Lê Quốc Khánh

5 star hotel

Led Front Office in FOM's absence; ensured smooth daily operations

Own guest responses across all platforms, enhancing responsiveness and satisfaction

Improved RPS to 93.6 in 2025 (+1.7 vs. 2024), surpassing target of 91.8 through team coaching and regular training

Promoted shared service culture, driving OLTA score to ≥9.0 and achieving Top 1 ranking among local competitors

Maintained >99% response rate across all platforms; RPS YTD: 93.45

Monitored TrustYou & OLTA daily, resolved guest issues promptly

Cross-trained in Reservations & covered Operator duties during team training

Managed front office operations, guest feedback, monthly tourism reports, and VIP services

Delivered SOP and brand training to ensure service compliance

Acted as Loyalty Captain; exceeded membership target by 150%

Boosted OSAT (9.18 → 9.20) and TripAdvisor (4.90 → 4.92); led team to win:

Trip.com Chinese Friendly Hotel

Agoda Review Award (8.9/10)

Tripadvisor Traveller’s Choice 2024

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