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Dao Phuong Oanh

Dao Phuong Oanh

Hồ sơ 5 sao 1225 Lượt xem hồ sơ

Nữ, 09/10/1987, 36 tuổi

54/1B Bach Dang Ward 2 Tan Binh District, HCMC

Cập nhật: 20/06/2023

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Thông tin liên hệ

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Kinh nghiệm làm việc
Từ 5 đến 10 năm
Vị trí
Trưởng bộ phận/ Trưởng phòng
Mức lương mong muốn
12 - 20 triệu
Nơi mong muốn làm việc
HCMC, Đà Nẵng, Kiên Giang, Khánh Hòa, Lâm Đồng
Ngoại ngữ
Tiếng Anh (Giỏi), Tiếng Trung (Khá)
Quy mô công ty lớn nhất từng làm
5 sao

Giới thiệu bản thân

I have nearly 10 years of experience working in luxury hotels such as Sofitel Saigon Plaza and Novotel Phu Quoc Resort. Besides, I finished Bachelor program of Raffles International College and my major is Tourism and Hospitality Management. Hence, I have professional knowledge and experience in the luxury service field.

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

+ To look for a professional environment in order to motivate my efforts in best working achievements and learn from expert colleagues. + Customer Service is my priority. Working in the hospitality and tourism field to perform and develop my skills and my knowledge as well. From that, I could increase customer satisfaction and expand the reputation of the organization.

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.

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