Front Office Manager tại Windsor Plaza Hotel

5/2022 → 7/2025 (3 năm 2 tháng)

Việt Nam

-Staff Management with responsibility for hiring and training front office personnel. Quarterly and yearly evaluate employee performance and provide feedback. -Planning for yearly team development plan on each key potential person, then developing during working year as back up plan for operation flow. -Accountability for Guest Service Excellence where I am strongly focusing on customer feedback, coaching team on service improvement. Handling guest inquiries, complaints and special requests. Giving advice for duty managers on each follow up and ensuring a seamless service provided. -Monitoring hotel reviews and driving hotel ranking online, ensure taking care of guest’s feedback and to provide prompt reply on each guest’s concerns. -Preparing financial reports and monthly P&L analysis to understand hotel business and potential risks affecting overall room revenue. Frequently monitoring the hotel occupancy and maximizing the revenue opportunities. -Overseeing cash handling procedures and preventing any potential fraud at desk. Motivating front desk team with room upselling performance at great results. -Ensuring service quality compliance with hotel policies and service standards. Strongly support Executive Housekeeper and his team on daily operation and concerns with proper solutions.