Lê Quốc Khánh

AFOM hotel

Operations Management: Supervise front office operations, ensuring smooth check-ins, check-outs, and VIP services.
Prepare and send monthly business reports of the accommodation to the Department of Tourism.
Represent the hotel in responding to guest feedback on all platforms. Ensure professional and timely replies to maintain a positive hotel reputation. Address guest concerns and highlight positive experiences to enhance customer satisfaction.
Organize training sessions on SOPs and brand standards to ensure employees fully understand Wyndham regulations.
Educate staff on hotel policies and operational procedures to maintain service consistency.
Act as a Loyalty Captain, assisting guests with all membership-related inquiries. Provide clear and accurate information about membership benefits, points, and redemption. Ensure a smooth and satisfying experience for loyalty program members.
Guest Satisfaction: Improved OSAT YTD from 9.18 → 9.20 and increased TripAdvisor rating from 4.90 → 4.92 by enhancing service quality.
Led the team to achieve multiple prestigious awards from top OTAs and travel platforms in 2024:
Trip.com Chinese Friendly Hotel
Agoda Customer Review Award (8.9/10).
Tripadvisor Traveller’s Choice Awards Winner 2024.
Inspired and guided the team to exceed the membership enrollment target, reaching 150% of the goal.

Ensure accurate and on-time temporary residence registration, following legal regulations.
Handle guest issues during the shift and ensure customer satisfaction. Resolve complaints efficiently while maintaining a professional and friendly approach.
Coordinate with the Housekeeping department to ensure accurate room assignments. Ensure a smooth check-in process by assigning clean and available rooms efficiently.
As a Night Auditor, ensure night shift reports are accurate and complete.
Train employees to work professionally and follow standard procedures.
Provide clear guidance on the correct use of the PMS system to ensure accuracy and efficiency.
Develop staff skills to improve service quality and operational performance.
Manage special guest requests.

Take care of long-term guests, ensure their needs are met throughout their stay.
Work closely with the Customer Service department to assist guests with necessary paperwork and procedures.
Ensure accuracy in all reports related to long-term guest check-in and check-out.
Cross-train for members.
Ensure all guest issues are fully reported and communicated to relevant departments for quick resolution.

Manage guest relations and assisted with concierge services.
Assist guests with limousine service, luxury tours, and fine dining experiences.
Welcoming and assisting guests check in and check out.
Handle payments (cash, credit card, online methods).
Introduce hotel facilities and services.

Vantan.nguyen@movenpick.com - 037-281-6589