WAITER & BARTENDER tại MLLENNIUM HOTEL – SINGAPORE

2/2014 → 1/2015 (11 tháng)

SINGAPORE

Provide the perfect service experiences for every guest, and ensure the guest feels important and welcome in the restaurant.

BANQUET CAPTAIN tại CAPELLA HOTEL SENTOSA ISLAND – SINGAPORE

5/2015 → 1/2016 (8 tháng)

SENTOSA ISLAND, SINGAPORE

• Ensure service standards and process are observed to achieve high levels of guest satisfaction when dining • Handle complaints and follow up promptly with guests on incidents to complete feedback raised • Communicate with guests and employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.

CLUB INTERCONTINENTAL SUPERVISOR & FOOD AND BERVERAGE SUPERVISOR tại INTERCONTINENTAL HANOI WESTLAKE - VIETNAM

4/2016 → 9/2017 (1 năm 5 tháng)

HA NOI, VIETNAM

• Have thorough knowledge of hotel facilities including the timings, charges, cuisine served in different outlets and offer assistance to place orders • Take action to solve guest problems/complaints using appropriate service recovery guidelines • Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty. • Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service • Perform other duties as assigned including guest room tours, concierge services and special guest requests.

SUPERVISOR OF BUTLER SERVICES tại INTERCONTINENTAL PHU QUOC LONG BEACH RESORT - VIETNAM

10/2017 → 7/2018 (9 tháng)

PHU QUOC, VIETNAM

• Assisting and reporting directly to Director of Club InterContinental. • Being the leader of Club InterContinental team in any time of Director’s absent. • Being the butler of the top VIP guests in cases needed. • Checking the room of top VIP guests upon arrival at the resort to ensure that all the amenity, welcome letter, requested items, room key and registration document are ready. • To regularly inspect the quality of service provided by all Butlers, and to ensure that all services are delivered according to standard. • Coordinate activities with other resort departments in order to facilitate increased levels of communication and guest satisfaction. • To take handle any guest complaints or problem promptly and ensure that all resolved/unresolved incidents are reported to the Director.

ASSISTANT MANAGER – CLUB INTERCONTINETAL tại INTERCONTINENTAL PHU QUOC LONG BEACH RESORT - VIETNAM

8/2018 → 7/2019 (10 tháng)

PHU QUOC, VIETNAM

• Coach and train team members and provide them with the training and direction they need to meet company and personal expectations • Handle associate grievances, complaints and questions in a prompt manner. Involve human resources when necessary to handle sensitive situations and complaints. • Handle guests’ complaints, and follows up on corrective action. • Ensure that IHG Rewards and Ambassador Members and other VIP’s consistently receive al benefits, special recognition and service. • Ensure the smooth operations of the Club Intercontinental Lounge, Swimming Pool and Butler Services.

GUEST EXPERIENCE MANAGER tại HOLIDAY INN PATTAYA

8/2019 → 9/2020 (1 năm 1 tháng)

PATTAYA, THAILAND

• Hotel Loyalty Champion – Running standard of IHG “Making Guest Smile” • Manage day to day staffing requirements, plan and assign work, and establish performance and development goals for team members • Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance • Educate and train team members in compliance with federal, state and local laws and safety regulations • Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction • Conduct routine inspections of the front office and public areas and take immediate action to correct any deficiencies • Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner

DUTY MANAGER tại VINPEARL LUXURY NHA TRANG - VIETNAM

5/2021 → 4/2022 (11 tháng)

Nha Trang

• Manage all Front Office and day-to-day operation within budgeted guidelines and to the highest standards • Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction • Identify customers’ needs and respond proactively to all of their concerns. • Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties • Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management • Achieve to the KPIs’ Trust You at 93.45% (2021) and up to 95% (Q1.2022) • Increased the NPS from 81% (Sep, 2021) to 82.86% (Dec, 2021) & the POP from 84% (Sep, 2021) to 85.71% (Dec, 2021). NPS & POP up to 94% (Q1.2022)

Meera Raj - General Manager

InterContinental Kuala Lumpur

meera.raj@ihg.com

Vanessa Doan - Director of External Relations

Tập đoàn Vingroup

v.huongdl5@vingroup.net - +84 (0) 934 666 132

Yang Xi - Assistant Front Office Manager

Holiday Inn Pattaya

yang.xi@ihg.com