Customer Care Manager tại Cau Go Group

10/2018 → Hiện tại

Hanoi

Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives. Develop and implement customer service policies and procedures; define and communicate customer service standards; review and assess customer service contracts; oversee the achievement and maintenance of agreed customer service levels and standards; direct the daily operations of the restaurant team; plan, prioritize and delegate work tasks to ensure proper functioning of the department; ensure the necessary resources and tools are available for quality customer service delivery; review customer complaints; track customer complaint resolution; contact customers via online social networks; handle complex and escalated customer service issues; analyze relevant data to determine customer service outputs; identify and implement strategies to improve quality of service, productivity and profitability; co-ordinate and manage customer service projects and initiatives; staff training.

Tour Guide tại LLC Lovely Tour

9/2009 → 10/2013 (4 năm )

Irkutsk, Россия

I met and accompanied tour groups from Australia, UK and Netherlands in the city of Irkutsk and organised their travel experience in Irkutsk and in Listvyanka, a village at the lake Baikal. Main responsibilities were registrating visas, transfering, accommodating and planning the leasure time, e.g. cruising, walking around, visiting museums, riding dog sleds or ATVs and so on.

Cortyard by Marriott Irkutsk City Center tại Front Office Administrator

11/2012 → 3/2013 (3 tháng)

Irkutsk, Россия

Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports lists. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts.

Cortyard by Marriott Irkutsk City Center tại Front Office Supervisor

3/2013 → 11/2013 (8 tháng)

Irkutsk, Россия

Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Assist management in training, evaluating, counseling, motivating and coaching employees. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns.

Marriott Sochi Krasnaya Polyana tại Front Office Administrator

12/2014 → 12/2015 (1 năm )

Sochi, Россия

Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports lists. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts.

Marriott Sochi Krasnaya Polyana tại Front Office Supervisor

12/2015 → 4/2017 (1 năm 4 tháng)

Sochi, Россия

Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Assist management in training, evaluating, counseling, motivating and coaching employees. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns.

Marriott Sochi Krasnaya Polyana tại Duty Manager

4/2017 → 8/2017 (4 tháng)

Sochi, Россия

My main duties were processing all guest check-ins, verifying guest identity, form of payment, assigning room. Also setting up accurate accounts for each guest according to their requirements; ensuring rates match market codes, document exceptions; securing payment prior to issuing room key, verifying/adjusting billing; compiling and reviewing daily reports/logs/contingency lists; completing cashier and closing reports; supplying guests with directions and property information; accommodating guest requests, contacting appropriate staff if necessary; processing all payment types, vouchers, paid-outs, and charges; balancing and dropping receipts; counting and securing bank at beginning and end of shift; obtaining manual authorizations and following all accounting procedures; reporting accidents, injuries, and unsafe work conditions to general manager; ensuring personal appearance is clean and professional; maintaining confidentiality of proprietary information; protecting company assets.

Ivan Yudakhin - Front Office Manager

Marriott Sochi Krasnaya Polyana

i.ydakhin@marriott-gorkigorod.ru - +79627540003

Yulia Kapralova - Rooms Division Director

Marriott Sochi Krasnaya Polyana

y.kapralova@marriott-gorkigorod.ru - +79500669988

Darius Juskenas - General Manager

Marriott Sochi Krasnaya Polyana

d.juskenas@marriott-gorkigorod.ru - +79384495754