Front Office Supervisor tại JW Marriott Hanoi

7/2015 → 7/2017 (2 năm )

Hà Nội

Ranked Top 3 Up-selling Agent with the value ranging $2,000 - $3,500 per month from July 2015 to November 2016 • Exceeded the enrolment target of 30 customers per month by 5 (12%) • Received positive feedbacks from guests on both online (TripAdvisor) and offline channel (Guest Voice – a feedback platform for guests of J.W Marriott Hanoi Hotel), resulting in receiving more than 10 high notes from Head of Department and General Manager • Provided quality customer service and successfully dealt with guests’ complaints, leading to a 10% increase in the customer’s satisfaction rate • Initiated 5 Action plans serving as solutions to current issues

Assistant Manager tại Intercontinental Hotel Saigon

8/2017 → 8/2018 (1 năm )

Tp. Hồ Chí Minh

• Achieved “Leader of the Month” Award (May 2018). • Supervised operation of a Front Desk shift, ensuring that guests should receive prompt, professional attention and personal recognition • Reported directly to and communicated with Front Office Manager on all pertinent matters • Developed Supervisor and Shift Leader in leading team • Co-operated, coordinated and communicated with other hotel departments as required • Delivered great customer service to guests, increased the customer’s satisfaction rate and achieved target of the year and became favorite Hotel & Residences employees. • Conducted training for new comers in Guest Relation and led the team to achieve department target. • Assisted Front Office Manager in executing department training plans, leading social activities of hotel

Senior Duty Manager tại Hilton Hotel Danang

11/2018 → 3/2020 (1 năm 3 tháng)

Da Nang

Define, generate, implement and evaluate SOPs, complying with International Branch’s regulation. • Act as Department Trainer of Front Office • Assist Front Desk Manager in recruitmenting and supervised department operation. • Analyze and drive customer satisfaction survey via varietied of platforms such as Trip Advisor (online), Medallia (online) and SALTs (offline), and initiated action plans accordingly. • Managed all aspects of Front Office components (Front Desk, Concierge, Operator, Executive Lounge, Gym and Fitness). • Ensured the compliance with all brand standards and desk merchandising • Served as Front Office Manager in his/her absence. • Issued daily reports, reporting to Front Office Manager and co-operated with other departments as required. • Maximized occupancy and revenue while maintaining high service standards • Maintained appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees • Monitored Front Office personnel to ensure guests should receive prompt, cordial attention and personal recognition • Handled problems and delivered great customer service to guest, contributing to the achievement of Hilton Danang: Top 3 in FO KPIs during opening period and ranking top 10 at the moment in Regional Area (APAC)

Nguyễn Lan Quyên - Form Assistant Front Office Manager

JW Marriott Hanoi

quyen.nguyen@fourpoint.com - 84 986 333 323

Maya Kohhara - Former Front Office Manager

Hilton Hotel Danang

maya.kohhara@hilton.com - 84 935 417 178