Guest Operations Team Leader tại HILTON - TRU BY HILTON DA NANG CITY CENTRE

7/2024 → Hiện tại

Đà Nẵng

Guest Operations Sta 7/2024 - 3/2025 • Service Operations Sta (Multi-tasking: Reception, F&B, Bartender) • In addition to performing the basic duties of a receptionist, I was trained by Hilton in bartending skills, covering everything from basic to advanced techniques for coee making and cocktail preparation. • IparticipatedintrainingcoursesonF&Boperations,inventory coordination and management, as well as essential service knowledge for an F&B sta member. Guest Operations Team Leader 4/2025 - Present • Held the role of Team Leader (equivalent to Supervisor in traditional hotel models). • Supervise daily front oce operations and ensure smooth guest check-in/check-out. • Manage and lead a team of front desk agents to maintain high service standards. • .Handle guest complaints and resolve issues in a professional and timely manner. • Coordinate with other hotel departments (Housekeeping, F&B, Maintenance) for ecient operations. • Monitor room availability, overbooking, and special requests. • Ensure proper handling of reservations, cancellations, and billing procedures. • Train and develop new sta members. • Maintain guest satisfaction scores and implement improvements when needed. • Ensure adherence to hotel policies and security protocols.