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
Vancouver, BC
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
Vancouver, BC
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
Vancouver, BC
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
Burnaby, BC
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
Ho Chi Minh City, Viet Nam
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
Ho Chi Minh City, Viet Nam
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
Ho Chi Minh City, Viet Nam
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
Dallas, Texas, USA
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, USA05.2019
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