Hien Nguyen
San Leandro,CA
Summary
Talented professional proven successful in leading administrative team members in high-volume settings. Knowledgeable about regulations, managing files, and producing professional correspondence for diverse needs. Articulate communicator with strong attention to detail and superior work ethic.
Hands-on leader with superior knowledge of organization and employee training functions. Commitment to proper implementation of policies, procedures, and regulations.
Overview
11
11
years of professional experience
Work History
Front Desk Supervisor
Hyatt Place San Carlos
San Carlos, California
05.2023 - Current
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Resolved customer complaints or answered customers' questions.
- Provided support to guests with check-in and check-out procedures.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Coordinated with other departments to ensure smooth operations of the front desk area.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored reservations to track incoming parties and special events.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
- Participated in meetings with other managers to discuss strategies for increasing profitability.
- Tracked inventory of supplies needed for the front desk area.
- Maintained updated knowledge through continuing education and advanced training.
Front Desk Agent
Residence Inn Marriott
San Mateo, California
12.2016 - Current
- Transmitted and received messages using telephones or telephone switchboards.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Input and confirmed reservations for guests.
- Provided excellent customer service while upholding company policies.
- Addressed customer needs in a timely manner.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
Server
Mizu Japanese Restaurant
San Jose, California
07.2014 - 12.2016
- Collaborated with kitchen staff to ensure timely preparation and delivery of orders.
- Stocked service areas with supplies during slow periods.
- Prepared drinks according to standard recipes.
- Followed health safety guidelines when preparing and serving food products.
- Served food and beverages to patrons and immediately remedied issues with orders.
- Accurately recorded orders on cash register and point-of-sale system.
- Trained new employees on restaurant procedures and plating techniques.
- Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
- Responded efficiently to guest inquiries and complaints in a professional manner.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
Education
Bachelor of Arts - Hotel Management
Hutech University Vietnam
08-2011
Associate of Science - Cyber Security
Merritt College
Oakland, CASkills
- Hospitality services
- Problem-solving skills
- Staff supervision
- Staff training and development
- Operations oversight
- Strong leadership
- VIP guest relations
- Team building and supervision
- Decision making aptitude
Timeline
Front Desk Supervisor
Hyatt Place San Carlos
05.2023 - Current
Front Desk Agent
Residence Inn Marriott
12.2016 - Current
Server
Mizu Japanese Restaurant
07.2014 - 12.2016
Bachelor of Arts - Hotel Management
Hutech University Vietnam
Associate of Science - Cyber Security
Merritt College