PSB College

Front Desk Agent and Guest Relations Officer tại Sofitel Saigon Plaza

Check-in/Check-out guests as standards. Learning new PMS system - Opera Cloud. Chasing and site-inspecting rooms for setting up VIPs packages based on Accor standards. Preparing VIPs arrivals lists for next days. Assisting Hotel Club Lounge when necessary. Assisting to issuing and chasing VAT invoices as a Front Office coordinator. Resolving in-range complaints/issues from guests.

Front Office Supervisor tại Fusion Suites Saigon Hotel

Greeting VIPs - follow to take care of VIPs from their pre-arrivals till post-departures. Arranging packages setup and in-room greeting/welcome cards/letters based on guests' VIP levels/requests/special occasions. Checking relating services provided to ensure high-standard guest experience. Handling issues from employees/hotel that affect to customers directly during stay. Resolving complaints from customers by in-range offers, ensure guest experience not being affected by any causes. Sending replies to reviews, requests, and comments via E-mail or Social Media/Extranet. Tracking pending documents usually and updating current status to internal (relevant departments/managers) and external (customers/partners), to ensure everything is on progress and would be completed as expected. Working with Reservation team to provide suitable types, prices, and amount of rooms to customers/partners in particular periods. Working with Heads of Housekeeping and Engineering departments to make sure rooms are qualified to provide. Supervising staffs to stick with standards and making sure tasks are finished by deadline. Arranging tasks and training programs for employees. Arranging weekly and monthly roster based on hotel forecast and staff’s requests. Sending weekly and monthly reports to Front Office Manager and hotel.

Receptionist and Night Auditor tại Fusion Suites Saigon Hotel

Greeting customers as hotel standards. Involving into handling common requests from customers, sell and up-sell rooms/services available inside hotel. Completing documents/paperwork as procedures.. Auditing on-system bills, invoices, room/service rates to ensure the system run properly everyday as a night auditor for 6 months. Resolving issues during night time, dealing with customers to maintain customer experience and ensure daily hotel records and reports sent every morning are all correct.