public areas, camping sites, pools to make sure operation regulations are followed

Guest Service Team Leader tại Cicada Lodge - Nitmiluk Tours

• Performed check-in and check-out procedures for groups/FITs • Conducting final room checks and filling minibars before guests’ check-ins • Organized and set up tables for serving dinner and breakfast • Took orders, served drinks, breakfast and dinner • Assigned sections for staff and provided them with advice when needed • Actively solving problems and complaints during guests’ stays • Stocktook beverage monthly, placed beverage orders • Conducted End-of-day and preparing reports for the next day • Rostered, amended and approved of staff’s working shifts • Managed the team and took full responsibility for Lodge operation in the absence and after the resignation of the Manager

Duty Manager tại Vinpearl Resort & Spa Phu Quoc

• Actively solved guest’s problems to ensure guest satisfaction was gained, reported complaints/incidents in guest incident reports • Oversaw and ensured Front office smooth operations with prompt and appropriate actions needed • Assisted Housekeeping supervisors to check room status for arrivals during high occupancy periods • Prepared and checked for VIP arrivals and escorted guests to rooms/Villas • Managed and implemented correspondence to guests’ comments on social media (TripAdvisor, Trust you) • Compiled and led emergency rehearsal scenarios (fire evacuation, natural disaster prevention) • Conducted on-the-job training for Front office staff • Authorised complimentary room upgrades, voids, rebates and refunds. • Assisted reservation and sales teams to block rooms, create last-minute Vinpearl VIP FIT/group bookings • Provided information about local attractions (Vin wonder Phu Quoc, Vinpearl Safari Phu Quoc, night markets, and restaurants, etc) • Assessed and ranked designated Front office supervisors’ and staff’s performances based on standardised criteria of Vinpearl brand • Arranged and conducted interviews for bellman position recruitments as requested by Front Office manager • Conducted rostered overnight Manager-On-Duty shifts and completed MOD reports, checked abnormal signs (lights, sounds, and activities, etc) in the property to ensure safety of the guests, staff and property • Oversaw cleanliness of the lobbies, restaurants, lights, pools, and public areas • Was responsible for the entire resort operations the absence of Front Office Manager and Deputy General Manager/General Manager

Duty Manager tại Silk Path Grand Hue Hotel & Spa

Duties and responsibilities: • Assisting Front Office Manager to set up the facilities of Front Office department in the pre-opening of the hotel • Being responsible for front office operation during the absence of Front Office Manager • Creating and adjusting working departmental procedures to gain high productivity, conducting training for staff in terms of skills & knowledge, and giving instructions for staff when problems come up • Compiling forms for departmental operations, checking their contents and providing feedback to Front Office Manager • Assisting Housekeeping team to check defects of rooms and public areas on hotel contractors’ hand-over • Joining HODs briefing in the absence of Front Office Manager • Actively solving guest’s problems to ensure guest’s satisfaction is gained, reporting complaints/incidents in guest incident report • Preparing and checking for VIP’s arrival and escorting guests to rooms • Checking cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance, discussing problems that encountered on this point with Front office manager • Taking full responsibilities for the entire operation of the hotel in the absence of GM and Front Office manager as well as during night-shift

Front Office Supervisor (promoted since Apr 2019) tại Novotel Da Nang Premier Han River

Duties and responsibilities: • Assigning and supervising tasks for staffs suitably, overseeing their operations during shifts in-charge and assisting them with daily tasks • Tackling guests’ complaints/special requests directly and indirectly and making guest incident action report for further actions • Being in charge of MICE groups in collaboration with sales department for smooth operation and making total expense for liquidation process • Motivating the team to make every effort to make sure that KPIs of each working shift are met • Co-ordinating with all departments concerned in order to maintain Front Office functions properly • Managing the entire operations of the hotel during night shifts, recording and promptly resolving issues/emergencies arising. • Completing night audit duties and making daily reports to Management

Guest Service Agent tại Mercure Da Nang Bana Hills French Village

Duties and responsibilities: • Performing check in and check out procedure for FIT/group • Handling guests’ queries via phone and directly • Making reservations in the absence of Reservation team • Providing information about Bana Hills for guests