Vo Thi Chi

I am looking for a new opportunity to work in a healthy and professional working environment where I can assert myself and contribute my knowledge, experience and professional qualifications in hospitality, to the success of the company.

1. Deliver Excellent Guest Experience
Ensure every guest receives personalized, attentive, and seamless service that reflects luxury hospitality standards. Anticipate guest needs and create memorable experiences.

2. Manage Guest Relations and Complaint Resolution
Resolve guest issues quickly, professionally, and discreetly. Turn negative situations into positive experiences through effective problem-solving and empathy.

3. Supervise and Support Front Office Teams
Lead guest-facing teams such as reception, concierge, and guest relations. Provide ongoing coaching, service training, and performance feedback.

4. Maintain Hotel Service Standards
Monitor daily operations to ensure the hotel consistently meets 5-star service expectations, brand standards, and boutique hospitality quality benchmarks.

5. Coordinate with Other Departments
Work closely with housekeeping, food & beverage, maintenance, and management teams to ensure smooth guest service delivery and operational efficiency.

6. Manage VIP and Special Guest Requests
Organize personalized arrangements for VIPs, loyal guests, honeymooners, or special occasions, ensuring confidentiality and attention to detail.

7. Monitor Guest Feedback and Continuous Improvement
Review guest surveys, online reviews, and service reports to identify improvement opportunities and implement strategies to enhance customer satisfaction and loyalty.

Key responsibilities:
• Ensure and provide flawless, upscale, professional and high class guest service experiences.
• Manage the Guest Relations Team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures.
• Respond to guest’s needs and anticipate their unstated ones.
• Actively listen to and resolve complaints.
• Ensure special guests like people with disabilities, the elderly, children and VIPs receive personalized service.
• Establish friendly professional relationships with regular hotel guests.
• Examine daily duties, assign tasks and check on progress.
• Analyze guest feedback from the hotel guestbook and online reviews and provide strategic direction to continuously improve the quality of services and the overall hotel rating.

Key responsibilities:
• Maintain a close professional relationship with customer and attend promptly to their needs.
• Coordinate with relevant departments to solve customer’s problems.
• Receive customer’s feedback and review them carefully in order to improve services.
• Manage relevant paperwork in a timely fashion.

Key responsibilities:
• Check the product quality before proceeding to the next process.
• Measure and maintain product quality according to the company standards.
• Share feedback with employees in process.

Key responsibilities:
• Review the guest arrival list prior to them checking in to ensure their requirements are being met.
• Greet guests upon arrival and make them feel welcomed.
• Assist with the check-in process.
• Provide information on the hotel services, facilities, conveniences and programs offered.
• Personalize guest's experience by providing personal attention and attending promptly to their needs, ensuring a pleasant and comfortable stay at the hotel.
• Be a source of information on various matters such as transportation, shopping, restaurant advice.
• Work closely with other departments to provide an overall outstanding guest’s experience.
• Analyze guest’s feedback and online reviews to find ways to continuously improve services and the hotel’s rating.

Key responsibilities:
• Manage the general operation of the hotel.
• Supervise work performance of the hotel staff and provide needed directions.
• Handle guest’s complaints and feedback; analyze them and direct department leaders in improving the hotel’s service and facilities.
• Assist with the development of ideas for special events.