Experience

Mai House Saigon Hotel
• Vietnam
• Hospitality
• 1 - 100 Employee
• Concierge Supervisor

  • Mar 2023 - Present


Property & Management Company (PMC)

• Vietnam
• Real Estate
• 1 - 100 Employee

• Customer Service Team Lead

  • May 2022 - Mar 2023

  - To build standard front desk procedures and conduct workload assessments that led to a 30% increase in productivity. - Handling resident complains and provide solutions to ensure their satisfaction. - Optimize customer experience by create and strengthen customer connection. - Coordinate with the technical team to overcome defects at apartments. - Statistics apartments that have been handed over accurately. - Planning and organize events, meetings for residents to make them feel satisfied with the service provided. - Systematically statistics the negative comment tickets/ratings monthly and offer solutions to improve the quality. Show less



VinHMS

• Vietnam
• Software Development
• 1 - 100 Employee

• Customer Service Specialist

  • Jul 2021 - May 2022

  - Receive and handle the large amount of customer requests/inquiries via Hotline/Email/Live Chat/Jira Service Desk 24/7. - Must have strong knowledge about hotel procedures: Front Office, F&B , Finance, Housekeeping. - Handling customer’s complaints and provide solutions within limited time, follow up to ensure customer’s satisfaction. - Working closely with product team to understand and advise base on customer’s needs. - Ensure the committed SL, SLA, FRT, productivity. - Perform re-produce, test and feedback based on SOP. - Manage and update user manuals guidline for customers Show less



Liberty Central Saigon Citypoint Hotel

• Concierge

  • Jul 2016 - May 2021

  - Approach customers to learn about their emotions, satisfaction and dissatisfaction abouthotel services and offer solutions.- Statisticizing customer complaints and provide solutions to improve work quality.- Handling guests’ luggage, requests and follow up with relevant departments to ensure guest's satisfaction.- Introduce hotel information, guest room.- Providing information about attractions, restaurant, tours, stores and recreational activities during guests’ stay.- Provide and arrange transportation service for guest.- Manage newspapers, magazines and distribute them to the guest rooms and relateddepartments.- Delivering mails, parcels for guests or other departments in the shortest time.- Reporting to Concierge Supervisor at the end of shift. Show less

• Security Officer

  • Aug 2014 - Jul 2016

  - Ensuring security for all hotel areas and guest’s safety.- Ensure fire safety.- Supervise staff activities and suppliers.- Supervise the delivery process between suppliers and hotel. - Taking patrol every 3 hours.