Customer Service Manager tại Golden Sun Hotel Group

3/2011 → 3/2014 (3 năm )

Hanoi

Supervising all activities of the reception department, sales department, restaurant. Support direct sales at bars, restaurants at the hotel. - Consulting sales and providing tourist information for foreign guests. Respond to emails promptly to resolve customer complaints, offer flexible solutions to bring customers to visit Vietnam and stay at the Hotel. - Control customer feedback via email, phone, hotel communication and related partners to expand the market.. - Responsible for sales at the lobby, providing services according to the needs of customers at the reception hall in addition to tour services such as: airport car, tourist car rental, air ticket...

General Manager tại Hoi An Emerald Water Hotel & Spa

9/2014 → 9/2018 (4 năm )

Hội An

- Being a brand ambassador of the hotel. A coach, trainer, and strategic planner for all departments to operate smoothly to ensure service delivery according to the investor's standards to customers. - Maximize business activities, bring satisfaction when guests come to stay and use services at the hotel. Work closely with hotel owners and those involved in the operation of the hotel. - Responsible for training management, creating a guest service process for the team of Department Heads in the Hotel (Sales Manager, F&B Manager, Housekeeping Manager, Front Office Manager) to achieve the overall goal of bringing a great experience. Great for guests staying and travel partners... - Manage & be responsible for the hotel's revenue and profit. Responsible for service - guest satisfaction is the goal of the hotel service business. Ensure full compliance with SOP standards, policies, procedures and service standards in the hotel & tourism industry. Handle complaints and supervise daily operations at the hotel. - Recruiting, training and supervising staff - Budget management, Statistical and financial record keeping - Job maintenance planning, events and reservations -

Operation Director tại Wyndham Grand Vedana Ninh Binh Resort

8/2023 → 8/2023 ()

Cúc Phương, Ninh Bình

Operation Director - Monitoring all activities at the hotel to run smoothly, - Connecting department heads, coordinating personnel to ensure service quality, - Maximize sales, minimize spending, - Promote the sales department and promote the brand & - Build a friendly and professional working environment at the site. - Building partnerships with TA, Corp, and Department of Industry partners. Daily Duties and Responsibilities: Checking overnight & early morning activities before entering FO's shift, the Restaurant ensures all work is in accordance with the process. • Checking the human resources of the departments: FO, NH, Kitchen, Chamber, Engineering, Green Tree, have enough work according to the working schedule to stabilize the operation. Guide / train professional working parts. • Checking and monitoring Restaurant area serving breakfast. Approach random customers, quickly resolve complaints and complaints. • Checking: Reception area of the department & implementation of check-out & check-in at the lobby. Approach random customers, quickly resolve complaints and complaints. • Maintain morning meeting (fast briefing to HODs). Directly care and take care of the hotel's major partners and customers. Participate in the work of responding to customer reviews. Supervising the hotel's human resources, ensuring there is enough human resources needed - creating a positive working environment for employees • Supervising the implementation of recruitment and staff training plans with HR department – professional training for potential staff of the resort & at SOJO Hotel – creating conditions for employees to be trained professional expertise and career development. • Maintain good relationships with customers, partners, management units, especially relationships with departments, branches, industrial park partners who need to send rooms and book parties.

Hotel Director tại SOJO HOTEL BAC GIANG

8/2022 → 8/2023 (1 năm )

Bắc Giang

Hotel General Manager Being a Hotel Director is responsible for all aspects of operations at the hotel Position Title, from day-to-day staff management and guests to providing leadership and strategic planning to all departments in support of our service culture, maximized operations, and guest satisfaction. Working very closely with the hotel owners and other stakeholders and is responsible for managing the hotel’s management team (HOD’s) and overall hotel targets to deliver an excellent guest experience. Daily, managing between profitability and guest satisfaction measures. Duties and Responsibilities: • Oversee the operations functions of the hotel, as per the Organizational chart. • Hold regular briefings and meetings with all head of departments. • Ensure full compliance with Hotel operating controls, SOP’s, policies, procedures, and service standards. • Lead all key property issues including capital projects, customer service, and refurbishment. • Handle complaints and oversee the service recovery procedures. • Responsible for the preparation, presentation, and subsequent achievement of the hotel’s annual Operating Budget, Marketing & Sales Plan, and Capital Budget. • Manage on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded. • Ensure all decisions are made in the best interest of the hotels and management. • Deliver hotel budget goals and set other short and long-term strategic goals for the property. • Develop improvement actions and carry out cost savings. • Closely monitor the hotel’s business reports on a daily basis and take decisions accordingly. • Maximize room yield and the hotel’s revenue through innovative sales practices and yield management programs. • Prepare a monthly financial reporting for the owners and stakeholders. • Help in the procurement of operating supplies and equipment, and contract with third-party vendors for essential equipment and services. • Act as a final decision-maker in hiring key staffs. • Coordinate with HOD’s for the execution of all activities and functions. • Oversee and manage all departments and work closely with department heads on a daily basis. • Manage and develop the Hotel Executive team to ensure career progression and development.

Excellence of Hotel Manager

5/2018

Award for outstanding hotel business manager of the year