HOANG LE NGUYEN

- Being responsible for delivering an exceptional level of guest service while performing various duties, including managing guest benefits and complimentary services, handling reservations, checking guests in and out of the hotel, providing information, addressing guest complaints, and assisting in all areas as needed.
- Evaluate and issue guest complimentary items in accordance with hotel policies and the System of Internal Controls.
- Sell and upsell room upgrades and services offered on the property, ensuring to mention promotions or services during every call.

- Being responsible for overseeing the experience of every guest staying in the residence and ensuring a smooth arrival and departure process. This role is crucial in delivering a positive overall experience for guests throughout their stay.
- Supervise and coordinate room assignments with relevant FO sections and other relevant departments, and actively participate in all activities related to the rooming process for hotel guests.

- Being responsible for managing the Front Desk and ensuring the seamless operation of the hotel.
- Oversee the FO staff and ensure they deliver exceptional customer service to staying guests.
- Manage reservations, facilitate guest check-ins and check-outs, and address any issues or complaints that may arise.

- Oversee the team on the floor, and set out any duties or specific tasks to be completed during the shift.
- Hold team meetings and huddles to discuss the shift’s requirements and expectations.
- Manage the staff rotation and schedule, ensuring sufficient cover at all times.
- Set and achieve business goals such as KPI’s, upselling rooms and activities to generate revenue.
- Ensure the highest level of guest service following LQA (Leading Quality Assurance) Standards to meet the highest performance scores.
- Report and assist Front Desk Manager on day to day operations.
- Assist on month-end reports as such transportation, revenue achievement, guest satisfactions and prepare management reports pertaining to budgets and or productivity and performance.