Hoang Nguyen

Supervised and led the daily operations of the guest service team, ensuring exceptional service standards across all touchpoints. Managed VIP guest requests, ensuring personalized services and exceeding expectations, which led to an increase in repeat visits and positive feedback.

Ensured that all guests receive a personalized, memorable experience that aligns with brand standards, ensuring positive reviews and repeat business. Utilized up-selling techniques to promote hotel services and facilities, driving higher occupancy rates and increasing revenue.

Efficiently managed, documented, and resolved guest complaints in a timely manner, ensuring high levels of customer satisfaction and fostering positive guest relationships. Provided personalized care for VIP and member guests, collaborating with relevant departments to ensure their needs and requests were promptly fulfilled.

Supervised the efficient operations of the reception team and handled escalated customer complaints and service issues, turning potential negative experiences into positive outcomes. Promoted hotel services, packages, and amenities to guests through strategic upselling, driving additional revenue while enhancing guest experience.

Oversaw daily shift operations, ensuring all team members adhered to standard operating procedures, maintaining consistency and efficiency in service delivery. Ensured the accurate management of the front office cash float, adhering to hotel policies and maintaining accountability for cash handling and transaction processes.

Managed guest check-ins and check-outs efficiently, providing a seamless and welcoming experience for all guests. Handled reservations via telephone, email, and in-person, ensuring accurate bookings and addressing guest requests with professionalism.

Activities and societies: Member of Tourism Community (TRC), organized monthly events and sharing experiences about tourism and hospitality, led workshops on interview strategies and career-building for aspiring hospitality professionals.

Studied Tourism and Hospitality Management with a focus on English language instruction. Gained comprehensive knowledge in various aspects of the tourism and hospitality industry.