Summary
Overview
Work History
Education
Skills
Websites
Languages
References
Timeline
Generic

THUONG VU

Victoria,Canada

Summary

My work philosophy is deeply rooted in passion and the belief that progress is a continuous journey. I am driven by the idea that every interaction and experience holds the potential for growth, not only for myself but for the people and teams I work with. I thrive on human connection and the opportunity to learn from diverse perspectives, which is why I love working in dynamic environments where I can engage with people and create meaningful experiences.

At the core of my approach is ambition. I set high standards for myself and never shy away from challenges. I firmly believe that every problem, no matter how complex, has a solution waiting to be discovered. This mindset fuels my perseverance, and I approach every obstacle with the determination to find the best possible outcome. I believe that setbacks are not roadblocks but opportunities to innovate, learn, and improve.

Loyalty is another pillar of my professional philosophy. I see it as the foundation of strong relationships, whether with colleagues, clients, or employers. Loyalty fosters trust and reliability, qualities that are invaluable in both personal and professional settings. It’s what drives me to go the extra mile and ensure that my work consistently meets high expectations.

In every role, I strive to bring optimism to the forefront. I believe that a positive mindset is essential for navigating difficult situations and reducing stress in the workplace. By maintaining optimism, I can remain calm and focused under pressure, inspiring others around me to do the same. This energy is contagious and contributes to a supportive work environment where challenges are seen as opportunities rather than obstacles.

My ability to focus is one of my key strengths. It allows me to zero in on even the smallest details while keeping the bigger picture in mind. I understand that success often lies in the details, and I approach tasks with precision, ensuring that nothing is overlooked. This focus is paired with patience, which I believe is crucial when working in diverse fields that require problem-solving and adaptability. Whether it’s managing customer needs, coordinating with teams, or handling unexpected issues, I am diligent in ensuring that every aspect is addressed thoughtfully and thoroughly.

Organization and communication are two skills I have honed throughout my career, and I take pride in my ability to keep projects and processes on track. Strong communication is about more than just delivering a message—it’s about understanding the needs of others, listening actively, and providing clear, actionable solutions. Combined with my organizational skills, I am able to ensure that projects run smoothly and that goals are met in a timely manner.

Above all, I see myself as an active and positive person who brings creativity and fresh ideas to the table. The tourism industry, in particular, excites me because of its ever-evolving nature and the opportunities it presents to create memorable experiences for guests. I believe that my creativity can play a key role in shaping innovative solutions and unforgettable moments that enhance the guest experience. Whether it’s improving operational efficiency or introducing new ideas to elevate customer satisfaction, I’m always looking for ways to contribute to the future of the tourism industry.

I’m excited by the possibilities that lie ahead and am committed to making a positive impact through my work. I look forward to being part of an industry where I can continue to grow, learn, and help shape exceptional experiences for others.

Overview

4
4
years of professional experience

Work History

Reservation Agent

The Parkside Hotel & Spa
05.2024 - Current
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
  • Resolved various issues and discrepancies for customers.
  • Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
  • Handled billing information over phone.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Worked closely with front desk to achieve full occupancy of property.
  • Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
  • Provided support during peak periods or staff shortages by cross-training in other areas of the hotel, demonstrating versatility and commitment to customer service excellence.
  • Ensured data accuracy across reservation systems through regular audits and routine database maintenance tasks.
  • Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
  • Assisted in training new hires on proper procedures, software usage, and company policies ensuring consistent performance levels across the reservations team.
  • Provided customers with information about availability and pricing.
  • Resolved billing discrepancies efficiently by coordinating efforts with accounting personnel to ensure timely resolution for all parties involved.
  • Handled reservations and answered questions from interested patrons for busy [Number]-room hotel.
  • Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
  • Updated reservation records with high accuracy, maintaining integrity of booking information.
  • Reduced booking errors by introducing double-check system before finalizing reservations.
  • Improved team coordination with regular updates on booking policies and procedures, facilitating smoother operations.
  • Managed high-volume call flows daily, ensuring efficient reservation handling and customer service.
  • Produced and shared customer service reports to support management decision-making.
  • Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
  • Provided follow through on all calls with confirmations and dissemination of requested information.

Store Manager

Angela Nails and Beauty Spa
02.2024 - Current
  • Provided leadership and motivation to team members to increase productivity and efficiency within the store
  • Trained staff on proper cash handling procedures including daily deposits, credit card payments, and end-of-day reconciliation of register funds
  • Interviewed and hired prospective employees according to team needs
  • Solved problems and resolved conflicts for team members and customers
  • Oversaw day-to-day store operations to foster efficient and profitable operations
  • Mentored new employees on store policies and procedures while providing guidance and support in their roles
  • Managed inventory levels by ordering stock as needed, tracking sales trends, and adjusting orders accordingly

Restaurant Hostess

Fiamo Italian Kitchen
04.2024 - 05.2024
  • Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
  • Handled high-pressure situations gracefully, managing multiple tasks simultaneously while maintaining a calm demeanor.
  • Answered customer questions about hours, seating, and menu information.
  • Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
  • Enhanced customer satisfaction by greeting and seating guests promptly upon arrival.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Managed reservations effectively, accommodating special requests and ensuring accurate guest counts.
  • Contributed to a positive team atmosphere by supporting coworkers during peak hours or when understaffed.
  • Collaborated with servers to ensure smooth transitions between tables, minimizing wait times for guests.
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Checked in with servers to confirm preparedness before seating customers.
  • Prepared dining room for service by cleaning , organizing tables and placing table settings.
  • Managed seating chart and monitored activity in restaurant to keep constant and efficient dining flow.
  • Monitored front entrance for new guests while assisting servers by taking and delivering drink orders.
  • Communicated clearly with kitchen staff about guest needs and dietary restrictions, ensuring accurate orders were prepared as requested.
  • Supported restaurant promotions and events by informing guests of upcoming happenings or special menu items.
  • Complied with food safety and food hygiene regulations to safeguard public health.
  • Assisted FOH and BOH staff to drive smooth service execution and maximize guest satisfaction.
  • Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
  • Answered phone calls to take orders, give information and document reservations.

Customer Service Representative

T&H enterprises
07.2020 - 12.2023
  • Created weekly work schedules to meet staffing needs while controlling labor costs
  • Addressed employee issues, performed corrective actions, and terminated employment when necessary
  • Stocked and organized products in storage spaces and retail shelves
  • Tracked store inventory and ordered new products to prevent shortages
  • Coordinated employee schedules according to availability and made staffing adjustments to cover shifts
  • Monitored customer service levels and implemented necessary changes to improve customer satisfaction
  • Evaluated customer feedback and complaints to locate weaknesses and improve service
  • Monitored store operations to ensure compliance with safety regulations, company policies, and legal requirements
  • Conducted regular performance reviews with staff to ensure job expectations were met or exceeded
  • Analyzed sales numbers and performance metrics to locate deficits and implement process improvements
  • Established efficient inventory management system to maximize sales and reduce costs

Server

Nha Trang Sushi Restaurant
05.2022 - 09.2022
  • Remained open to feedback from supervisor and peers to build and improve skills set
  • Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
  • Tracked all incoming calls and emails from customers using appropriate software applications
  • Provided excellent customer service by anticipating needs and responding promptly to requests
  • Greeted and accommodated guests, building positive experience from first interaction
  • Demonstrated ability to interact with customers in a friendly and professional manner
  • Prioritized multiple tasks in dynamic environment and stayed calm and composed
  • Used good communication skills to reduce guest dissatisfaction
  • Checked in with guests throughout meal service, replenishing drinks and catering to additional requests
  • Memorized menu to help diners make informed meal choices
  • Cleaned and sanitized hands and surfaces to optimize food safety and comply with health department regulations
  • Processed payments and completed register transactions accurately
  • Used focus and memorization skills to keep track of tables and remember orders
  • Resolved customer complaints and inquiries in a timely manner
  • Prepared and served food and beverages to customers
  • Delivered customer checks and securely processed credit card or cash payments

Education

Certification in Hospitality and Tourism Operations management -

Fanshawe College
London, ON
12.2022

Bachelor of Arts - Faculty of English

Hanoi Open University
12.2019

Bachelor of Arts (B.A.) - International law

Hanoi Open University
07.2019

Skills

  • Report Generation
  • Loss Prevention
  • Personnel development
  • Operations Management
  • Team Development
  • Shift Scheduling
  • Project Management
  • Risk Management
  • Customer Service Management
  • Employee Training
  • Payroll Management
  • POS Systems
  • Promotional planning
  • Store Opening and Closing
  • Store operations
  • Goals and performance
  • Sales Strategies
  • Call Control
  • Telephone reservations
  • Hotel accomodations
  • Schedule Maintenance
  • Upselling proficiency
  • Problem-Solving
  • Data Entry
  • Customer Service
  • Decision-Making

Languages

English
Full Professional
Vietnamese
Native or Bilingual

References

  • Brooke Nguyen, CEO, Angela Nails And Beauty Spa, 250-217-8912, Agelanailsspa@gmail.com
  • Ben Mondher, CEO, T&H Enterprises, 604-729-2087, bmonder@hotmail.com
  • Marylayn Santos, Front Office Manager, 250-940-1200, marylayn.santos@parksidevictoria.com

Timeline

Reservation Agent

The Parkside Hotel & Spa
05.2024 - Current

Restaurant Hostess

Fiamo Italian Kitchen
04.2024 - 05.2024

Store Manager

Angela Nails and Beauty Spa
02.2024 - Current

Server

Nha Trang Sushi Restaurant
05.2022 - 09.2022

Customer Service Representative

T&H enterprises
07.2020 - 12.2023

Bachelor of Arts - Faculty of English

Hanoi Open University

Bachelor of Arts (B.A.) - International law

Hanoi Open University

Certification in Hospitality and Tourism Operations management -

Fanshawe College
THUONG VU