Đinh Đức Quân

Seeking for an active, professional environment with precious opportunities for career advancement.
Motivated me to succeed and grow professionally, gain experience where I can use all my skills and knowledge

- Operational Leadership: Organize monthly revenue targets while supervising and administering all Front Desk operations to ensure a seamless guest journey from check-in to departure.
- Problem Resolution: Act as the primary point of contact for resolving complex issues arising during the guest stay, ensuring high levels of satisfaction and loyalty.
- Talent Development: Participate in the recruitment process and collaborate with the Board of Directors (BOD) to design and host comprehensive training programs for the Front Office team, focusing on international hospitality standards.
- Digital Concierge & Communication: Directly manage guest communication channels to facilitate room and service bookings while providing detailed property information across all online platforms.
- Crisis Management: Represent the hotel management in handling unexpected or sensitive situations, ensuring professional resolutions that protect the hotel's reputation.
- Reputation Management: Drive the hotel’s digital presence by maintaining top-tier rankings on Google and TripAdvisor through proactive guest engagement and review management.
- Strategic Growth: Partner with the BOD to create and implement innovative promotions and packages aimed at capturing new market segments and increasing occupancy.
- Cross-Departmental Coordination: Ensure peak service quality by taking responsibility for departmental sales and coordinating closely with Housekeeping and F&B to streamline hotel operations.

Organize monthly target, supervise and administer the operation of the front desk department, handle if there are any problems arising in the process of receiving and taking care of customers.
- Participate in recruiting, asisst BOD to prepare training programs and host the training course for Front O®ce team , senior masseuse to taking care guest in order to meet high-end spa standards to serve international guests.
- Directly handle the communication channels to assist customer to book the appointments or provide them Spa's information on online platforms.
- Represent the Spa to handle the unexpected situation during or after the treatment.
- Maintain the Number 1 ranking of Hanoi Spa Google listing/ Tripadvisor listing.
- Participate with BOD in creating a new promotion to attract new potential customer.
- Ensure service quality, be responsible for sales and coordinate with related departments in operating Spa.

Planning and implementing the duties of the front desk department. Organizational analysis work for supervisors.
Checking customers on the system to ensure that information is updated correctly according to promotions, peak seasons, etc.
Regularly check the dress, style and working attitude of the staff in the department.
Urging, inspecting, monitoring and evaluating the performance results of the employees in the department.
Standardization method is the work of receiving VIP guests and ensuring that the standards are completed completely.
Support the staff in the welcome department, waiters, VIP customers, security guards to get the best service.
Support front desk staff to welcome customers, loyal guests, long-term guests, ensuring satisfaction.

Support Front Office Manager to management and operation of the reception department's activities in accordance with the hotel’s standards.
Manage room revenue and products and services effectively.
Maintain and develop effective customer relationships.
Manage and provide quality and effective customer service according to hotel standards.
Supervise staff activities and work to ensure customers are always satis¬ed and meet requests as quickly and effectively as possible according to the hotel's service standards.
Identify employee development needs and know how to retain employees. Train and coach on-site staff and conduct effective group training exercises. Support other departments in order to ensure customer satisfaction.
Perform other tasks when requested by the Front Office Manager and Board of Directors

Organize monthly target, supervise and administer the operation of the front desk department, handle if there are any problems arising in the process of receiving and taking care of customers.
- Participate in recruiting, asisst BOD to prepare training programs and host the training course for Front O®ce team , senior masseuse to taking care guest in order to meet high-end spa standards to serve international guests.
- Directly handle the communication channels to assist customer to book the appointments or provide them Spa's information on online platforms.
- Represent the Spa to handle the unexpected situation during or after the treatment.
- Maintain the Number 1 ranking of Hanoi Spa Google listing/ Tripadvisor listing.
- Participate with BOD in creating a new promotion to attract new potential customer.
- Ensure service quality, be responsible for sales and coordinate with related departments in operating Spa.

- Welcome and support customers to perform services at the hospital.
- Keep the reception area safe and clean, ensure the quality of products and services according to the 5-star standard of the veterinary hospital.
- Receive and answer questions, answers about services and customer care through online channels such as email, website, Instagram, Facebook and Hotline.
- Arrange appointments for customers to visit the hospital.
- Coordinate with Doctors and other departments to plan and implement customer care activities.

- Serving guests by welcoming, customer service - check-in, check-out..
- Handling unexpected situations.
- Sell tours and assist customer with their request ( book ­ight ticket, restaurant, etc ... )
- Security and telecommunications system monitoring.
- Keep a safe and clean reception area by complying with procedures, rules, and regulations

Responsible for the operation of the store.
- Managing staff working effectively including training, recruiting and assigning jobs.
- Ensuring the quality of food, drinks and food hygiene.
- Responsible for the sales of the store.