Hien Nguyen
Sterling Heights,MI
Summary
Bilingual professional with 7+ years of leadership and operational experience in hospitality, with strong transferable skills in employee training, scheduling, customer service, cash handling, administrative support, and problem resolution. Experienced in coordinating daily operations, maintaining accurate records, supporting team performance, and communicating effectively with employees and customers in multicultural environments. Fluent in Vietnamese and Japanese with professional English proficiency.
Overview
3
3
Languages
7
7
years of professional experience
Work History
Front Desk Shift Leader
Hilton Hiroshima
06.2022 - 06.2026
- Supervised daily front desk operations during shifts, ensuring smooth and efficient shift performance.
- Performed nightly audit procedures, reviewing and reconciling daily transactions, payments, and guest account for accuracy.
- Prepared and reviewed daily operational and financial reports and reported discrepancies to management.
- Checked inventory and monitored stock levels, reporting shortages and replenishment needs to management.
- Coordinated room assignments and special requests for VIP guests, ensuring personalized experiences and satisfaction.
- Resolved guest complaints promptly, maintaining Hilton's commitment to exceptional service.
- Trained and mentored new front desk staff on procedures and customer service standards, fostering a knowledgeable and guest-focused team.
- Implemented process improvements that streamlined front desk workflow, contributing to increased guest satisfaction.
- Assisted with administrative tasks including data entry, telephone and email communications, reservation, documentation and daily reporting.
Shift Leader
Kura Sushi
05.2019 - 05.2022
- Oversaw daily operations, ensuring adherence to quality and service standards.
- Supervised and led employees to sustain high productivity and exceptional customer service.
- Coordinated staff schedules to ensure optimal coverage during peak hours, enhancing service efficiency.
- Trained new staff on customer service and food preparation standards.
- Implemented training programs that enhanced team skills and elevated service quality.
- Maintained cleanliness and organization of dining and kitchen areas consistently.
- Verified that cash drawers contained correct amounts of money during opening and closing shifts.
Education
Associate's Degree - Hotel, Resort And Restaurant Management
ASO Foreign Language, Tourism And Pastry College
Fukuoka03.2022
Associate's Degree - Japanese
Fukuoka YMCA Gakuin
Fukuoka, Japan03.2020
Skills
- Front desk operations
- Guest relations
- Microsoft Office
- OnQ
- Daily Reporting
- Night Audit & Reconciliation
- Cash handling & Transaction Accuracy
- Inventory & Stock Management
- Hospitality services
- Sales and upselling
- Process improvement
- Team leadership
- Staff supervision
- Personnel management
- Scheduling optimization
- Time management
- Attention to detail
- Problem solving & Issue Resolution
- Multilingual communication
- Team building
- Staff training
- Attention to Detail
Languages
Japanese
Native/ Bilingual
Vietnamese
Native/ Bilingual
English
Full Professional
Timeline
Front Desk Shift Leader
Hilton Hiroshima
06.2022 - 06.2026
Shift Leader
Kura Sushi
05.2019 - 05.2022
Associate's Degree - Hotel, Resort And Restaurant Management
ASO Foreign Language, Tourism And Pastry College
Associate's Degree - Japanese
Fukuoka YMCA Gakuin