CURRICULUM VITAE

EXPERIENCE

 

(April 2017 – August 2018)

GUEST SERVICE OFFICER

LOTTE LEGEND 5* HOTEL

1     Handling all incoming calls and fisrt contact for many guestfollowing first come- first served basis.

2      Respond quickly to guest’s questions and requests and handles service problems politely and efficiently, knowing inside and out all aspects of hotel.

3      Work closely with other departments to take care guest’s need in a timely manner.

4       Familiar with Opera System, facility services, housekeeping issues.

5      Taking guest message exactly.

6      Do VIP profile, report, undertake business center area if needed.

 

RECEPTIONIST

(August 2018 – December  2021)

PARK HYATT SAIGON 5* HOTEL

Greet guests on arrival and making them feel welcome and comfortable during their stay.

Engage with guests at all times in a caring and positive manner, using active listening skills to understand the needs and wants of guests – wherever possible, getting to know them and their preferences on a personal level.

Being a key contact person and resource for guests throughout their stay and should demonstrate creative problem solving.

Ensure that departure motivates guests to come back to the hotel at the earliest opportunity.

Mange the registration process to confirm guest information, acknowledge preferences as noted, provide guest with room keys, offer luggage assistance and transportation and other services requested by guests.

Tailor interactions based on guests’ needs and available data

Understand and be familiar with hotel room inventory to manage and allocate based on availability and guest preferences

Provide appropriate recognition to members of Hyatt’s loyalty program

Respond accurately to inquiries and offer knowledge of the hotel features/general information

Approach guest issues with compassion and recover service as appropriate

Process general cashiering skills

Maintains the Daily Log Book.

Be familiar with the hotel’s products and services

Reports “Lost and Found” items.

Work collaboratively and effectively with other Front Office personnel as well as other hotel departments in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

Reads the hotel's Associate Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.

Attends training sessions and meetings as and when required.

Carries out any other reasonable duties and responsibilities as assigned