Acting Front Office Manager/ Assistant Front Office Manager tại Nesta Can Tho Hotel

5/2020 → Hiện tại

Cần Thơ

Scope of Responsibility - Managed the lobby, front desk, switchboard, and guest service areas; supervised 6–8 frontline staff per shift. - Handled first-level guest complaints and approved service recovery within authorized limits. Key Responsibilities - Assisted the Front Office Manager in daily Front Office operations to ensure service standards were met. - Created staff schedules and assigned duties for frontline teams. - Monitored KPIs and Front Office revenue, and suggested improvements to service efficiency. - Received and resolved guest feedback to maintain the hotel’s brand image. - Trained new staff on job procedures and professional behavior. Key Achievements - Maintained guest satisfaction scores (CSI) above 90%. - Achieved an average OTA rating of 8.8/10 for three consecutive years. - Increased the repeat guest rate to approximately 35%.