Nguyen Ngoc Hoa

• Supervised Front Office operations during assigned shifts, ensuring adherence to SOPs and service standards.
• Resolved guest complaints and handled emergencies, maintaining a guest satisfaction rate
• Coordinated with Housekeeping, F&B, and Security to deliver smooth guest experiences.
• Conducted staff training and performance monitoring for Front Office team members.

· Plan and organize the duties of the front desk department.

· Arrange work schedule for department staff.

· Arrange enough staff directly during the mid-shift meal time so as not to affect the reception and server activities.

· Supervising the implementation of check-in, checkout and revenue management procedures.

· Handling complaints and taking care of customers.

• Greet guests warmly upon arrival and ensure a professional check-in/check-out process.

• Handle room reservations, cancellations, and modifications through the hotel’s PMS (Opera/Fidelio/Amadeus).

• Respond to guest inquiries, requests, and complaints in a timely and professional manner.

• Maintain accurate guest records and financial transactions at the Front Desk.

• Ensure lobby and reception areas are clean, welcoming, and up to brand standards.