Quan Nguyen

I have worked in many types of environments and enjoyed learning new things from each. I would say that while I don’t prefer a particular environment, I really like working with people who are committed to getting things done and who are passionate about their work.

- Manage large amounts of inbound and outbound calls in a timely manner.
- Follow communication “scripts” when handling different topics.
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.

Pre-opening team member at Liberty Central Saigon Riverside
- Manage online, phone and in-person room reservations.
- Welcome guests, check them in, distribute room keys and explain the hotel's amenities.
- Take payment from customers.
- Respond to guests' issues and complaints in a friendly, timely manner.

Monitor daily performance of front office team members to ensure duties are completed accurately, efficiently and timely. Monitor and control overtime. Assist the Assistant Manager with team member time off requests. Maintain attendance controller records and send to Human Resources department monthly.

Pre-opening team member at Liberty Central Saigon Citypoint
Front Office Supervisors lead and perform all front desk duties including check-ins, checkouts, reservations, guest phone messages and special requests. Supervisors ensure that guests experience a great stay.

- Assist Front Office Manager in supervising daily front desk activities according to the established guidelines.
- Prioritize and delegate daily work responsibilities to front desk staff, guest relation and concierge
- Train and guide front desk staffs to provide quality customer services.
- Manage staffing schedules, shift changes, payrolls, and labor costs.
- Resolve guest issues and enquiries to ensure guest satisfaction.
- Schedule front desk meeting to identify and resolve operational issues, accounting variances, and housekeeping discrepancies.
- Develop and implement strategies for bell desk, front office and parking.
- Ensure that facility is maintained clean, neat, safe and secure.
- Ensure that employees are properly groomed and dressed.
- Identify process improvement to achieve financial and service goals.
- Plan shift schedule and duties based on business forecast.
- Supervise the billing and cash processes to ensure compliance with company standards.
- Provide feedback to the team members on their performances and improvements.
- Assist in preparing yearly operating budgets, capital expenditure and manpower budgets.
- Monitor and control expenses within the allotted budget.

- Managed front desk, Concierge, Executive Lounge team at Liberty Central Saigon Centre.
Developed, recommended, implemented and managed the room division's annual budget of over the target
- Ensured front office staff provide guest with prompt service, professional attention and personal recognition.
- Established new Front Office procedures, which lead to an increase of 15% in average daily rates for all walk-in reservations.
- Reviewed P&L statement monthly in order to correct problems, assure spending was in line and plan for future business.
- Developed programs to keep employee morale high and reduce employee turnover.
- Reviewed sales solicitation activities, room night productivity and group room rates with Sales team.
Key Achievements:
- A dedicated member of Pre-opening hotels project: Liberty Central Saigon Riverside 2013 ( 170 rooms) and Liberty Central Saigon Citypoint 2014 ( 171 rooms)
- Drive and coordinate to increase TOP's occupancy and average daily rates during the off-peak season in 2018.
- Support the Executive Office to Re-define the competitor set, Re-train the TripAdvisor knowledge and identity, Re-new the guest satisfaction target.

- A member of General Manager Potential Group Program - GM70
- Vinpearl Condotel Riverfront Danang : 864 condotels, 2 restaurants, 1 sky bar, 2 pools, 1 lobby lounge, and 1 ballroom.
- Responsible for the overall success of Rooms Division including; Guest Services, Housekeeping, Spa and other departments operation and staff in excess of 200. Direct the activities of key guest contact departments by giving guidance, leadership and instruction to department heads and managers. Hires, supervises, counsels, disciplines, and evaluates all guest services
- Monitors all rooms related systems that directly impact the guest, to ensure proper procedures are in place and followed which allow for an outstanding guest experience
- Communicates with guests and team members both verbally and in writing to answer questions and resolve issues
- Manages executive office projects by directing staff and monitoring progress as required
- Ensure guest reservation policies, standards, and procedures are met. Ensure housekeeping procedures are efficiently followed and any issues immediately resolved
- Thorough knowledge of all guest services and housekeeping department operations and individual job requirements
- Resolve guest, supervisor and employee conflicts

Aim to motivate and inspire Front Office team to improve its overall performance and productivity.
Communicate regularly with team members to provide updates and ask for additional direction if I new tasks or responsibilities.

- Cross Training @ ibis Styles Khaosan Bangkok, Thailand in 2019.
- In charge of the Reservation Department for two months in 2020.
- Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues in Pre-Opening time.
- Check that all Front Office Heartistss report to work punctually and clearly in the Pre-opening time.
- Follow and update the OSE plan to ensure the Pre-Opening Plan.
- Monitor the Taksworld as per the Opening Hotel Plan from Accor Head Office.
- Follow the Pre-opening SET-UP PLAN: prepare and set up PMS kit with
room configuration, training PMS, training Distribution Channels with
the third Party from Supplier and Accor Head Office.
- Ensure the efficient and effective operation of the Front Office and that departmental standards and procedures set out are strictly
adhered.
- Liaise with Reservations Department in a high house situation and recommend actions to be taken.
- Check on closed-out dates to ensure efforts are made to achieve 100% occupancy with the highest yield possible.
- Liaise with Finance Department to ensure that credit procedures are properly carried out.
- Analyse market trend, review rooming list and motivate Front Office Heartistss to up-sell rooms with the view of achieving higher yield and increasing revenue.
- Coordinate and monitor major group movements for meetings and conferences, and ensure that action plans cover all areas of operations handling.
- Makes courtesy calls to VIPS, long stay and corporate guest, Owner guest to obtain feedback and pro-act to handle any lapses in service standards
- Handle all guest correspondences and ensure prompt follow-ups.

- When the General Manager is unavailable, be available at all times and act as a hotel representative.
- Responsible for the overall success of Rooms Division including; Guest Services, Housekeeping, Laundry, Security, Engineering and other departments.
- Participated in the yielding process to manage inventory and optimize hotel profitability.
- Participated in the yearly budgeting process
- Departmental consistently hit their goals in the areas of labor and departmental spending
- Reviewed financial activity on a daily, weekly and monthly in order to maximize the last minute revenue.
- ALLSafe Campaign as the Recovery Plan of Accor.
- Provided mentoring, coaching and regular feedback to help manage conflict and improve team member performance
- Educate and train team members in compliance with brand standards, service behaviors and governmental regulations.
- Minimized the employee turn over is at 2-3%.
Key Achievements:
- Lead team to be INTOP of Loyalty Recruitment Program in USEA
- Successfully Opened hotel as a second ibis Styles in Vietnam in 2021 with a Reputation Score is over 88.
- Improved property image thru 3rd party sites -Trip Advisor, by moving hotel from 0 to #1 out of 351 hotels in Vung Tau City with aggressive strategy.
- A 2021 Travelers' Choice Award Winner by Tripadvisor