CHANDA OEUN
PHILADELPHIA,PA
Summary
Hospitality expert with extensive experience in guest service roles, consistently enhancing guest satisfaction through effective communication and problem-solving. Proven ability to foster positive guest relationships and elevate company reputation through exceptional service. Proficient in hotel management software, streamlining operations for improved efficiency. Demonstrated commitment to optimizing guest experiences and implementing efficient processes.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Hospitality Supervisor
Sonder
Philadelphia, USA
09.2021 - Current
- Assist with the management of 14 properties across the Philadelphia market, including 790 units ranging from hotels to multi-family units, ensuring operational consistency and guest satisfaction across diverse properties.
- Lead and mentor a team of 10-12 frontline employees by providing training, coaching, and ongoing career development support to help them achieve personal and team goals.
- Serve as Manager on Duty during off-hours, addressing guest issues, resolving operational challenges, and ensuring excellent guest service standards are maintained.
- Foster cross-department collaboration by working closely with housekeeping, maintenance, sales, and other teams to streamline operations and elevate guest experiences.
- Track and analyze guest satisfaction through surveys and CSAT Tools, identifying areas for improvement and implementing corrective actions, resulting in a 85% improvement in guest feedback.
- Oversee front-office operations, including check-ins, room assignments, guest requests, and the resolution of escalated issues to ensure smooth day-to-day operations and high guest satisfaction.
- Assist Onboarding team with property setup and photoshoots, ensuring new properties are presented according to brand and hospitality standards.
- Develop relationships with 3 PHKs through a targeted initiative, providing weekly performance reviews and actionable feedback to improve housekeeping operations and cleanliness standards.
- Respond to day-to-day guest requests and concerns, troubleshooting minor maintenance and technology issues to ensure guest comfort and resolve any issues promptly.
- Conduct housekeeping quality audits and perform inventory checks in Sonder units, ensuring that hospitality standards are consistently met and that supplies are properly stocked and maintained.
- Assist with inventory management, ensuring proper stocking levels of supplies and materials to meet operational needs and prevent shortages.
- Support revenue management by assisting in occupancy forecasting, inventory control, and price adjustments in collaboration with the sales and marketing teams.
Customer Experience Agent
British Airlines
Philadelphia, USA
06.2023 - 11.2023
- Assisted with the marshaling of passengers as part of the boarding and disembarkation process in accordance with airline and airport procedures.
- Provided assistance to all passengers to the highest standard of customer service at all times, especially in the event of delays, cancellations and diverted flights and in accordance with airline and airport procedures.
- Handled baggage check-in, collect excess baggage charges, and provide general travel information.
- Handled credit cards, and personal check transactions with accuracy and properly account for all collections and conduct the appropriate airline close out procedures.
Hospitality Agent
Sonder
Philadelphia, USA
01.2019 - 09.2021
- Assist Onboarding team with setup and photoshoots when needed.
- Develop relationships with 3 PHK through HK Champion initiative by providing weekly performance review.
- Respond to day-to-day guest requests and issues.
- Troubleshoot minor maintenance and technology issues.
- Perform housekeeping quality audits and inventory checks in Sonder units to ensure that hospitality standards are met.
- Assist with inventory duties such as preparing kits, receiving deliveries, and tracking linen/consumables use.
- Train new staff and provide guidance as needed.
Key Account Manager
Asendia USA
Folcroft, USA
04.2011 - 01.2021
- Key Account Management for more than two dozen accounts in e-commerce and mail businesses generating $1.75 - $5 million in annual revenue.
- Established, developed and maintained business relationships with current and prospective customers to achieve maximum sales profitability and growth.
- Onboarded E-commerce customers by training business applications to launch international shipping.
- Developed, trained, and streamlined processes to smoothly integrate with Globegistics Inc. acquisition.
- Developed relationships with Integration/Logistics Partners i.e Shipstation, Shipping Easy, Endicia, EasyPost, XPS, DHL and UPS.
- Performed system diagnostics testing and recommended appropriate problem solutions.
- Collaborated with other teams and departments to meet client needs and create new opportunities.
- Supported the integration of logistics operations between Asendia USA and Globegisitcs, focusing on aligning workflows, transportation management, and warehouse processes in LA, Miami, ORD, JFK.
Front Office Supervisor
Hilton/Homewood Suites
Philadelphia, USA
05.2011 - 04.2013
- Ensured guest satisfaction by providing quality brand standards and exceeding guest expectations.
- Resolved guests' issues in the absence of Front Office Manager.
- Supervised staff of nine (9) to include managing work schedule.
- Processed and handled financial transactions for dual properties.
- Managed and coordinated room blocks for new group arrivals/weddings/sport teams.
- Evaluated weekly hotel surveys and provide feedback to benefit staff training.
- Assisted Front Office Manager with hotel operations and administrative duties.
- Responsible for training all new staff and providing guidance as needed.
Education
Bachelor of Science - Hospitality Management
Widener University
Chester, PA05-2012
Skills
- Front office operations
- Guest satisfaction and monitoring
- Housekeeping management
- Revenue management
- Cross-department collaboration
- Quality audits
- Staff recruitment
Certification
- Bartending License
- CPR Certified
Languages
English
Native/ Bilingual
Cambodian
Native/ Bilingual
References
References available upon request.
Timeline
Customer Experience Agent
British Airlines
06.2023 - 11.2023
Hospitality Supervisor
Sonder
09.2021 - Current
Hospitality Agent
Sonder
01.2019 - 09.2021
Front Office Supervisor
Hilton/Homewood Suites
05.2011 - 04.2013
Key Account Manager
Asendia USA
04.2011 - 01.2021
Bachelor of Science - Hospitality Management
Widener University
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