Khanh Nguyen
Edmonton,Canada
Summary
Friendly Guest Service Manager brings extensive hospitality and customer service expertise. Greets guests and dedicates full attention to meeting needs and promoting site amenities. Resolves and improves sources of dissatisfaction to retain happy and loyal patrons.
Overview
8
8
years of professional experience
Work History
Guest Services Manager Cum Assistant Front Office Manager
Bach Suites Saigon
03.2021 - 06.2023
- Ensures exceptional guest service provided by Front Office employees at all times
- Assists in greeting and checking in VIP and Long Stay guests, ensuring that their expectations are exceeded.
- Ensures that all Front Office employees are aware of current promotions, policies, and other important information.
- Ensures that all Front Office employees are familiar with hotel products and services.
- Implements consistent guest recognition programs and maintains a relevant guest history database.
- Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
- Other tasks in former Reservation position.
OTA Sales Executive cum Reservation
Bach Suites Saigon
12.2017 - 03.2021
- Manage all OTA channels extranet: open/close room, yield revenue, create promotion, respond to guest special requests/review, fix disparity room rate
- Advertise products on media publications such as: banner, posters, photos and packages
- Make daily/weekly/monthly report
- Propose sale plan for upcoming week by reading statistic from extranet and report to Executive Office
- Record all bookings on PMS system & send out the confirmation to all Market
- Take care of some specific Corporate Accounts and advise them regarding the room rate
OTA Sales Executive
Muine Bay Resort
06.2017 - 11.2017
- Manage all OTA channels extranet: open/close room, yield revenue, create promotion, respond to guest special requests/review, fix disparity room rate
- Advertise products on media publications such as: banner, posters, photos and packages
- Make daily/weekly/monthly report
- Propose sale plan for upcoming week by reading statistic from extranet and report
- Yield revenue for each stage of resort's occupancy to maximize and reach monthly target
- Observe, learn and catch customers' taste well
- Improve English Communication & Writing Skill
- Good connection with other departments and partners
Sales Coordinator
Muine Bay Resort
09.2016 - 06.2017
- Write content and upload product advertising post via Facebook and Website
- Introduce, consult products and answer customers' queries via phone and email
- Make daily/weekly/monthly report
- Manage office paperwork: write down meeting minute of Sales team, order office stuff, manage all market contract, update occupancy and revenue daily to DOSM
- Propose International Tour Operators new season contract to DOSM
- Confirm booking for ITOs & support other market to handle booking while they are not available
- Solve guest's complaint during the stay
- Support Front Office team to double check reservation and contact guest's during stay
- Create new packages and promotion for low season
- Participate in planning new marketing campaign
- Increase response-rate from 89% to 93.5% and take average of 1 hour to respond customer on Facebook
- Improve Communication Skill
- Good connection with other departments and partners
Cashier
Mojo Hair Salon Boutique
10.2015 - 01.2016
- Welcome customer to boutique
- Bring bills to customer after the service
- Assist to translate for hair dresser if there is foreigner customer
- Improve Communication Skill
- Good connection with customers and other staff
Education
Bachelor of Hospitality Management - HOSPITALITY MANAGEMENT
Hochiminh University of Technology (hutech)
12.2017
Skills
- Customer Relationship Management
- Complaint resolution
- Team Management
- Budget Administration
Awards
- Employee of the Year at Bach Suites Saigon, 12/01/18
- Employee of the Month at Bach Suites Saigon, 09/01/18
- Best Staff of Second Quarter 2017 at Muine Bay Resort, 07/01/17
Timeline
Guest Services Manager Cum Assistant Front Office Manager
Bach Suites Saigon
03.2021 - 06.2023
OTA Sales Executive cum Reservation
Bach Suites Saigon
12.2017 - 03.2021
OTA Sales Executive
Muine Bay Resort
06.2017 - 11.2017
Sales Coordinator
Muine Bay Resort
09.2016 - 06.2017
Cashier
Mojo Hair Salon Boutique
10.2015 - 01.2016
Bachelor of Hospitality Management - HOSPITALITY MANAGEMENT
Hochiminh University of Technology (hutech)