F.O.M. promoted to RDM, OM. tại Nguyên Gia Hotel

10/2020 → Hiện tại

Đà Nẵng

SETTING UP F.O.'S COUNTER AND OTA PRICING'S STRUCTURE DURING THE PERIOD OF PRE-OPENING Main responsibilities: As Operation Manager - Setting up FO’s counter and OTA’s Pricing structure during the period of pre-opening, IN TOP 20 HOTEL ON BDC IN DA NANG for 2 years, - Guest Experience and Personnel management, - Manage the stocks and stores of the amenities, - Department Financial planning and managing, - Perform room controlling effectively, - Provide training and coaching courses of upselling and revenue maximization, 1. Guest Experience: - Ensuring Front office team delivers a great service, professional attention and personal recognition. - Ensuring guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction. - Conducting routine inspections of The Front office and public areas and taking immediate actions to correct any deficiencies 2. People: - Managing day-to-day staffing needs, planning and assigning work and establishing performance and development goals for team members. Providing mentoring, coaching and regular feedback to improve team member performance. - Educating and training team members in compliance with federal, state and local laws and safety regulations. - Ensuring staff is properly trained and has the tools and equipment to carry out job duties Ensuring my team is properly trained on systems, security, service and quality standards 3. Financial: - Helping prepare annual departmental operating budget and financial plans. Monitoring budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management - Overseeing night audit function and preparation of daily financial reports - Developing plans to increase occupancy and ADR through walk-ins and upselling at the front desk - Checking billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner - Training team members on PBX procedures and serve as a central communications point during emergency/crisis situations; developing and maintaining relationships with local fire, police, and emergency personnel - Performing other duties as assigned. May also serve as manager on duty AS OTA SALES - Assisting the Manager of Sales & Marketing in evaluating the performance of the Hotel website and giving suggestion on how to promote and improve the presence of the Hotel on the web with the intention of increasing number of bookings and keeping the website up to date. - Managing the implementation of online merchandising strategies and segments those drive improvements in sales conversion, translating to increases in customer acquisition, retention, and up/cross-sales. - Working with internal and external resources for creation of marketing assets including banner ads, promos, email blasts, etc. - Monitoring industry trends and competitor web sites. - Conducting regular quality assurance audits on the Hotel’s descriptive content & images to ensure parity on all channels and integrity with the Hotel website. Identifying and evaluating new marketing opportunities to increase direct internet traffic as well as monitoring the online presence as well as rate position of immediate competitors.

Senior Front Office Supervisor (Acting Duty Manager) tại Sala Da Nang beach hotel

2/2019 → 10/2020 (1 năm 7 tháng)

Đà Nẵng

SETTING UP F.O.'S COUNTER DURING THE PERIOD OF PRE-OPENING Main responsibilities: - Operating and leading shift. Ensuring everything goes well and smoothly. - Training newer on board. - Welcoming guests upon arrival and check-in according to established standards and procedures - Conducting hotel site inspections of the public areas of the main lobby ensuring a high standard of cleanliness and maintenance and initiating appropriate action where necessary. - Managing all visitors (checking in, checking out procedure) - Providing courteous and efficient service and if possible to comply with each and every guests request. - Handling guest complaints promptly according to established procedure and then report to FOM for further follow up when necessary. - Being familiar with all room types and rates in the hotel and their availability status, up-sell whenever possible .- Being responsible for the service quality and standards are maintained to provide maximum guest satisfaction. - Coordinating meetings and appointments - Prioritizing workloads-Resolving problems quickly - Answering all incoming calls and handling callers' inquiries, taking messages. - Picking up and delivering the email. - Knowledgeable of all special promotion procedures, for programs such as season packages...

Front Office Team Leader -> Supervisor tại Paris Deli Hotel

7/2017 → 2/2019 (1 năm 7 tháng)

Đà Nẵng

SETTING UP F.O.'S COUNTER DURING THE PERIOD OF PRE-OPENING Main responsibilities: - Operating and leading shift. Ensuring everything goes well and smoothly. - Training newer on board. - Welcoming guests upon arrival and check-in according to established standards and procedures - Conducting hotel site inspections of the public areas of the main lobby ensuring a high standard of cleanliness and maintenance and initiating appropriate action where necessary. - Managing all visitors (checking in, checking out procedure) - Providing courteous and efficient service and if possible to comply with each and every guests request. - Handling guest complaints promptly according to established procedure and then report to FOM for further follow up when necessary. - Being familiar with all room types and rates in the hotel and their availability status, up-sell whenever possible .- Being responsible for the service quality and standards are maintained to provide maximum guest satisfaction. - Coordinating meetings and appointments - Prioritizing workloads-Resolving problems quickly - Answering all incoming calls and handling callers' inquiries, taking messages. - Picking up and delivering the email. - Knowledgeable of all special promotion procedures, for programs such as season packages...

Receptionist tại Mandila Da Nang beach hotel, Nhat Minh hotel

10/2015 → 7/2017 (1 năm 9 tháng)

Đà Nẵng

- Welcoming guests upon arrival and check-kin according to established standards and procedures. - Being familiar with all room types and rates in the hotel and their availability status, up-sell whenever possible. - Coordinating meetings and appointments - Prioritizing workloads -Resolving problems quickly - Answering all incoming calls and handling callers' inquiries, taking messages. - Picking up and delivering the email. - Knowledgeable of all special promotion procedures, for programs such as season packages...

Head of department of the year

12/2022

Excellent manager of the year 2022

Employee of the month

5/2018

Best individual performance of the team

Employee of the month

1/2019

Best individual performance in the role of the leader of team

TRAN THI NGOC HA - GM

Melia Vinpearl Hue city

ngocha1587@gmail.com - 0988230757

PHAN MINH DUỌNG - DM

SALA DA NANG BEACH HOTEL

dm@saladn.com - 0935463612