Ngọ Thị Ngọc Linh

- Communicated with customers through phone calls, online chats, emails, and directly at
the lobby to assess customer needs and provide solutions.
- Identified customer needs by listening attentively and connecting to relevant
departments or personnel.
- Dealt with complex complaints and angry customers professionally and politely,
resolving issues with favorable solutions.
- Maintained team relationships by helping colleagues during complicated customer calls.

Provided tailor-made experiences for Executive Lounge's customers
•Be dynamic and efficient in serving guests with a professional and positive
attitude
•Be a main actor in the Check-in and Check-out process which occurs at the Front
Desk, and will be available to help the guests with any of their requests

Made guest and their needs a primary focus in fulfilling job responsibilities and
resolving guest issues
•Ensured the team's grooming was followed with hotel standards.
•Fostered a positive working environment and guest-oriented.

•Provided training and support for newbies and Executive Lounge's team of 5.
•Assisted the Executive Lounge Manager in keeping track of the storage then
placed orders for Stationery and F&B storage weekly or when in urgent need.
•Supervised daily operations at the Lounge
•Be responsible for ensuring seamless guest experience and smooth operations
at the Lounge.

•Supervised daily operations, and coordinated with cross-functional
departments ensuring seamless service delivery to the hotel's VIPs.
•Led a team of 4 staff members, providing proper support for problem-solving.
•Profiling VIPs' information and preferences for Higher Managers' meetings to
go through and take action accordingly to any adjustments for preparing to
welcome the VIPs.
•Check guest satisfaction regularly and strive to personalize their stay within the
hotel's ability by communicating directly, checking thoroughly their profile, and
also their public profile information on the internet if any.