Operation Manager tại Paris Beach Resort / The Palmy Phu Quoc Resort and Spa

11/2017 → 7/2019 (1 năm 7 tháng)

Phú Quốc

 To Front Office  The most important thing is to make sure the hot line number already within 24 hours to answer all the requests of guests.  Internet in good connection all the time to help PMS’s operation and checking email more effectively.  Volume of Walkies talkies, phone and music at the lobby have to be in medium condition to bring a peaceful atmosphere to beautiful guests.  Handling all the complaints of guest during their stay with a radiant smile and right information about in how to use phone, toilet, hot and cold water and other services.  Making a good relationship with all hotels within 3 (km) to handling bookings which overbook just in case.  Accompanying each colleague in their path of service with sympathy, patient, encouragement.  Training staffs at Front Office with FOM to make sure they understand works and PMS software, follow guides from procedures and happy with what they are doing.  Others…  To Restaurant  Checking price every day on market with group of local people and compare to import goods daily from report to controlling food cost.  Share ideas in how to increase revenue with F&B Manager in Happy Hours time : such as come up with Combo “ Bánh Mì Việt Nam with Coffee” or Free Beer on the beach at 16 pm every day.  Bring an amazing experience to guest who enjoy F&B at the restaurant by design menu with their photos and use their name for one of the item on menu (of course have to ask permission before make it. Mostly they are happy with that idea)  Hygiene will be checked all the time.  Working with accountant about preparing budget.  To Sales and Marketing  Collecting room rate from hotel competitors secretly and suggest a right rate to Sales team for Peak, High and Low season.  Work with all outbound travel companies like Anex, Odeon, Coral, Pegas, Hoang Tra for Russian and Chinese, Korean market.  Searching new market by joining ITB in Singapore and use 10times app to capture new exhibition all around the world.  Coming up with new line for market from Muslim Travellers. Visited Malaysia and Singapore on October 2019 and site inspection to Ho Chi Minh and Mekong Delta where have strong programmes for Muslim travellers.  Facebook communication with travellers 24 hours and resign 2 departments take care it : Front office and Sales.  Working with MarCom team in every detail of PR and Digital jobs. Looking every design in particularly (Videos, photos…) and plan for how we can advertise effectively (when, which channel…). Alongside with it, work closely with Digital team for makeup website and Digital room campaigns to spread our brand to specific markets.  Following occupancy of hotel daily to evaluate changes of market and suggest a right decision to Director/GM for maximize revenue of hotel – bases on 3 factors: MPI – ARI - RGI. Give revenue report to Director/GM, analyses data and give suitable solution for each of segments and increase revenue of hotel.  Others…