Loyalty Manager | Duty Manager tại RENAISSANCE RIVERSIDE HOTEL SAIGON (RRHS)

10/2015 → 4/2026 (10 năm 6 tháng)

Việt Nam

Loyalty Manager | Duty Manager Aug 2022 - Apr 2026 Managed loyalty member relations and guest personalized experiences throughout the journey. Led Front Desk daily operations ensuring smooth service delivery and guest satisfaction. Delivered Loyalty Mindset Training for Operation teams. Analyzed guest satisfaction metrics, collaborated with relevant departments to execute service recovery plans, enhance guest satisfaction. Drove loyalty enrollment performance, achieving 105–110% of annual enrollment targets. Conducted monthly brand standard audits to ensure compliance and service excellence. Managed Front Desk manpower planning and roster administration. Conducted Associate Performance evaluation & development discussions. Assistant Loyalty Manager Mar 2022 - Aug 2022 Served as Duty Manager, ensuring smooth daily operations. Trained and coached associates to maintain service excellence & SOP compliance. Conducted monthly/quarterly Loyalty performance reports. Organized departmental team-building activities. Front Desk Supervisor Oct 2018 - Mar 2022 Room controller & coordinated VIP arrivals and special requests with cross- functional teams. Handled guest complaints and service recovery as a senior point of contact. Delivered essential training and coaching to Front Desk associates. Supported in management daily Front Desk operations to ensure smooth shift execution. Managed payroll administration and attendance records. Guest Service Agent - Guest Relation Officer Oct 2015 - Oct 2018 Welcomed guests and created positive first impressions through professional customer service. Delivered guest services and local destination recommendations. Resolved concerns promptly while maintaining high satisfaction. Take care of VIPs and groups in arrangement for pre-arrival, arrival, and during the stay.