Thi Bich Duyen Pham
Winnipeg,MB
Summary
Developed strong leadership and administrative skills in hospitality environment, seeking to transition into new field. Skilled in managing teams and optimizing operational processes. Focused on delivering exceptional service and efficiency improvements in any professional setting. Offering strong blend of communication and organizational skills, eager to learn and develop in front office environment. Brings ability to quickly understand and implement front office procedures and software management. Ready to use and develop customer service and multitasking skills in General manager role.
Overview
6
6
years of professional experience
Work History
Front Office Manager
Sandman Hotel & Suites Winnipeg Airport
05.2022 - Current
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.
- Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
- Managed room inventory to optimize occupancy rates, adjusting pricing strategies according to market trends.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
- Supervised a team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
Guest Service Agent - Guest Services Manager
Sandman Hotel & Suites Winnipeg Airport
09.2018 - 05.2022
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
Education
Certificate - Hotel And Hospitality Services Program
Manitoba Institute of Trades And Technology
Winnipeg, MB07.2018
Skills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Operations management
- Microsoft Office Suite
- Team management
- Administrative skills
Timeline
Front Office Manager
Sandman Hotel & Suites Winnipeg Airport
05.2022 - Current
Guest Service Agent - Guest Services Manager
Sandman Hotel & Suites Winnipeg Airport
09.2018 - 05.2022
Certificate - Hotel And Hospitality Services Program
Manitoba Institute of Trades And Technology
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