Guest Service Line Agent tại Meliá Hồ Tràm

8/2024 → / (1 năm 1 tháng)

Bà Rịa - Vũng Tàu

Deliver high-quality service and fulfill guest needs and reasonable requests. Build rapport with VIPs, Melia Rewards members, regular, and long-staying guests for personalized assistance. Promote hotel products and services during guest interactions. Handle complaints over the phone and escalate complex issues to guest services. Adhere to confidentiality and professional behavior at all times. Answer incoming and outgoing calls courteously and connect them accurately. Respond to guest inquiries, follow up on requests, and resolve issues. Take room service orders and be knowledgeable about the menu. Handle long-distance call bookings and wake-up calls, taking action if a call is missed. Monitor suspicious calls and escalate them appropriately. Maintain detailed knowledge of the hotel, including services, facilities, hours of operation, and daily events. Be familiar with emergency procedures (fire alarms, evacuation, bomb threats, etc.) and act accordingly. Seek opportunities to enhance guest services continuously. Perform other tasks assigned by the supervisor.

Receptionist Supervisor tại Sai Gon Paradise Hotel

9/2022 → 3/2024 (1 năm 5 tháng)

Hồ Chí Minh

- Conducts shift briefings to ensure hotel activities and operational requirements are known. - Supervise front office operations during assigned shift. - Maintenance of guest information, information about local events. - Supervise the use of the public address system. - Supervise group booking. - Assisting with serious complaints, supervise cashiering activities during shift. - Cash handling and banking procedure, dealing with irregular payments, instructing staff in credit policies and facilities. - Carry out Debtor report, supervise the cashiering system. - In conjunction with IT manager to ensure the hotel system is maintained in accordance with the standard operating procedures. - To ensure that all refused business is recorded and reported to Front Desk Manager. - Works with Manager and Human Resource Manager to ensure the department performance of staff. - Conduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member. - Ensure new staff attend Corporate Orientation within first month of hire. - Coach, counsel and discipline staff in breach of hotel policies and department procedures, providing constructive feedback to enhance performance. - Be aware of duty of care and adhere to occupational , health and safety legislation, policies and procedures. Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly. - Log security incidents and accidents in accordance with hotel requirements.

Team Leader Brokerage tại UPS Logistics

6/2021 → 7/2022 (1 năm )

Hồ Chí Minh

Get Government censorship on customer's behalf (Cultural license, Foodstuff testing...). Understand other license regulations to support customer. - Work with customers to get required information/ document to get license. - Deeply understand Government Controlled goods on import/export to give consultant to customers. Always newly updated. - Compile daily report accurately and legibly in order to provide information to management. - Verify the correctness of declaration documents and compliance with Government regulations. - Submit Customs declaration form ( Yellow and Red line), follow up closely to make sure ship released at soonest time. - Support team if have. - Work directly with customs on import and export procedures. - Accomplished all cargo reports as well as customs documents on that day. - Manage working time, record overtime for each employees in the team.

Customer Service Specialists and CS Team leader tại DHL Express Vietnam

3/2019 → Hiện tại

Hồ chí minh

Accept and register bookings for DHL services. - Offer alternatives to customers and seize up selling and cross-selling opportunities of valued added services (e.g., Sales Leads, shipment insurance) during interaction with the customer. - Respond to customers consistently and confidently by providing accurate information in all areas, such as customs requirements, transit time, and prices. - Enhance service experience in DHL by exercising professionalism and empathy when dealing with each customer's varying needs and demands. - Liaise with Operations and other departments to quickly and efficiently resolve customer issues and queries. - Highlight areas for improvement with suggested solutions to improve DHL's procedures, technology, and service to enhance customer's experience with DHL. - Adhere to global CS procedures while maintaining discretion to exercise flexibility to customer's needs within reasonable limits in consultation with CS Supervisors and Managers. - Assist the supervisors (if applicable) in carrying out relevant CS orientation/ training programs for new or existing CS staff. - Manage and schedule the working shift to all the CS staff. - Take representative at the meeting every months. Accomplished and noticed all the reports everyday to supervisors and managers. - Handle quickly all customer's complaints in a phone call. - Do a favor things to help supervisors and managers as they requested.

Guest Service Line Agent tại Meliá Hồ Tràm

8/2024 → / (1 năm 1 tháng)

Bà Rịa - Vũng Tàu

Deliver high-quality service and fulfill guest needs and reasonable requests. Build rapport with VIPs, Melia Rewards members, regular, and long-staying guests for personalized assistance. Promote hotel products and services during guest interactions. Handle complaints over the phone and escalate complex issues to guest services. Adhere to confidentiality and professional behavior at all times. Answer incoming and outgoing calls courteously and connect them accurately. Respond to guest inquiries, follow up on requests, and resolve issues. Take room service orders and be knowledgeable about the menu. Handle long-distance call bookings and wake-up calls, taking action if a call is missed. Monitor suspicious calls and escalate them appropriately. Maintain detailed knowledge of the hotel, including services, facilities, hours of operation, and daily events. Be familiar with emergency procedures (fire alarms, evacuation, bomb threats, etc.) and act accordingly. Seek opportunities to enhance guest services continuously. Perform other tasks assigned by the supervisor.

Receptionist Supervisor tại Sai Gon Paradise Hotel

9/2022 → 3/2024 (1 năm 5 tháng)

Hồ Chí Minh

- Conducts shift briefings to ensure hotel activities and operational requirements are known. - Supervise front office operations during assigned shift. - Maintenance of guest information, information about local events. - Supervise the use of the public address system. - Supervise group booking. - Assisting with serious complaints, supervise cashiering activities during shift. - Cash handling and banking procedure, dealing with irregular payments, instructing staff in credit policies and facilities. - Carry out Debtor report, supervise the cashiering system. - In conjunction with IT manager to ensure the hotel system is maintained in accordance with the standard operating procedures. - To ensure that all refused business is recorded and reported to Front Desk Manager. - Works with Manager and Human Resource Manager to ensure the department performance of staff. - Conduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member. - Ensure new staff attend Corporate Orientation within first month of hire. - Coach, counsel and discipline staff in breach of hotel policies and department procedures, providing constructive feedback to enhance performance. - Be aware of duty of care and adhere to occupational , health and safety legislation, policies and procedures. Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly. - Log security incidents and accidents in accordance with hotel requirements.

Team Leader Brokerage tại UPS Logistics

6/2021 → 7/2022 (1 năm )

Hồ Chí Minh

Get Government censorship on customer's behalf (Cultural license, Foodstuff testing...). Understand other license regulations to support customer. - Work with customers to get required information/ document to get license. - Deeply understand Government Controlled goods on import/export to give consultant to customers. Always newly updated. - Compile daily report accurately and legibly in order to provide information to management. - Verify the correctness of declaration documents and compliance with Government regulations. - Submit Customs declaration form ( Yellow and Red line), follow up closely to make sure ship released at soonest time. - Support team if have. - Work directly with customs on import and export procedures. - Accomplished all cargo reports as well as customs documents on that day. - Manage working time, record overtime for each employees in the team.

Customer Service Specialists and CS Team leader tại DHL Express Vietnam

3/2019 → Hiện tại

Hồ chí minh

Accept and register bookings for DHL services. - Offer alternatives to customers and seize up selling and cross-selling opportunities of valued added services (e.g., Sales Leads, shipment insurance) during interaction with the customer. - Respond to customers consistently and confidently by providing accurate information in all areas, such as customs requirements, transit time, and prices. - Enhance service experience in DHL by exercising professionalism and empathy when dealing with each customer's varying needs and demands. - Liaise with Operations and other departments to quickly and efficiently resolve customer issues and queries. - Highlight areas for improvement with suggested solutions to improve DHL's procedures, technology, and service to enhance customer's experience with DHL. - Adhere to global CS procedures while maintaining discretion to exercise flexibility to customer's needs within reasonable limits in consultation with CS Supervisors and Managers. - Assist the supervisors (if applicable) in carrying out relevant CS orientation/ training programs for new or existing CS staff. - Manage and schedule the working shift to all the CS staff. - Take representative at the meeting every months. Accomplished and noticed all the reports everyday to supervisors and managers. - Handle quickly all customer's complaints in a phone call. - Do a favor things to help supervisors and managers as they requested.

Nhân viên xuất sắc của năm

11/2021

Team leader xuất sắc của năm tại công ty DHL