Nelson Tran
Calgary,AB
Summary
Proactive Guest Services Team Lead and Sales Manager with extensive experience in hospitality and sales. Demonstrated success in client relationship management, team leadership, development, support and conflict resolution. Known for strong communication, negotiation skills, and fostering collaborative team environments to achieve high performance and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Guest Services Team Lead
Hilton Garden Inn & Homewood Suites
02.2024 - Current
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Handled escalated customer complaints professionally, resulting in satisfactory resolutions for both parties involved.
- Streamlined inter-departmental communication for prompt resolution of guest requests or issues.
- Developed strong relationships with guests, resulting in positive feedback and recommendations.
- Successfully guided colleagues to boost overall performance and productivity levels through coaching and mentoring.
Complex Sales Manager
Hilton Garden Inn & Homewood Suites
07.2023 - 02.2024
- Developed strong client relationships through tailored presentations, leading to successful long-term partnerships.
- Collaborated with cross-functional teams to develop customized solutions that addressed unique client needs and challenges.
- Participated in industry events and conferences to stay current on market trends while expanding professional networks for new business development opportunities.
- Fostered a competitive yet collaborative team environment, promoting healthy rivalry among colleagues to boost overall results.
- Developed top-tier negotiating skills and turned customer objections into sales opportunities.
Front Desk Agent
Hilton Garden Inn & Homewood Suites
11.2022 - 07.2023
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Contributed to higher occupancy rates through outstanding customer service.
- Assisted in training new front desk agents, sharing best practices and procedures.
Sales Manager
Rogers Dealer- Imagine Wireless
04.2015 - 11.2022
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
Sales Associate Specialist
Rogers Dealer- Imagine Wireless
02.2015 - 04.2015
- Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
- Consistently maintained store cleanliness and visual appeal, ensuring an inviting atmosphere for customers.
- Resolved customer complaints with patience and understanding, restoring customer confidence.
Education
Diploma - Hospitality Administration/Management
Southern Alberta Institute of Technology (SAIT)
Calgary, AB06.2021
Skills
- Decision-making capabilities
- Team Management
- Delegation and Supervision
- Guest complaint resolution
- Team member development
- Customer rapport
- Traffic Monitoring
- Performance Reviews
- Excellent Communication
- Hospitality & Sales services
- Teamwork and Collaboration
- Reliability
Accomplishments
- Promoted as the youngest manager in the company at the age of 21 within 7 months of employment in the retail industry in 2013.
- Managed Rogers store achieved the second highest "Google" review at the score of 4.8 in the entire Country.
- Considered for "Employee of the Month" within probationary period and won the month after trail was completed in the hospitality career before promoted within 9 months of employment.
Languages
English
Native or Bilingual
Vietnamese
Native or Bilingual
Timeline
Guest Services Team Lead
Hilton Garden Inn & Homewood Suites
02.2024 - Current
Complex Sales Manager
Hilton Garden Inn & Homewood Suites
07.2023 - 02.2024
Front Desk Agent
Hilton Garden Inn & Homewood Suites
11.2022 - 07.2023
Sales Manager
Rogers Dealer- Imagine Wireless
04.2015 - 11.2022
Sales Associate Specialist
Rogers Dealer- Imagine Wireless
02.2015 - 04.2015
Diploma - Hospitality Administration/Management
Southern Alberta Institute of Technology (SAIT)
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