VU PHAM
Burnaby,BC
Summary
An organized and dependable person successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Enjoys working closely with team members to achieve company goals.
Overview
14
14
years of professional experience
Work History
Account Receivables
Pan Pacific Hotel Vancouver
02.2023 - 10.2023
- One of Vancouver’s leading hotels, the Pan Pacific Vancouver consists of 503 spacious guest rooms, over 42,000 square feet of event space, including two waterfront restaurants
- Maintained over 70 AR accounts by reviewing and reconciling checks weekly
- Reconciled credit card and line of credit accounts, investigating and resolving discrepancies to keep accounts audit ready. Apply ethical considerations in decision-making processes.
- Reduced outstanding receivables of $2,500,000 by diligently following up on overdue invoices and negotiating payment plans with several clients : FIT's, GITs, Airlines
- Relieve General Cashier, Income Audit when needed
- Work closely with Front Office, Sales, Catering & Events, Reservations.
- Share knowledge and encourage a culture of continuous learning within the team in Pan Pacific Vancouver
Front Desk Agent
The Westin Wall Centre Vancouver Airport
12.2021 - 10.2023
- The Westin Wall Centre offers 188 rooms, state-of-the-art conference facilities, and a delightful restaurant, ensuring a comfortable and versatile experience.
- Assist the AFOM’s/FOM with other assigned duties.
- Use data analytics skills to provide data-driven insights for decision-making.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests
- Trained new staff members in customer service techniques and hotel operations
- Promote Marriott Rewards program and ensure monthly enrollment quotas are met.
Night Manager
Travelodge By Wyndham
12.2017 - 12.2021
- Best Employee of the Year in 2018
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Coordinated and supported team to provide guidance and support and maximize performance, adjusted policies to meet changing needs
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Collaborate with the Front Office Manager / General Manager to lead and motivate teams effectively. Supervised team of 3 night auditors & 4 front desk agents
- Developed and implemented new procedures and policies to improve operational productivity
Night Audit Supervisor
Victoria Marriott Inner Harbour
01.2018 - 10.2019
- The Victoria Marriott Inner Harbour offers 236 rooms, versatile conference spaces, and a vibrant restaurant
- Lead Front Office Team and maintaining a level of professionalism according to the standards set forth by Marriott. Represent management when Front Office Manager are not present
- Prepared detailed reports on nightly activities, presenting findings to management for review and action planning as necessary.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions
- Trained new night auditors, providing guidance on best practices for exceptional customer service and accurate reporting
- Established and upheld high standards, promoting great customer service and assistance to guests
Retail Team Leader
Delaware North Sports Service
02.2010 - 01.2015
- Best Outlet of 2013-2014 DNCA Retail Premiership Cup" certificate (stadium with capacity for 56.000 spectators)
- Increased sales performance with effective food displays and promotions.
- Maintained up-to-date knowledge of retail sales, payment policies and security standards
- Provide constructive feedback and set clear performance expectations to staff members
- Fostered a positive work environment by promoting teamwork and recognizing individual achievements among staff members.
Education
MBA - Business Administration
University Canada West
Vancouver, BC09.2022
Diploma: Tourism & Hospitality Management -
Camosun College
Victoria, BC09.2019
Bachelor: Tourism & Hospitality Management -
La Trobe University
Melbourne, Australia12.2014
Skills
- Quick and efficient problem-solving abilities
- Proficiency in using hotel management systems, reservation software, and other technological tools
- Flexibility to adapt to changing situations
- Ability to build, lead, and manage high-performing teams in department
- Understanding industry trends, best practices, and implementing them for improved service
- Exceptional interpersonal skills for providing excellent customer service
- Efficient time management to prioritize tasks and ensure timely completion of responsibilities
- Utilizing data analytics to make informed business decisions
- Graphic Design Software
- Spreadsheets and Data Analysis
- Proficient in Word, Excel, PowerPoint, and Outlook
- Understanding fundamental IT concepts, hardware components, and software installation procedures
Languages
English
Full Professional
Vietnamese
Native or Bilingual
Timeline
Account Receivables
Pan Pacific Hotel Vancouver
02.2023 - 10.2023
Front Desk Agent
The Westin Wall Centre Vancouver Airport
12.2021 - 10.2023
Night Audit Supervisor
Victoria Marriott Inner Harbour
01.2018 - 10.2019
Night Manager
Travelodge By Wyndham
12.2017 - 12.2021
Retail Team Leader
Delaware North Sports Service
02.2010 - 01.2015
MBA - Business Administration
University Canada West
Diploma: Tourism & Hospitality Management -
Camosun College
Bachelor: Tourism & Hospitality Management -
La Trobe University
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