Huong Nguyen Quynh Luong
Houston,USA
Summary
Adaptable professional with extensive experience in customer service roles, recognized for delivering effective and solution-oriented support. Proven ability to manage high volumes of guest communications through various channels while maintaining professionalism and empathy. Expertise in identifying client needs and resolving complex issues, resulting in improved guest satisfaction ratings and long-term relationships. Tech-savvy with proficiency in Microsoft Word, Excel, and inbox management, committed to enhancing team goals and creating positive guest interactions.
Overview
3
3
years of professional experience
Work History
Guest Service Expert
W Atlanta Downtown
Atlanta, USA
03.2024 - 03.2025
- Delivered seamless check-in/check-out experiences while handling 80+ daily transactions with 98% accuracy using PMS software.
- Recognized as ‘Talent of the Month’ in August and top Marriott Bonvoy Enroller, exceeding monthly targets by enrolling 40–50 guests.
- Delivered remote customer support via email and digital chat support, utilizing Marriott’s GXP platform to track issues, resolve service concerns, and ensure timely follow-ups for guest satisfaction.
- Managed daily administrative tasks including guest folio audits, incident reporting, shift logs, and inventory control.
- Created training tools and mentored new hires to ensure consistent service standards.
Guest Relations Intern
Pullman Vung Tau
Vung Tau, Vietnam
08.2023 - 12.2023
- Scheduled guest appointments and coordinated VIP arrangements across departments including room upgrades, welcome gifts, and personalized services.
- Successfully achieved Accor membership enrollment goals for November and December, exceeding set targets by 50%.
- Documented guest service interactions and maintained detailed guest history files.
- Compiled weekly guest satisfaction reports using Excel and supported data entry for performance tracking.
- Assisted with general administrative duties including internal communications and report preparation.
Front Office Intern
Hotel Equatorial
Ho Chi Minh City, Vietnam
08.2022 - 10.2022
- Supported front desk operations with check-in/out tasks and administrative filing.
- Created and maintained daily logs for arrivals, departures, and guest service records.
- Assisted in the organization of operational reports and departmental documents.
Education
Bachelor of International Hospitality Management -
Vatel - Hotel & Tourism Business School
Ho Chi Minh City, Vietnam05-2025
Skills
- Office administration and scheduling
- Verbal and written communication
- Customer service and conflict resolution
- Time management and multitasking
- Microsoft Office Suite proficiency
- Team collaboration
- Personalized service delivery
Languages
- English, Fluent
- Vietnamese, Native
Timeline
Guest Service Expert
W Atlanta Downtown
03.2024 - 03.2025
Guest Relations Intern
Pullman Vung Tau
08.2023 - 12.2023
Front Office Intern
Hotel Equatorial
08.2022 - 10.2022
Bachelor of International Hospitality Management -
Vatel - Hotel & Tourism Business School
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