CS - QC Executive tại HMS PROPERTY -

8/2021 → Hiện tại

Hà Nội

* 08/2021 - Present HMS PROPERTY – CS - QC Executive Hiring, training and managing of employees who work in the customer service department, housekeeping and public area. Maintaining required productivity and required standards in Housekeeping Department Responsible for the quality of service provided to customers such as insect control, garbage, garden landscaping at the Building. Schedule shifts Ensure timely and accurate customer service Handle complaints and specific customers requests Troubleshoot emergencies Monitor stock and order supplies like room amenities , chemicals… Prepare and monitor office budget Keep updated records of office expenses and costs * 01/2018 - 08/2021 PULLMAN HANOI HOTEL – Assistant Executive Housekeeping Assist with overseeing Housekeeping/Laundry operations Deputise in absence of the Executive Housekeeper. Generate reports related to expense, labor, supplies and other housekeeping activities. Schedules cleaning for lobby area, public restrooms, telephone areas, hallways, entrances, elevators beside some specific cleaning projects such as: carpet shampooing, vent cleaning… Assists in controlling expenses by the housekeeping department. Support managing, training and developing the team to get the high quality of housekeeping standard in Guest’s room, L&F procedure, Laundry and Public area… Attend to any guest complaints and take service recovery measures if required. Co-ordinate with vendors eg: Pest control, Laundry services and other outsource services. Co-ordinate closely with Front office and other departments to improve guest services *02/2017 - 01/2018 HMS PROPERTY – DOLPHIN PLAZA – Services Manager Hiring, training and managing of employees who work in the customer service department, housekeeping and public area. Maintaining required productivity and required standards in Housekeeping Department Responsible for the quality of service provided to customers such as insect control, garbage, garden landscaping at the Building. Schedule shifts Ensure timely and accurate customer service Handle complaints and specific customers requests Guide, support and provide necessary informations, registration for residents or customers. Monitoring and collecting opinions or feedbacks of residents/customers about the service quality of the Management Board/Service Contractor. Troubleshoot emergencies Monitoring stock and order supplies like room amenities , chemicals… Prepare and monitor office budget Keep updated records of office expenses and costs *12/2016 - 01/2017 LANCASTER HANOI BUILDING – Duty Manager Manage and monitor activities of all employees in the Front Office department Maintain a professional and high quality service oriented environment at all times. Dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise. Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate. Undertake full responsibility for Scheduling and Payroll of the department. Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication. Coordinate daily activities with hotel management team on a daily basis. Training and supporting new staffs. * 03/2003 – 12/2016 HANOI HOTEL : Front Office & Business Center Department Training and supporting new staffs. Doing daily reports. Welcome customer, do check in and check out process. Dealing with bookings by phone, e-mail, letter, fax or face-to- face Prepare and distribute daily manifest for operation, daily guest’s information for immigration registration. Dealing with complaints or problems. Providing informations if needed. Fullfil all reasonable requests from guests to ensure their comfort, satisfaction and safety Do researching of potential markets following General Manager's order. Handle events, conference booking, serviced office included virtual office. Responsible for Secretary service including: typing, faxing, email, internet, facsimile, telephone. Supporting guest about fields of air-ticket, tour, transportation and other requested services. * 01/2001 - 02/2003 Prudential Insurance Company Unit Manager Secretary Responsible for Secretary and Office works.