Thân Trọng Thức

APRIL 2024 - PRESENT
LIBERTY CENTRAL SAIGON CENTRAL (140 keys) 179 LE THANH TON Street, BEN THANH Ward, Dist 1, Ho Chi Minh
FRONT OFFICE MANAGER

In charge of Front Office Department daily operation.
Responsible for department monthly training, Room Upselling, Guest Service Satisfaction,
Overviewed, revised and established Front Office Standards Operation Procedures.
Overlook Front Office daily operation including Concierge, Front Desk, Executive Lounge.
Conduct training for Front Office team in order to comply with hotel standard operating procedures.
Coordinate with Human Resources for Front Office manpower planning and management needs.
Manage department’s budget. Ensure daily operation of Front Office and guest service of the hotel are maintained.

Arrange tables, chairs and other necessary items before guests' arrival and after guests' departure.
Serve guests in the assigned station, area in a very courteous, friendly, and professional manner.
Acquire good knowledge of food & beverage in terms of menu.

Welcoming guest with friendly manner
Deliver the best customer service at all times
Carry out instructions given by the management team .
Keep up to date with current promotions and hotel pricing to provide information to guests.
Fulfill all reasonable requests from guests to ensure they feel comfortable and safe.

From Oct 2013 to Feb 2015 Guest Service Supervisor Welcoming VIP guests
Doing Check In, Check Out procedures Handling cash and foreign exchange
Training new associates based on the hotel standards Checking and managing stationery.
Handling complaints and solving problems to retrieve customer satisfaction. Following up with any special requests and transferring information torelated departments for arrangement
Managing the shift to ensure everything is running smoothly
Guest Service Agent
Welcoming guests in a professional and courteous manner . Doing Check In, Check Out procedure
Handling cash and foreign exchange
Greeting and answering incoming calls and internal calls with the courteous manners Receiving customer’s request and arranging accordingly.
Dealing with guest complaint and solving problem
Maintaining and delivering the best hotel service to our guest . Giving information and advices to guest to meet guest satisfaction . Maintaining a professional reception area
Handling various tasks with efficiency and diligence
Night Auditor
Assisting with Check-In, Check-Out procedure,
Printing red invoices with company or travel agent’s information. Checking rate variance reports daily,
Checking Posting Master Rooms and any pending charges then reported to relevant department for further following up.
Running End of Day process on Opera system, printing out reports, VIPs, daily arrivals and departures.
Submit all documents and report to Financial Controller.

ASSISTANT FRONT OFFICE MANAGER
From August 2019 to April 2021: Assistant Front Office Manager
Assisting Front Office Manager on the Front Office daily operation to maintain the best hotel services at all time.
In charge of the Front Office team during the absent period of Front Office Manager and report directly to Director of Rooms.
Responsible for room upselling, transportation and tours revenue by coordinating with the relevant section heads.
Attend the daily meeting to report to Hotel Management for the Front Office daily operation.
Attend the credit meeting with hotel management and finance to review any pending amount needs to be settled.
Conduct daily briefing with the Front Office team to ensure informationreceived are delivered thoroughly and effectively.

From September 2018 to August 2019: Renovation Project Manager – Task Force (Reporting directly to Director of Rooms)
Assisting of Housekeeping and Front Office team for daily operation,renovation project, liquidation, warehouse inspection and renting, items inventory liquidation and purchase project while in absence of Executive Housekeeper.
Coordinate with purchasing and finance for ordering projects to be followed up on time based on the rooms return date master plan. Coordinate with contractors and suppliers to ensure the items in store in safety and security conditions.
Rooms defect inspection with Housekeeping team when the rooms are returned based on master plan.
Responsible for floor plan and room features, room types to be updated accurately. Reporting directly to Director of Rooms for the detail of the process andresults.

From October 2016 till August 2018: Front Office Senior Duty Manager
Arranging Front Office team roster to ensure smooth, efficient of the Front Office daily operation.
Responsibility for updating, revising Standards Operation Procedures (SOP), Memorandums and ensure all the Front Office team is following to the hotel standards consistently.
Handling guest complaints in a professional manner and solvingproblems.
Tracking and following up on Guest Service Index for anydisappointment of guests, find out solutions for the service recovery and reports to Front Office Manager and Director of Rooms for further follow up.
Arranging trainings for Front Office subordinates to ensure all the team members receive full information and knowledge to maintain their jobs perfectly and efficiently. Following up, coordinating with Sales and Marketing and relevant departments in advance for any large group booking for well arrangement to provide the best hotel services to the customers.


Coordinate with Security department to ensure Security and Safety to all the customers and staff within the hotel premises.
Immediately action taking for any emergency case happens in the hotel area.

From Mar 2015 to October 2016: Front Office Duty Manager .
Checking VIP, group arrival and departure daily to arrange the rooms. . Checking emails and handling specials request from customers. . Cooperating with the other departments to ensure all the information is correct to maintain a professional working environment.
Dealing with customer complaints in a professional manner and reporting to Assistant Front Office Manager.
Assisting Front Desk, Concierge and Bell desk during the peak time to maintain the best service at all time.
Checking cleanliness of hotel lobby and public areas, lights and as well as Front Office staff in proper appearance and behavior.
Checking on registration cards of arriving guests and ensures all information should be filled on each registration cards.
Checking credit report and following up with pending cases.
Coordinating with all departments concerned in order to maintain Front Office functions properly.

ASSISTANT FRONT OFFICE MANAGER - PREOPENING TEAM
Preopening team set up Front Office Department including Opera system, department reports, SOPs establishment, recruitments, training, maining of Front Office…etc
Manage Front Office Department on daily basic and ensure Front Office operation smoothly.
Acting as Front Office Manager during Front Office Manager’s absent and report directly to Executive Assistant Manager.
Following up on numerous projects, proposal for purcharsing FF&E, OS&E, hotel collateral, stationary and manage budget of Front Office Department prior to the resort opening dates.
Attend daily morning meeting with Excom team for project status update

FRONT OFFICE MANAGER
Overlook Front Office daily operation including Concierge, Front Desk, Executive Lounge and Spa.
Conduct training for Front Office team in order to comply with hotel standard operating procedures.
Patrol, inspection then coordinate with Chief Engineering and Chief of Security for fire prevention and safety in the hotel premise. Propose plan, process and reporting result to General Manager.
Coordinate with Human Resources for Front Office manpower planning and
management needs.
Work closely with Housekeeping Manager for room maintenance plan, room cleanliness procedure and process. Reporting directly to General Manager for the outcome.
Manage department’s budget. Ensure daily operation of Front Office and guest service of the hotel are maintained.

FRONT OFFICE MANAGER
In charge of Front Office Department daily operation.
Responsible for department monthly training, Room Upselling, Guest Service Satisfaction, Front Office manning, yearly Front Office budget forecasting including FF&E, OS&E, labor cost budget and monthly P&L.
Overviewed, revised and established Front Office Standards Operation Procedures.
Be an property’s ambassador of Iprefer Hotels and Resorts Loyalty Program including driving new members enrollment, rewards, points credit and redemption.
Overview, read and reply online feedbacks such as Tripadvisor, Agoda, Booking on behalf of General Manager.
Act on behalf of General Manager when he is in absent for daily morning meeting, resolve customer complaints to ensure the hotel operation is smoothly and report
directly to General Manager.
Overview and support restaurant operation in term of new promotion, new menu launching, food testing with General Manager, Restaurant Manager and Executive Chef.
Working with suppliers such as transportations, tours, music for hotel public areas contracts,
Working closely with Executive Housekeeper and Chief Engineer for rooms mainternance, rooms defects to esure all the rooms are well maintained and ready for sell to maximize rooms revenue.