Hoang Thi Le Na

Manage end-to-end hotel room reservations, ensure seamless booking processes, and oversee group and individual reservation entries.

• Managed hotel reservations and processed bookings while delivering exceptional customer service, enhancing guest satisfaction.
• Monitor room availability, rate codes, and inventory controls across all distribution channels (OTAs, GDS, Direct, Travel Agents).
• Collaborate closely with Sales & Marketing, Revenue, and Front Office teams to execute rate strategies.
• Maintained high accuracy in Property Management System (PMS) data, addressing complex guest inquiries and coordinating group bookings.
• Recognised for excellence in revenue management and achieving high levels of guest satisfaction.
• Main responsibilities:
• Seeking to contribute my expertise in revenue management and reservation systems to enhance profitability and customer satisfaction.

• Supervised daily Front Desk operations, maintaining luxury resort service standards and ensuring memorable guest experiences
• Effectively managed guest feedback and resolved escalated complaints with high professionalism and efficiency
• Coordinated with Housekeeping, Reservations, and Transportation departments to enhance arrival/departure logistics, improving guest satisfaction.
• Trained and mentored Front Desk staff on PMS system usage and operational protocols, contributing to consistent service excellence.
• Increased sales by over 20% in one month through effective upselling techniques.
• Developed diverse skills through hands-on experiences in hospitality management.
• Main responsibilities:

• Responded to booking inquiries via telephone and email from travel agents, corporate clients, and direct guests, providing timely and accurate information
• Processed reservations accurately into the system, applying appropriate rate codes, room types, and billing instructions.
• Mastered room categories, layout options, package benefits, and credit policies to deliver tailored guest recommendations.
• Resolved difficult situations and guest complaints with professionalism, ensuring satisfaction for both guests and the company
• Recognised for outstanding performance in handling difficult situations and guest complaints with professionalism.
• Generated customer invoices, processed payments, and managed billing follow-ups for corporate accounts and construction contractors.
• Coordinated daily operations and ensured efficient task management