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Quyen Duong

@quyenduong

Duty Manager at Crowne Plaza Vinh Yen City Centre, coordinating hotel operations and resolving guest complaints with a 95% satisfaction recovery rate.

Vietnam

Message

At Crowne Plaza Vinh Yen City Centre, I oversaw hotel operations during assigned shifts as Duty Manager and worked with local authorities on guest accommodation and registration procedures. I also helped coordinate VIP and airline crew hospitality.

I resolved complex guest complaints, medical emergencies, and security incidents, achieving a 95% satisfaction recovery rate. I also managed the Front Office upselling program and delivered operational training for staff.

Earlier, as a Sales Officer at QUOC TUAN LABOR PROTECTION CO.,LTD, I handled customer inquiries, quotations, purchase orders, and product claims. I also served as a contact for foreign Brand Representatives and translated business documents.

Experience

Work history, roles, and key accomplishments

Duty Manager

Crowne Plaza Vinh Yen City Centre (IHG)

Nov 2024 - Jun 2026 (1 year 7 months)

Represented the General Manager and Director of Rooms in overseeing hotel operations during assigned shifts, ensuring compliance with IHG Brand Standards. Managed guest experience, complaint handling, revenue optimization, and training for over 20 staff members.

Opera PMS IHG Concerto Microsoft Office Guest Relations Complaint Resolution Crisis Management Revenue Management Training and Development Upselling Cross functional Coordination

Front Office Supervisor

Crowne Plaza Vinh Yen City Centre (IHG)

Sep 2023 - Oct 2024 (1 year 1 month)

Directed daily Front Desk operations, ensuring seamless check-in/check-out and guest interactions in adherence to brand standards. Managed VIP and loyalty guest experiences, handled feedback and complaints, and conducted onboarding training for new staff.

Opera PMS IHG Concerto Front Office Operations Guest Relations Complaint Handling Training and Development Microsoft Office

Guest Service Agent

Crowne Plaza Vinh Yen City Centre (IHG)

Mar 2022 - Aug 2023 (1 year 5 months)

Executed check-in/check-out processes and delivered 5-star service at the Main Lobby and Executive Lounge. Coordinated VIP and loyalty member experiences, monitored guest feedback, and promoted IHG One Rewards enrollment.

Opera PMS IHG Concerto Guest Service Front Desk Operations VIP Management Feedback Monitoring Microsoft Office

Sales Officer

Quoc Tuan Labor Protection Co., Ltd

Sep 2019 - Jan 2021 (1 year 4 months)

Managed customer inquiries, order verification, and end-to-end order tracking. Prepared quotations, processed purchase orders, handled quality claims, and served as the key contact for foreign brand representatives.

Order Management Customer Service Quotations Purchase Order Claims Management English Interpreter Corel Adobe Illustrator Microsoft Office

Sales & Marketing Coordinator

4Life Food Co., Ltd

Jul 2017 - Oct 2018 (1 year 3 months)

Researched keywords and analyzed competitor trends. Coordinated with content writers to execute digital marketing strategies and monitored website analytics using Google Analytics.

Market Research Digital Marketing Google Analytics Content Coordination Microsoft Office