Đại Học Mở

Duty Manager tại Sheraton Hai Phong

Introduce the vision to new associates about the operation and orientation of Marriott in general and Sheraton specifically. Empowers associates to deliver excellent customer service. Ensures associates comprehend guest service expectations. Observes service behaviors of associates and provides feedback to individual associates on a case-by-case basis. Develops specific goals and plans to prioritize, organize, and accomplish work such as enrollment, guest survey feedback, upselling, and training hours. Manages day-to-day operations, ensuring quality standards are met and guest expectations are fulfilled daily. Supervises associate levels to ensure that guest service, operational needs, and financial objectives are achieved. Understands the impact of the department’s operations on the overall property financial goals and objectives, managing to achieve or exceed targets such as excellent feedback survey results, daily enrollment, and upsell revenue. Ensures that ongoing communication with employees occurs regularly to create awareness of business objectives, communicate expectations, recognize performance, and produce desired results. Handles complaints, settles disputes, and resolves grievances and conflicts, negotiating with others as necessary. Responds to and addresses guest problems and complaints, setting a positive example for guest relations. Improves service by communicating and assisting individuals in understanding guest needs, providing guidance, feedback, and individual coaching when necessary. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Interacts with guests to gather feedback on product quality and service levels. Interviews applicants to qualify for open positions such as bellman, GSA, GSC. Taskforce at JW Marriott Ha Noi Responsible for FO operations during the absence of the FOM, greets the VIP guests of the hotel. As directed by the FOM, performs special services for VIP guests. Checks the cleanliness of the lobby and public areas, lights, and ensures GSA is in proper and orderly appearance and behavior. Prepared room control and room block for the US Embassy to welcome President Joe Biden. Prepared room control and room block for the Kazakhstan Embassy to welcome President Kassym-Jomart Tokayev. Assists GSA in swapping rooms for early check-in for all guests. Ensures all guest requests are fulfilled and meet guests' expectations.

Duty Manager tại Radisson Blu Resort Phu Quoc

Working without an FOM position. Working with 100% OCC during Tet holiday, with 1500 guests in-house. Most of the guests are foreigners. Check the system for the number of expected arrivals and departures, VIP arrivals, and features to coordinate with related departments for quick preparation. Asset management within the department and for the entire hotel. Human resource management skills. Control and actively arrange the unfinished work items of employees before, during, and after the shift. Always take note and actively follow up on all unresolved cases. Check courtesy call log files, guest feedback files, handover, and take responsibility for all cases and follow up. Assist the team in operations when OCC is high, especially with groups and VIPs. Observe, assist, and suggest modifications to the service attitude to be positive for the team and helpful to guests. Develop a training plan for new employees for supervisors. Train supervisors on how to communicate with the team and guests professionally, handle complaints, and develop flexible skills. Work night shifts occasionally to support the team in reporting to GM and HODs.

Supervisor tại Vinpearl Hotel Rivera Hai Phong

Check courtesy call log file, guest feedback file, handover, and take responsibility for all cases and follow up. Check E-invoice, check-in, and check-out during work shifts. Review all PM pending items every day and follow up with Receptionists, Reservations, Sales, and Accounting. Verify entry and exit declarations during work shifts. Assess grooming of all employees - Training on LSOP every 3 days. - Monitor all guest satisfaction during work shifts. 07/2022: Welcome teams coming to work for Vinfast staying at Melia with OCC 90%. Most of the clients are Indian and Korean, which means they are very strict about food and religion. Over a period of 5 months, I have worked with 100% operational focus, ensuring guest requests were handled within a maximum of 5 minutes. Guest complaints are reported immediately to management and addressed within a maximum of 1 day. Train, support, and supervise new employees who have passed the probationary period to adhere to the general internal regulations and SOP standards in the operation of the department. Arrange the working schedule for the department, ensuring that each employee works 3 shifts in 1 week to grasp all tasks during the shift. Result: After 2 months, most new employees are confident to work independently. Rated work efficiency over 80%.

Receptionist tại Vinpearl Rivera Hai Phong

Check the system for the number of expected arrivals and departures, including VIP arrivals, and coordinate with related departments for quick preparation. Monitor turnover in each shift to prevent loss. Manage assets within the department and across the entire hotel. Demonstrate human resource management skills. Control and actively organize unfinished work items of employees before, during, and after shifts. Always take note and actively follow up on all unresolved cases. Possess the ability to identify and evaluate guests through observation and communication to up-sell and promote onsite services, thereby increasing revenue for the establishment and the corporation. 05/2022: Welcome teams from Malaysia, Singapore, Myanmar, Indonesia, and Cambodia to stay at the hotel for SEAGAME 31 with an occupancy rate of 80-90%. Received excellent reviews from guests regarding service, food, and staff. 09/2019 - 05/2021: Assisted in welcoming Hai Phong delegates and government officials during their stay at the hotel during the election. 12/2020 - 02/2021: Operated with an average occupancy capacity of 70%. Welcomed high-ranking officials, including Secretary Le Van Thanh and General Secretary Nong Duc Manh, for their stay and services. Address customer complaints regarding prices, services, and other issues before, during, and after their stay. 03/2021: Transported individual guests or groups to the hotel for quarantine. Take the initiative and lead colleagues at the same level to care for, support, and gather guest opinions daily about the hotel’s services, such as room service and housekeeping, to make timely adjustments. Evaluate guest reviews on websites like TripAdvisor and Google, exceeding the targets set for each specific isolation group. 03/2021: LG Display team, 105 rooms. Achieved 45 five-star reviews on Google with a score of 42.8%. 04/2021: LG Display team, 71 rooms - Received 30 five-star reviews on Google, with a rating of 42.2%. 05/2021: Occupancy guest retention at 25% - Received 7-10 five-star reviews on TripAdvisor, reaching 25%.