Minh Hien Luu
Pearl City,HI
Summary
Highly organized and motivated leader successful at managing multiple priorities with a positive attitude. Desire to take on new challenges. Devoted to giving every customer a positive and memorable experience.
Overview
5
5
years of professional experience
Work History
Housekeeping Manager
Fairmont Orchid
Big Island , Hawaii
08.2022 - 01.2024
- Delegated tasks for completion, performed inspections and resolved housekeeping complaints promptly.
- Collaborated with front desk to respond promptly to guest requests and promote positive experience.
- Reviewed employee performance and devised improvement plan to achieve goals.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Communicated guest service scores to drive improvement and higher guest satisfaction.
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
Resort Assistant Manager
Fairmont Orchid, Hawaii
Big Island , Hawaii
12.2021 - 08.2022
- Managed team of front desk agents, supervising personnel in issue resolution.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Responded to and resolved guest issues or complaints.
- Coached staff on strategies to enhance performance and improve customer relations.
- Assisted guests at check-in, providing information on various services within hotel.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Delegated work to staff, setting priorities and goals.
Night Auditor
Wyndham Vacation Ownership
Honolulu , HI
08.2018 - 11.2021
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Assessed data and information to verify entry, calculation and billing code accuracy.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.
Room Controller
Wyndham Vacation Ownership
Honolulu, HI
08.2018 - 11.2021
- Assisted in room inventory and ensuring reservation of required rooms for guests.
- Implemented appropriate booking strategies to verify reservation accuracy and provide service excellence.
- Fulfilled guests' requests and blocked rooms according to guests' bookings.
- Worked with housekeeping and maintenance to schedule rooms for out of service
Guest Service Representative
Wyndham Vacation Ownership
Honolulu , HI
08.2018 - 11.2021
- Greeted and assisted guests with variety of inquiries, promoting service standards.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
Education
Bachelor of Science - Travel Industry Management
University of Hawaii At Manoa
Honolulu, HI05.2018
Bachelor of Science - Division of Culture And Tourism
Sookmyung Women's University
Seoul, Korea2015
Skills
- Customer Services
- Problem Anticipation and Resolution
- Clear Communication
- Leadership
- Originality and Creativity
- Multitasking
- Proficient with Opera and Focus
- Payroll Administration
- Employee Training
- Recruitment and Hiring
- Verbal and Written Communication
- Cleaning And Organizing Abilities
- Employee Performance Management
- Employee Scheduling
Accomplishments
- Inspired new employees and trained them to success.
- Contributed new ideas to the Hospitality with Heart culture to help enhance the guest experience.
- Contributed to incentive program to motivate employees and reward them fairly.
- Re-organized the Housekeeping structure and inventory to help the operation run smoothly.
Timeline
Housekeeping Manager
Fairmont Orchid
08.2022 - 01.2024
Resort Assistant Manager
Fairmont Orchid, Hawaii
12.2021 - 08.2022
Night Auditor
Wyndham Vacation Ownership
08.2018 - 11.2021
Room Controller
Wyndham Vacation Ownership
08.2018 - 11.2021
Guest Service Representative
Wyndham Vacation Ownership
08.2018 - 11.2021
Bachelor of Science - Travel Industry Management
University of Hawaii At Manoa
Bachelor of Science - Division of Culture And Tourism
Sookmyung Women's University
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