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Từ 5 đến 10 năm
Giám sát
12 - 20 triệu
Tiếng Anh (Giỏi), Tiếng Trung (Trung bình)
100 - 499
Giới thiệu bản thân
Trình độ học vấn chuyên môn
Vietnam Tourism Certification Board (VTCB)
CERTIFICATE IN VTOS FRONT OFFICE OPERATIONS - Khác
2017 → 2017
Đại Học Hà Nội
Tiếng Anh - Đại học
2010 → 2014
Kĩ năng
Lắng nghe và xử lý tình huống | |
Giải quyết phàn nàn | |
upselling | |
Teamwork | |
Leadership Skill | |
Kỹ Năng Giám Sát | |
Tin học văn phòng | |
Organising | |
Sáng tạo |
Kinh nghiệm làm việc
Duty Manager - Acting Front Office Manager tại Belle Maison Parosand Danang Hotel
9/2019 → 10/2020 (1 năm )
Danang
• Deputize in the absence of Front Office Manager • Ensure the front desk provides a professional and friendly service for customers • Liaise with other departments • Responsible for FO manning guide, purchasing orders and operational plans • Identified opportunity to combine Guest Relations and Reception into one team with the aim of improving efficiency and customer service • Built and delivered training programs for team • Resolve customer complaints in timely, professional manner • Maintain a positive work environment and monitor efficiency of all processes to ensure customer satisfaction, operations flow smoothly and company goals are met • Hotel ranking was improved from #23 to #6 on TripAdvisor
Club InterContinental Supervisor tại InterContinental Hanoi Landmark72
2/2019 → 8/2019 (6 tháng)
Hanoi
• Deputize in the absence of the Manager • Manage the performance of the Club Lounge, fully competent in reception and F&B duties • Communicate guest needs and preferences within the department and throughout the property to ensure that each guest has the most personalized experience possible • Deliver the highest quality and brand service standards to consistently meet and exceed executive Guest and VIP expectations • Ensure that all Guest supplies and amenities are offered and replenished to the required standards • Optimize the flow of communication internally. Keep staff updated and abreast of all changes, policies, promotions, and events. • Assign specific tasks to the staff as they arise
Travel Consultant tại Exo Travel Vietnam
9/2018 → 2/2019 (5 tháng)
Hà Nội
• Suggest suitable travel options and preparing quotations that best suite clients' needs • Distribute travel itineraries, reserving tickets, accommodation, organizing transportation rental • Manage customer issues
RESERVATION AGENT tại Hilton Hanoi Opera Hotel
3/2018 → 6/2018 (3 tháng)
Hà Nội
• Receiving reservations from individuals and travel agents and ensuring that all information relating to reservations is keyed correctly to system at highest quality • Following up on reservations including payment methods and guest requests • Responsible to ensure reservations are processed based on established room availability, applicable rates and billing arrangements • Upselling to maximize hotel revenue
RECEPTIONIST SUPERVISOR tại Hilton Hanoi Opera Hotel
2/2017 → 8/2018 (1 năm 6 tháng)
Hà Nội
• Interact with guests and provide a welcoming atmosphere. • Responsible to manage receptionist duty roster • Supervising front desk associates to ensure all hotel policies, procedures, regulations and standards are followed • Checking guest accounts to minimize mistakes and confusions • Listen to complaints put forward by guests, resolve stressful situations and provide solutions to problems. • Preparing learning contents for new employees of Reception • Studying incoming groups for room blocking • Ordering and managing office stationery
RECEPTIONIST tại Hilton Hanoi Opera Hotel
2/2016 → 2/2017 (1 năm )
Hà Nội, Việt Nam
• Ensuring smooth check-in and check-out process • Checking guest profiles to understand their requests for room assignment and amenities set up • Providing information regarding products or services of the company • Presenting comprehensive internal communications with other departments • Supplying guests with pertinent information and useful travelling tips
Telephone Operator tại Hilton Hanoi Opera Hotel
6/2014 → 2/2016 (1 năm 8 tháng)
Hà Nội, Việt Nam
• Receiving incoming calls and guest messages • Answering guest questions and listening to their concerns • Logging all wake-up call requests and performs wake-up call services