Customer Service Manager tại Cuc Gach Restaurant

7/2019 → 1/2021 (1 năm 6 tháng)

Ho chi minh

- Improve customer service experience, create engaged customers and facilitate organic growth. - Take ownership of customers issue and follow problems through to resolution. - Set a clear mission and deploy strategies focused towards that mission. - Develop service procedures, policies and standards. - Keep accurate records and document customer service actions and discussions. - Analyse statistics and compile accurate reports. - Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment. - Keep ahead of industry’s developments and apply best practices to areas of improvement. - Control resources and utilise assets to achieve qualitative and quantitative targets. - Adhere to and manage the approved budget. - Maintain an orderly workflow according to priorities.

Managed S-Rooftop Pool Bar at Hotel tại Sofiltel Plaza Hotel _ ACCOR GROUP

4/2018 → 5/2019 (1 năm )

Ho Chi Minh City, Hồ Chí Minh, Việt Nam

• Human Resource Management: - Proposal to recruit personnel positions in the department. - Participate in the selection of suitable staff and directly train new staffs to meet the requirements of working standards of departments / hotels and corporations. - Organize to evaluate the results of professional training and probation of new personnel. - Mobilize, arrange, arrange work schedule for staffs and urge staffs to follow the schedule. - Organize guidance and tutoring staff in accordance with professional standards of the department. - Perform monthly attendance for the department. - Periodically assess the performance of staffs. - Proposal for reward, discipline, transfer of work ... - Making decisions to resign from staffs. - Supervise and remind staffs to comply with the internal rules. - Encourage, motivate work for staffs - Ensuring staff benefits and health. - Submit to the superior's reflection • Financial management - Understand the report of raw material costs and profits earned each day. - Develop plans and organize implementation according to the targets of assigned sales and profits. -Contact partners, suppliers to discuss and negotiate contracts related to operations in the department. -Participate in signing or canceling the contract under the assigned authority. - Proposing cost-saving solutions, promoting sales for the department. - Implementation of financial statements. - Directly monitor daily tip amount. • Service Quality Management - Monitoring activities based on standards, processes of the department. - Proposing solutions to improve parts. - Ensure safety and hygiene issues according to the standards of the group. - Ensure the standard of menu (drink / eat), meet customer requirements. - Summarize and report daily events to Manager. - Resolving incidents and complaints of customers. - Organize monitoring and evaluation of customer satisfaction. - Build and maintain relationships with patrons, make a beautiful impression in the eyes of customers. - Directly deal with customer complaints if employees cannot solve them • Management of Facilities, Goods, Property - Keep track of the number and quality of tools, tools and equipment monthly. - Explain to the Manager about the amount of damage and loss. - Plan for maintenance, repair, replacement of machinery and facilities. - Inventory and supplement of equipment and tools for the department. - Monitor the purchase of goods according to the minimum inventory norms • Business And Marketing - Deploy and check the use of hotel brand identity system according to the group's standards. - Keep track of VIP customers, loyal customers of the department and meet customers directly. - Organize promotional activities, event programs (events) according to the approved plan. - Coordinate to implement marketing programs of the department * From July/2012 to March/ 2018: servicing department manager at Mezz Restaurant - Directly deal with customer complaints related to food. - Organize the monitoring and evaluation of customer satisfaction according to the process and standards of hotels and corporations. - Training for employees (C/L) how to approach customers when problems need to immediately report to management levels. - Monitor visitors, check the preparation of food with the department. - Record a table & set up a table. - Coordinate to implement marketing programs of restaurants. - Participate in all department meetings, report feedback from customers. - Organization supervises and directly supervises the implementation of the standards and guiding procedures of the restaurant. - Report the results of daily events to management levels. - Keep track of the number of monthly tools, assets, goods, explanations for restaurant managers, account for the amount of damage and loss. - Prepare a cancellation slip for damaged property. - Make a transfer slip when requested.

Excellent staff of Accor Group

12/2017

excellent staff of Accor Group at Q4/2017

Mr Jean - F&B Manager

Sofitel Hotel

thanhtri2077@gmail.com - 0911906903