Lê Thị Hồng Nhung

• 5 working days | 2 days off per week
• Duty meals, accommodation, and transportation allowance provided by the company
• Labor contract includes social insurance, health insurance, unemployment insurance, and personal income tax paid by the company
• Net salary (take-home salary) required: 2,500 USD
• Public holidays in Vietnam

Main responsibilities:
- Manage all aspects of the front office department, ensuring that guest expectations are not only met but exceeded.
- Develop specific goals and plans to prioritize, organize, and complete work efficiently.
- Handle complaints by settling disputes and resolving grievances through effective negotiation with relevant parties.
- Plan and execute team-building activities to make associates feel valued for their contributions.
- Be a dynamic and thoughtful leader by empowering and supporting your team.
- Supervise staffing levels to meet guest service, operational needs, and financial objectives.
- Be an expert on the hotel and the surrounding area to enhance guest experiences and stimulate their curiosity.
- Build and strengthen relationships with both existing and new customers, anticipating their needs to encourage future bookings.
- Understand how the department's operations impact the overall financial goals and objectives of the property and work to achieve or exceed these targets.
- Drive loyalty through effective engagement with our loyalty programs and positive guest experiences.

Other responsibilities:
- Serve as the champion of the OPERA property management system: handling setup and training during the conversion period.
- Act as the champion of Guest Voice: chair weekly meetings, review guest feedback with the leadership team, and ensure appropriate corrective actions are taken. Respond to and address guest problems and complaints.

Recognition and Gains in the year 2024
- Champion the Marriott Bonvoy loyalty program: achieving a yearly enrollment target of 165%.
- Lead the Brand Standard Audit efforts: the hotel passed with a score of 89.8%, while the front office team achieved a score of 97%.
- Build a management pipeline by promoting three staff members to Supervisor and four Supervisors to Duty Manager and Residence Guest Service Manager.

Main responsibilities:
- Respond to all guest requests, problems, complaints, and accidents presented at the Front Desk or through reservations, comment cards, letters, and phone calls in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
- Motivate, coach, counsel, and discipline all Guest Services personnel according to Dream Hotel's Standard Operating Procedures (S.O.P.s).
- Prepare and conduct all Guest Services interviews, following hiring procedures according to Dream Hotel's S.O.P.s.
- Develop employee morale and ensure proper training of Guest Services personnel.
- Maximize room revenue and occupancy by reviewing daily status reports.
- Analyze rate variance, monitor the credit report, and maintain close observation of the daily house count.
- Monitor the selling status of the house daily, including flash reports and allowances.
- Review the worked hours of Front Office staff for payroll compilation and submit to Human Resource
- Prepare employee schedules according to business forecasts, payroll budget guidelines, and productivity requirements.
- Ensure that no-show revenue is maximized through consistent and accurate billing practices.
- Maintain Dream Hotel's S.O.P.s regarding Purchase Orders, invoicing, and checkbook accounting.
- Maintain a professional working relationship and promote open communication with managers, employees, and other departments.
- Work closely with the Accounting department on follow-up items, such as returned checks, rejected credit cards, and employee discrepancies.
- Operate all aspects of the Front Office computer system, including software maintenance, report generation, analysis, and basic programming.
- Ensure that staff greet and welcome all guests approaching the Front Desk in accordance with Dream Hotel's S.O.P.s.
- Ensure the implementation of all Dream Hotel policies and house rules. Understand hospitality terminology and ensure sign-off on all Service Standards by position for Guest Services staff.
- Assist in preparing revenue and occupancy forecasting.
- Ensure the logging and timely delivery of all messages, packages, and mail in a professional manner.
- Maintain constant communication with Housekeeping, Reservations, Engineering, Revenue, and Accounting departments.
Other responsibilities:
- Responsible for customer service and customer satisfaction reports, with an action plan submitted to the General Manager monthly.
- Prepare the annual operational expenses (Opex) and capital expenditure (Capex) budget for the Front Office department.

Recognition and Gains in the year 2023:
- Demonstrated strong problem-solving skills and a focus on solutions, maintaining a positive and can-do attitude in challenging circumstances and high-pressure situations.
- Exhibited a service-oriented style with professional presentation skills.
- Showed excellent organizational, interpersonal, and administrative skills.

- Support Front Office Manager, drawing up the monthly and weekly service plan
- Maximizing room sales and revenue in the hotel while minimizing operational costs
- Handling emergency cases according to the established policies and procedures, e.g. fire safety, typhoon, security and medical care etc. when required
- Coordinating and working closely with security department to ensure maximum safety of our guests

- Assist the Front Office manager on daily basis
- Handle guest’s complaints from all operational areas of hotel
- Put in place corrective action
- To ensure effective communication and coordination within the Front Office and with other departments

Main responsibilities:
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
- Achieves and exceeds goals including performance goals, budget goals, team goals, etc
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Manages department controllable expenses to achieve or exceed budgeted goals
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).

Achievements and skills gained:
- Membership recruitment: +13.3% vs target
- Reputation performance score: 88.93
- Expanding responsibilities beyond FOM duties by leading the following projects: Brand audit for all departments, ACDC champion, Hotel RPS Champion, Hotel Heartist Champion, customer service
- Training Brand audit App, guests preference, customer service, loyalty programs to all HODs and staff.
- Update customer satisfaction index in the daily HOD meeting and chair a monthly Customer Experience meeting with operational departments to make an action plan to improve the issues.
- Update EOM report for Room Division and send it to GM monthly

Main responsibilities:
- Ensures that thoughtful and attentive guest service with relaxed efficiency is offered.
- Ensures complete responsiveness to the desires of our guests.
- Updates associates on room rate changes and all Sales & Marketing programs
- Updates associates on rules and policies governing special promotions and that their production is tracked.
- Ensures that associates understand the business goals of the hotel industry average rate, occupancy, and profitability of the division.
- Ensure that all Front Office personnel is trained accordingly to the Quality Service Standards (QSS) is met to the desired level
- Ensures that associates promote hotel facilities and services and that all associates have knowledge of menus, promotions, etc. in Food & Beverage.
- Ensures that Rooms profit is maintained through maximization of Yield and control of expenses.
- Monitors the cleanliness of the front of the hotel, Lobby area, the front desk, and back offices.
- Works closely with the Financial Controller to ensure compliance with accounting procedures and cash handling policies.
- Maintains the integrity of the computer system and computer hardware in conjunction with the IT Department.
- Resolves and reports all guest problems and complaints at the daily hotel Operations Meeting.
- Ensures that an excellent profile of preferences is developed for each returning guest.
- Participates in the preparation of the annual marketing and budget plan.

Achievements and skills gained:
- Mature writing SOP
- Remain high
- Quality Service Standards
- Improve training Skills.

Main responsibilities:
- Pay special attention to important guests, ensuring their satisfaction with all aspects of their stay in the serviced apartment.
- Ensure that the accommodation and dining needs of VIP customers, loyal customers, and long-term stay guests are remembered and fulfilled throughout their stay.
- Monitor room availability and guests' accounts using the RMS system.
- Address complaints from customers, ensuring their concerns are resolved satisfactorily.
- Ensure that cash advances or cash received upon checkout are handled properly by Guest Service Officers.
- Collaborate to review operations within the department and devise strategies for improvements to enhance efficiency.
- Ensure all policies are adhered to by Guest Service staff.
- Train, coach, and manage the Guest Service team.

Other responsibilities:
- Responsible for customer service and satisfaction reports, and create action plans to be submitted to the RM monthly.
- Chair Head of Department (HOD) meetings and address operational issues in the RM's absence.
- Open purchase requisitions and receive goods for all departments in Oracle while those departments lack secretaries/admins.
- Prepare the annual operating expenditure (Opex) and capital expenditure (Capex) budget for the Guest Services department.

Recognition and Gains in the year 2021-2022:
-Performance appraisal achieved PL2 - Exceeds Targets.
- Overall customer satisfaction score: 95.63%, achieving PL1 - Far Exceeds Expectations.
- Service and product audit resulted in a score of 96% for Guest Services and 100% for Crisis Management and General Safety.
- Learning and development hours per staff: 40 hours per staff member.
- Developed a management pipeline: promoted four supervisors to Duty Executives, one of whom received the Grand LIFE Heartware Award 2021 and will participate in the commendation ceremony in Indonesia in June 2022.

Training Courses& Plans in the year 2022:
- March 2022: Completed the Guest Service Preopening Process Training Course with Ascott Group.
- Selected as part of the POP team to prepare for the pre-opening of the ACCC Tay Ho Hanoi project, expected in Q2 2022 (The investor is Sun Group – 9 buildings with 1,904 units across Ascott, Citadines, and Crest Collection brands).
- Participated in the Leadership Capacity Enhancement program led by Ms. Nguyen Thi Thuy Minh, Director of Human Resources at AIMV/Ascott in October 2022.
- Nominated for the Service Residence Manager Program for 2023 to become a Resident Manager/Property Manager.

nguyen.maihuong@the-ascott.com - +84983 948 576

mike.britt@accor.com - 84982 132 410

ribhu.chatterjee@hyatt.com - +61421747675

van.do@sheraton.com - +84973073468