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Từ 5 đến 10 năm
Trưởng bộ phận/ Trưởng phòng
12 - 20 triệu
Tiếng Anh (Giỏi), Tiếng Trung (Khá)
5 sao
Giới thiệu bản thân
Trình độ học vấn chuyên môn
Raffles international College
Hospitality and Tourism Management - Đại học
2008 → 2011
Industrial University of Ho Chi Minh City
English Translation and Interpretation - Cao đẳng
2005 → 2008
Kĩ năng
Customer Service | |
Leadership Skill | |
Training skill | |
Solving problem | |
upselling skill | |
Time Management | |
PMS Opera |
Kinh nghiệm làm việc
Front Office Manager tại Sheraton Hai Phong
8/2022 → Hiện tại
Hai Phong
+ Operate and manage Front Office Team with more than 360 rooms. + Lead team in conversion from old brand to Marriott. + Instruct team to get acquainted with new programs of Marriott (GXP, Medallia, Marriott Bonvoy). + Insure profitability, cost control, and quality standards to ensure consistent guest satisfaction. + Control turnover and recruit new associates. + Control room inventory in maintenance procedure. + Manage inventory of Front Office Team. + Follow brand collaterals of Front Office. + Set up SOP / LSOP for the team to improve operation and service better. + Inspire and empower team members to get the best achievements. + Proceed monthly reports of Front Office Department.
Guest Service Manager tại Movenpick Resort Waverly Phu Quoc
1/2022 → 8/2022 (7 tháng)
Phú Quốc
+ Operate and manage Front Office Team with more than 700 rooms in 3 different areas (hotel rooms, villa and residence). + Open training classes twice a month to review old knowledge and update new ones for team members. + Get KPI of RPS, loyalty recruitment, and upsell from Central Head Office. + Control turnover and recruit new employees. + Instruct team to get good comments on social media. + Set up SOP for the team to improve operation and service better. + Ensure Front Office team follows brand standards by observation. + Inspire and empower team members to get the best achievements. + Proceed monthly reports of Front Office Department.
Guest Experience Manager tại Novotel Phu Quoc Resort
8/2020 → 5/2021 (8 tháng)
Phu Quoc, Kien Giang
+ Increased the hotel’s RPS to reach the second position among Accor properties in Southern Vietnam. + Has close interactions with guests to collect their feedback. + Convert a negative guest experience into a positive one. + Ensure VIP and long-stay guests’ expectations are met from pre-arrival to departure. + Ensure public areas are well managed by the relevant teams. + Master guest satisfaction tools to monitor RPS and NPS. + Set up action plans and work closely with Department Heads to increase guest satisfaction. + Manage Accor Loyalty Program. + Work closely with Human Resources Department to conduct Customer + Service Training for all members inside the property. + Ensure full implementation of the Brand Standards in all departments. + Review and follow up action plans proposed by each department for the yearly audit.
Duty Manager tại Novotel Phu Quoc Resort
10/2018 → 8/2020 (1 năm 10 tháng)
Phu Quoc, Kien Giang
+ Work in 5-star resorts with more than 450 hotel rooms and villas. + Manage Front Office team to ensure smooth operation during a working shift as well as responsibility in the Lobby area. + Cooperate with other departments to solve customers' problems in a courteous and efficient way. + Support Security Department in security circumstances that have happened inside the hotel. + Arrange site inspections for Sales Department. + Work closely with Marketing Department and Purchasing Department to apply the latest update protocols from Head Office. + Cooperate with internal Departments (Reservations, F&B, and Housekeeping) to ensure groups' requirements are met during their stay. + Work closely with Finance and Sales about the group payment to ensure the hotel's profit. + Assign hotel rooms for arrival guests (individual guests and groups) + Conduct monthly Loyalty Program training for the whole property and brand standards training for Front Office Team. + Ensure the latest update about important information to share within the team. + Reach one of the top five properties that had the highest loyalty recruitment in Vietnam. + Take additional assignment by Head Department.
Receptionist tại Sofitel Saigon Plaza
1/2015 → 10/2018 (3 năm 8 tháng)
Ho Chi Minh, Vietnam
+ Divide tasks for each team member in a working shift. + Training for newcomers. + Solving customers’ complaints and reporting to Duty Manager. + Email handling. + Perform check-in and check-out procedure. + Upsell room. + Be responsible for customers’ queries about Loyalty Accor Program. + In charge of cashier and room reservation. + Do daily report of Front Office Department.
Business Center Attendant and Call Center Attendant tại Sofitel Saigon Plaza
9/2011 → 12/2014 (3 năm 2 tháng)
Ho Chi Minh, Vietnam
+ In charge of all administration tasks in Business Center. + Work closely with reputation cargo companies to send couriers for customers and ensure they satisfy with the service. + Support supervisor in arranging roster. + Receive internal and external calls, transfer to relevant departments and handle clients' requests. + Manage and update the roster for the whole Front Office Department. + Do monthly report for Business Center and Call Center Department
Mong muốn về công việc
Giải thưởng
The ultimated MyResort Challenge
12/2018
I assisted the hotel to prize “The ultimated MyResort Challenge” between Accor properties in Asia Pacific and present in top 5 properties has highest loyalty recruitment in Vietnam.