AFOM CUM GUEST RELATIONS MANAGER tại SALINDA RESORT

9/2014 → 9/2016 (2 năm )

Phú Quốc

GUEST EXPERIENCE MANAGER tại Khách sạn JW Marriott Phú Quốc Emerald Bay

9/2016 → 4/2018 (1 năm 7 tháng)

Phú Quốc

PRE-OPENING ➢ Writing & implementing SOP’s to a 5* standard following the Marriott International BSA. ➢ Hiring & Training of staff to adhere to our SOP’s and Marriott BSA. ➢ Creating contracts and customised tours with local companies to allow the hotel to offer the highest quality of trips whilst still making profit for the hotel. ➢ Creating, procuring and implementing collateral for in room and FOH. ➢ Working with HSK & FB departments to organise welcome amenities for our guests (of all status) which would fit our budget assigned by BOD’. ➢ Creating and implementing a guest journey from pre to post check-out engineered to maximize the guest’s experience. GEM ➢ In charge of FO operations during shift (approx. 50 staff / shift). ➢ Monitoring guest journey standards for entire department. ➢ Personally dealing with all elite member guests to enhance elite member recognition. ➢ Dealing with customer issues in an empowered manner to turn guest issues into a positive experience. ➢ Always be present during periods of high traffic (peak check in/out times, Breakfast, Elite Cocktails, dinner service). ➢ Monitoring all internal aspects of the FO operations such as Manning, Room assignment and ongoing trainings.