General Manager tại Navy Hotel Danang

5/2019 → 12/2019 (7 tháng)

Đà Nẵng, Việt Nam

• Responsible for managing the Hotel Management Team (HOD) and overall hotel targets to deliver an excellence Guest experience. • Oversees the operations functions of the hotel • Hold regular briefings and meetings with all head of department. • Ensures full compliance to Hotel operating controls, SOP’s, policies, procedures and service standard. • Handles with complaints and oversees the service recovery procedures • Responsible for the preparation, presentation and subsequent achievement of the hotel’s annual Operation Budget, Marketing & Sales Plan. • Manages on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded. • Ensure all decisions are made in the best interest of the hotels and management. • Develop improvement actions, carry out cost savings. • Design strategies to ensure total guest satisfaction. • Develop an annual business plan. • Ensure highest standards of professional services to customers. • Develop strategies for organizing, staffing, planning and executing functionalities. • Provide training for hotel staff in delivering care that meets the best standards and practices. • Maintain and manage hotel equipment, infrastructure, inventories and other facilities efficiently.

Waiter tại Queens Hotel & Restaurant

7/2003 → 5/2004 (10 tháng)

Hanoi, Hoàn Kiếm, Hanoi, Vietnam

- Great guests and make them feel comfortable. - Learn menu items and be able to describe them appropriately to guests. - Take beverage and food orders. - Deliver beverages and food in a timely manner. - Check-in with guests to ensure that everything is going well. - Clear dirty dishes from table. - Refill beverages throughout the meal. - Deliver guest’s bill and thank them for dining at the restaurant. - Work with other servers and be a team player.

Tour sales tại ET pumpkin

5/2004 → 5/2005 (1 năm )

Hanoi, Hoàn Kiếm, Hanoi, Vietnam

• Responsible for organising and preparing holiday tours • checking tickets and other relevant documents, seat allocations and any special requirements assisting holidaymakers check-in and settle into their accommodation assisting holidaymakers check-in and settle into their accommodation; • Communicating a range of information on itineraries, destinations and culture. Informing passengers of arrival and departure times at each destination on the itinerary and ensuring that all members of the group are back on the coach before departing from each stop • Making sure all travel arrangements run according to plan and that accommodation, meals and service are satisfactory • Responding to questions and offering help with any problems that arise, ranging from simple matters, such as directing a member of the group to the nearest chemist, to more serious issues, such as tracing lost baggage

Receptionist tại Phu Vinh Hotel

5/2006 → 6/2007 (1 năm 1 tháng)

Hanoi, Hoàn Kiếm, Hanoi, Vietnam

- Welcomes visitors by greeting them, in person or on the telephone; answering or referring inquiries. - Directs visitors by maintaining employee and department directories; giving instructions. - Maintains security by following procedures; monitoring logbook; issuing visitor badges. - Maintains telecommunication system by following manufacturer's instructions for house phone and console operation. - Maintains safe and clean reception area by complying with procedures, rules, and regulations.Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs. - Contributes to team effort by accomplishing related results as needed.

Waiter & Housekeeper tại Rio Spa Hotel & Casino Macau

6/2007 → 10/2010 (3 năm 3 tháng)

Macau

• Welcoming guests. Demonstrating menu knowledge. Answering questions. Up selling specialty items. Describing dishes. Taking orders (beverage and food) Handling complaints. Ensuring guest satisfaction ... - Maintain all assigned areas in a clean and sanitary condition - Maintain clean storage area for equipment and supplies - Clean the room and public area and toilet - Maintains a positive attitude towards residents, guests, patients and visitors

Receptionist, Supervisor, Assistant Front Office Manager tại Gia Bao Group Hotel

10/2010 → 5/2011 (7 tháng)

Hanoi, Hoàn Kiếm, Hanoi, Vietnam

• Greeting guests • To carry out procedures for check-in and check-out guests. • To help and provide information, advice tourist destination for guests if required. • Receive information from walk-in customers to hotels, counseling, referral to the hotel, to provide information to guests about hotel services • Check and ensure guests are satisfied during time staying in hotel • Arrangement airport car, Booking flights, trains, automobiles, hotels and restaurants.... - Solve problem and dealing with guests. • Taking and inputting reservations. • Negotiating rates in hotels. • Upselling or offering a more expensive room to the customer. • Open and close the availability as and when required of hotel. • Do daily report, monthly report for GM • Provide information about hotel and other services. Handle complaints and requests. • Coordinate with other departments. - Arrange working shift for front office staff

Front Office Supervisor tại Calidas Landmark 72 Royal Residences

6/2011 → 2/2012 (8 tháng)

Hanoi, Vietnam

• Maintains a friendly, neat and pleasant image to guest. • Provide courteous service to guests and respond promptly and tactfully to guest complaints requests and enquires • Sell, register and double check assigning rooms to incoming guests, ensure that the registration cards are properly filled out. Check departing guest based on the established procedure • Inform other departments and outlets of arrivals, room changes, check out and special arrangements, update all information in the computer. • Record in log book any unusual happenings and all important matters for follow up. Double check about the things on following up. • Organizing and managing all receptionists, make sure that they follow up hotel regulation and perform well. • Lead and create a good team spirit in the front office department • Solve problem and dealing with guests. • Taking and inputting reservations. • Negotiating rates in hotels. • Upselling or offering a more expensive room to the customer. • Open and close the availability as and when required of hotel. • Do daily report, monthly report for FOM & GM • Provide information about hotel and other services. Handle complaints and requests. • Coordinate with other departments. Arrange working shift for front office staff

Duty Manager, Assistant Front Office Manager, Reservation Manager, E-commerce Manager tại Hanoi Club Hotel & Lake Palais Residences

6/2012 → 1/2016 (3 năm 7 tháng)

Hanoi, Vietnam

• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property. Communicates any variations to the established norms to the appropriate department in a timely manner • Ensures compliance with all policies, standards and procedures. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. • Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved. • Responds to and handles guest problems and complaints. • In-charge of Reservation department, taking and inputting reservations in the system. Negotiating rates with guest. • In-charge of internet marketing and sale online: - Perform online sales activities to achieve company sales objectives. - Identify and contact potential customers for business opportunities - Maintain profitable and productive relationships with customers. - Maintain up-to-date knowledge about product information and promotions - Attend sales training and educational programs for professional development - Communicate with customers through phone, e-mails, chats and personal visits. - Respond to customer review and queries promptly and professionally - Work independently or in a team to achieve monthly sales quota - Provide excellent services and ensure customer satisfaction - Develop sales strategies and determine sales forecast and projections - Stay abreast with online marketing trends and competitors.

General Manager tại Seashore Hotel & Apartment

9/2018 → 5/2019 (7 tháng)

Da Nang, Hải Châu, Da Nang, Vietnam

• Design strategies to ensure total guest satisfaction. • Develop an annual business plan. • Ensure highest standards of professional services to customers. • Initiate cost effective controls and revenue management techniques. • Prepare, review and assess monthly or periodic financial statements. • Create brand image for the hotel. • Develop strategies for organizing, staffing, planning and executing functionalities. • Provide training for hotel staff in delivering care that meets the best standards and practices. • Develop day-to-day operations and functions of a hotel ensuring total guest satisfaction. • Maintain and manage hotel equipment, infrastructure, inventories and other facilities efficiently.

FRONT OFFICE MANAGER / ROOM DIVISON MANAGER tại Samdi Hotel & Spa

7/2016 → 3/2017 (7 tháng)

Đà Nẵng, Việt Nam

- Manages the general operation of the Front Office and Housekeeping Department e.g. Reception, Reservations, Concierge, Switchboard and Night Manager - Ensure timely, efficient & professional welcome and check-in is provided by all Front Desk Colleagues ensuring customer satisfaction. - Maintain a high morale and productivity as well as good communication within the Front Office and Housekeeping Department and other departments also. - Spot checking of hotel rooms to ensure standards, authorizing all leave schedules or ensuring control of expenditures as well as budgets set - Attends weekly executive and sales meetings as well as the General Manager’s briefings with Front Office and Housekeeping. - Directly reporting to the General Manager or the Deputy Manager

FRONT OFFICE MANAGER, Reservation Manager, E-commerce Manager, Room Division Manager tại Grandvrio City Danang

4/2017 → 9/2018 (1 năm 5 tháng)

Đà Nẵng, Việt Nam

 Pre-opening set up Front Office Department, OTA, Reservation department.  Trains, cross –trains, and retrains all front office personnel.  Maintains working relationships and communicates with all departments.  Verifies that accurate room status information is maintained and properly communicated.  Resolves guest problems quickly, efficiently, and courteously.  Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.  Conducts regularly scheduled meetings of front office personnel.  Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.  Maximize room revenue and occupancy by reviewing status daily. Analyses rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily.  Monitor high balance guest and take appropriate action.  Ensure implementation of all hotel policies and house rules.  Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.  Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.  Monitor all V.I.P 's special guests and requests.  Review daily front office work and activity reports generated by Night Audit.  Review Front office log book and Guest feedback forms on a daily basis.  Perform other duties as requested by management.  In-charge of Reservation department, taking and inputting reservations in the system. Negotiating rates with guest.  In-charge of internet marketing and sale online  Manages the general operation of the Front Office, Housekeeping Department and Activities department (Souvenir shop, Pool attendant)

Best Manager

10/2017

Best Manager of Grandvrio City Danang Hotel in 2017