Experience

Park Hyatt Saigon

• Vietnam
• Hospitality
• 100 - 200 Employee

• Guest Service Officer

  • Apr 2017 - Present

  - Effectively communicate between departments within 245 rooms property. - Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns, follow up to ensure each has been met to guests' satisfaction. - Develop communication and customer relations skills when dealing with customers’ requests (bookings, complaints, etc.) - Analyze customer’s feedback and provide strategic direction to continuously improve overall rating. Train and assist new Guest Service Officer. - Assist Team Leader and Assitant Manager to ensure all tasks finish smoothly. Show less



Hyatt Regency Da Nang resort & spa

• Da Nang

• Guest Service Officer

  • Jun 2015 - Feb 2017

  Effectively communicate between departments within 400 rooms property. - Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns, follow up to ensure each has been met to guests' satisfaction. - Develop communication and customer relations skills when dealing with customers’ requests (bookings, complaints, etc.) - Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to. - Analyze customer’s feedback and provide strategic direction to continuously improve overall rating. - Develop cross-cultural communication skills, responsible for dealing with guests from many different backgrounds. - Process all guest check-in, check-out, room assignment, room change/late check-out requests, room keys. - Ensure rates matches with Reserve, arrival and departure. - Verify/adjust billing for guest. - Coordinate with Housekeeping to follow up room status and guest concerns. - Currency exchange, process all payment types, vouchers, paid-outs, charges, and provide change... - Train and assist new Guest Service Officer. - Assist Team Leader and Assitant Manager to ensure all tasks finish smoothly. Show less