Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Timeline
Generic

Kha Nguyen

Vancouver,BC

Summary

Helpful professional with drive to provide remarkable guest service. Outgoing personality with dedicated problem-solving and understanding of importance of corporate branding. Excellent team leader consistently achieving and exceeding corporate goals for revenue generation and capacity.

Overview

8
8
years of professional experience

Work History

Leasing Administrator

GEC LIVING
11.2023 - Current
  • Registered clients on database to enable tracking history and maintain updated records.
  • Collected and maintained careful records of rental payments and payment dates.
  • Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
  • Resolved conflicts between tenants regarding noise, encroachments, and parking.
  • Assisted in negotiating lease terms, ensuring mutually beneficial agreements between landlords and tenants.
  • Provided support to property managers in handling tenant inquiries, coordinating maintenance requests, and resolving disputes effectively.
  • Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements.
  • Assisted in the development of annual budgets for properties, ensuring accurate projections of revenue and expenses while meeting financial goals.
  • Collected rent and tracked resident payments and information in computer system.
  • Generated leads for sales and rental properties through cold calls and referrals.
  • Maintained a high level of industry knowledge by attending relevant training seminars and staying informed about market trends affecting the local rental market.

Hotel Front Desk Supervisor

GEC GRANVILLE SUITE HOTELS
11.2022 - 11.2023
  • Enhanced guest satisfaction by managing front desk operations and providing exceptional customer service.
  • Booked large groups for events, providing best available room rates.
  • Handled escalated guest complaints professionally, working towards resolution while maintaining composure under pressure.
  • Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
  • Utilized problem-solving skills regularly in addressing unforeseen challenges that arose during day-to-day operations at the hotel''s front desk area.
  • Resolved guest issues promptly, ensuring a positive experience for all hotel patrons.
  • Supervised team of 12 front desk agents and helped to resolve issues arising during shifts.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Organized staff schedules according to anticipated occupancy levels, minimizing overtime costs while maintaining adequate staffing levels at all times.
  • Updated hotel policies as needed to comply with industry standards and local regulations, communicating these updates clearly to staff members.
  • Managed inventory of supplies at the front desk, ordering additional resources when necessary to maintain efficient operations.
  • Solicited and reviewed guest feedback and promptly resolved complaints.
  • Supervised daily shift changes, ensuring smooth transitions between staff members at the front desk.
  • Trained new front desk staff members, improving overall team performance and knowledge.
  • Conducted regular performance evaluations for front desk staff, identifying areas for improvement and providing constructive feedback.

Front Desk Agent

GEC GRANVILLE SUITE HOTELS
08.2021 - 11.2022
  • Kept accounts in balance and ran daily reports to verify totals.
  • Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Collected room deposits, fees, and payments.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
  • Identified issues, analyzed information and provided solutions to problems.

Front Line Worker

Costco
06.2021 - 09.2021
  • Demonstrated excellent problem-solving skills when faced with difficult situations or challenges.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Collaborated with management to implement new strategies for enhancing the overall customer experience.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Front Desk Team Leader

Silverland Jolie and Spa
08.2020 - 04.2021
  • Prioritized tasks effectively during peak hours by delegating responsibilities among team members based on skillset.
  • Introduced customers to hotel amenities with pleasant and helpful demeanor.
  • Communicated effectively with housekeeping and maintenance staff to ensure rooms were ready for guest arrivals.
  • Performed wide-ranging administrative, financial and service-related functions.
  • Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer concerns promptly.
  • Trained and mentored new team members, contributing to a high-performing front desk team.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Checked guests in out of hotel, made reservations, and processed payments.
  • Remained solutions-oriented in face of complex problems to assist management and overall business direction.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
  • Kept accounts in balance and ran daily reports to verify totals.

Guest Relations Agent

The Myst Dong Khoi
04.2020 - 08.2020
  • Confirmed VIP guests list and smoothly proceeded with the check-in procedures in the room
  • Arranged personalized services for special events
  • Implemented upselling techniques to increase room occupancy and overall revenue
  • Greeted guests and responded to guest needs, requests
  • Provided information about hotel, restaurant, spa, nearby attraction, amenities, rental vehicles
  • Communicated with housekeeping staff to ensure all rooms were cleaned and ready for new guest arrivals
  • Reported items or special events in the logbook to hand over to subsequent shifts
  • Efficiently resolved guest concerns in a timely manner
  • Assisted with hotel room reservations and answered phone calls with professional etiquette.

Front Desk Agent

Silverland Jolie and Spa
12.2019 - 04.2020
  • Identified opportunities for process improvement within the front desk operations, leading to enhanced efficiency without sacrificing quality of service provided to guests.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Prepared reports on guest satisfaction levels and other metrics.
  • Collected room deposits, fees, and payments.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Liaised with housekeeping staff to verify service and maintenance of hotel standards.
  • Used internal software to process reservations, check-ins and check-outs.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.

Cashier, Server

Ruang Thai Restaurant & Thai Noodle Wave
01.2016 - 05.2019
  • Bussed and reset tables to keep dining room and work areas clean.
  • Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Served food and beverages promptly with focused attention to customer needs.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.
  • Answered customers' questions, recommended items, and recorded order information.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Used slow periods to restock supplies, ice, trays, and delivery bags.

Education

Associate of Science -

Dallas Community College
Dallas, Texas, USA
05.2019

Skills

  • Customer service-focused
  • Hospitality service expertise
  • Issue Escalation
  • Creative and Adaptable
  • Sale and Rental Recordkeeping
  • POS Systems
  • Creative Problem-Solving
  • Housekeeping
  • Operations Management
  • Tourism Knowledge
  • Front Office Management
  • Staff Scheduling
  • Phone and Email Etiquette

Languages

English- Fluent
Full Professional
Vietnamese- Expert

Personal Information

Title: GUEST SERVICE AGENT & GUEST RELATIONS OFFICER

Timeline

Leasing Administrator

GEC LIVING
11.2023 - Current

Hotel Front Desk Supervisor

GEC GRANVILLE SUITE HOTELS
11.2022 - 11.2023

Front Desk Agent

GEC GRANVILLE SUITE HOTELS
08.2021 - 11.2022

Front Line Worker

Costco
06.2021 - 09.2021

Front Desk Team Leader

Silverland Jolie and Spa
08.2020 - 04.2021

Guest Relations Agent

The Myst Dong Khoi
04.2020 - 08.2020

Front Desk Agent

Silverland Jolie and Spa
12.2019 - 04.2020

Cashier, Server

Ruang Thai Restaurant & Thai Noodle Wave
01.2016 - 05.2019

Associate of Science -

Dallas Community College
Kha Nguyen