Front Office Supervisor tại Vinpearl

4/2021 → / (5 năm 4 tháng)

Phú Quốc

Key Responsibilities • Lead, coach, and develop a team of 20 Front Office Call Center associates, fostering a high-performance culture and ensuring exceptional guest service. • Conduct recruitment, interviews, onboarding, KPI setting, performance evaluations, and succession planning. • Regularly serve as Manager on Duty (MOD), overseeing hotel operations and ensuring seamless coordination among Front Office, Housekeeping, Engineering, Security, Recreation, Transportation, and Food & Beverage. • Personally manage VIP arrivals, guest complaints, and complex service recovery cases while maintaining luxury hospitality standards. • Develop and implement departmental SOPs to improve operational consistency and service quality. • Design anDeliver training programs on communication skills, guest engagement, complaint handling, and service recovery for Front Office and cross-functional hotel teams. • Maintain a proactive lobby presence to engage with guests, anticipate needs, and ensure memorable guest experiences. Key Achievements • Successfully built the Front Office Call Center from 2 newly recruited associates into a high-performing team of 20 members. • Supported the operation of a 630-room and 36-villa luxury resort. • Managed more than 900 guest interactions daily, ensuring timely, personalized, and professional service. • Maintained approximately 90% Guest Satisfaction Score through proactive guest engagement and effective service recovery. • Regularly entrusted by senior leadership to perform Manager on Duty (MOD) responsibilities. • Designed and implemented SOPs that improved communication, workflow efficiency, and service consistency. • Delivered guest experience and communication training for multiple hotel departments. • Best Supervisor • Employee of the Month • Best Upselling Performer • Multiple Guest Appreciation Letters • Outstanding Online Guest Reviews SYSTEMS & SOFTWARE • Cirrus PMS • Microsoft Office Suite • Received numerous guest appreciation letters and outstanding online reviews recognizing exceptional service and leadership. • Awarded Best Supervisor, Employee of the Month, and Best Seller.