Nguyễn Thị Hằng

CERTIFICATION

CERTIFICATION

CERTIFICATION

- Control rooms inventory including allocation and reservations toareas of maximum yield and blackout dates
- Develop and conduct rooms based marketing activities
- Track sales programs/ promotions/ advertising and providefeedback as necessary to relevant departments
- Track and establish pick-up trends, occupancy history andmarket segment development to facilitate forecasting
- Load and maintain rates in IHG reservation system
- Maintain rate in Website
- Collate, maintain and distribute relevant information and dataobtained both existing sources (consultants, economicforecasters) and external sources
- Prepare weekly sales strategy reports
- Conduct market research and analysis
- Report and support Director of Revenue for the compilation ofmonthly reports (month-end, forecast, etc.)
- In-charge of Revenue management when Director of Revenue isabsent
- Ensure staff is properly trained including service expectations,hotel facilities and services, local directions, safety andemergency procedures
- Monitor performance and recommend corrective or disciplinaryaction. Alert management of potentially serious issues
- Act as central communications point during emergency/crisissituations by having thorough knowledge of emergency, safetyand security procedures

- Assist Account Receivable in checking products, invoices, bills

- Answer incoming calls, direct calls to guest rooms, staffs, or
departments
- Place outgoing calls
- Receives guest messages and deliver the same to the guest
- Respond to hotel guests' concerns or complaints in a timely
manner. Make appropriate service recovery gestures according to
established guidelines
- Act as central point of communication during emergency/crisis
situations by having thorough knowledge of phone numbers to
public services such as the fire, police, poison control, etc
- Proper handling of emergency calls, i.e. fire, bomb-threats,
medical and black outs, as per policy and procedure

- In charge of all accommodation bookings, providing hotel
facilities information
- Using telephone sales & negotiation by email skills to encourage
guest to reserve accommodation with the hotel
- Process payments and sending confirmation details to
customers
- Sort out any issues that may arise with bookings or reservations
- Provide support to customers

- Responsible for Reservation Manager position to manage
Reservation department.
- Direct, supervise and monitor operation of the department in
achieving objectives of the Department.
- Ensure that reservations/groups are fulfilled in a timely manner
while meeting all deadlines
- Organize and oversee all reservations activities including
making sales calls and soliciting new business
- Prepare training materials, training schedules, and systems
training for the team members
- Support hotel sales team in rate negotiation, group quotations
- Assist Revenue in the compilation of monthly report, control &
update rate
- In-charge all revenue tasks for 6 months during Revenue
Manager in maternity leave in 2019
- In-charge as Revenue Manager position from Oct 2021

- Set up Filing system, Internal forms, Performance standards,
SOPs & Department task breakdowns for reservation team
- Update data for Opera pre-opening set-up
- Interface with various Departments for setting up Operating
guidelines during pre-opening period
- Attend all training courses for Revenue management &
Reservation system from brand team, conduct necessary
trainings for Reservation & Front desk team
- Contact OTA & B2B partners for contracting and completion of
back-end setup then configure mapping to ensure readiness to
go-live
- Set up and manage contents, photos, all aspects of rate &
inventory on all Online Channels (Brand.com, OTAs, GDS, B2B,
etc,.)
- Survey the market to set up Competitor set for future pricing
strategies
- Prepare annual budget, forecast & rate grid for all segments
- Implement RM management operations, Reservation
processes, procedures and best practice in order to maximize the
turnover in accordance with hotel strategies, brand's marketing
and customer's needs
- Provide daily, weekly and monthly reporting
- Identify new revenue opportunities
- Optimize and expand distribution partnership
- Ensure that all revenue management related systems are
maintained