Freelancer tại Freelance

9/2024 → Hiện tại

Cần Thơ

Providing virtual support for small customer service projects

Front Office Duty Manager tại Discovery Resort Kings Canyon

4/2024 → 9/2024 (5 tháng)

Petermann, Northern Territory, Australia

Oversaw daily front office operations for a 4-star resort with 136 rooms, 6 glamping tents, and 400 caravan sites, ensuring seamless guest experiences. Supervised and trained 5+ Guest Service Agents, reducing check-in time by 20%. Handled guest issues and system-related tasks, achieving a 90% first-contact resolution rate. Reported key operational matters directly to the Front Office Manager.

Guest Service Agent tại Discovery Resorts Glen Helen

6/2022 → 10/2023 (1 năm 3 tháng)

Glen Helen, Alice Springs, Northern Territory, Australia

Managed check-in/out and reservations for international and domestic guests. Supported both online and direct booking processes. Trained new front office employees, following all company procedures. Collaborated with other departments to resolve 100% of guest concerns quickly.

Operation Manager tại ConVoi Hotel

4/2020 → 5/2022 (2 năm )

Cần Thơ

Directed operations of a newly established hotel with 20 rooms. Recruited, trained, and supervised front office staff, improving service quality ratings. Implemented a procedure for check-in/out, ensuring consistency and efficiency. Coordinated with housekeeping teams, boosting guest satisfaction scores to 9+.

Front Office Supervisor tại Hoang Hai Dang Hotel

12/2018 → 12/2019 (1 năm )

Cần Thơ

Supervised daily front desk operations and guest interactions. Trained and supported staff, reducing turnover. Handled guest issues and coordinated with the manager for smooth operations

Front Office Receptionist tại Hoang Hai Dang Hotel

1/2017 → 12/2018 (1 năm 10 tháng)

Cần Thơ

Welcomed and assisted guests during check-in/out with high hospitality standards. Handled phone inquiries and promoted Mekong tours, increasing sales revenue by 90% (overseas guests). Reported daily operations directly to the manager.

Employee of the month

8/2024

This award was presented by the general manager for who had the best performance of the month. This award came with a certificate and a Visa gift card.

Luke Johnston - GM

Discovery Resort Kings Canyon

ljohnston@discoveryparks.com.au