Phuong Dang

• Greeted guests warmly and efficiently upon arrival at the restaurant.
• Managed reservation system to ensure optimal table allocation and flow.
• Monitored dining area for cleanliness and addressed any guest concerns promptly.
• Cleared and cleaned tables quickly after guest departures.
• Set up dining areas with linens, utensils, and glassware.
• Assisted servers by delivering food and beverages promptly.
• Maintained cleanliness in the front of house and service areas.
• Restocked supplies like napkins, silverware, beverages, and condiments as needed.

• Trained new employees on operational procedures and customer service standards.
• Resolved customer complaints to maintain satisfaction and loyalty.
• Monitored inventory levels to ensure adequate supply for operations.
• Collaborated with management to enhance operational efficiencies and quality control.
• Conducted performance evaluations to support staff development and accountability.
• Responded promptly to any emergency situations that arose during shifts.
• Supervised cash handling procedures, ensuring that all transactions were processed accurately.

• Monitor daily reservation activity to ensure accuracy in bookings and availability on HMS
• Develop strategies to maximize occupancy levels and revenue goals on a daily basic
• Provide guidance to staff members regarding policies, procedures, and customer service standards
• Review guest information and payment options, checking for accuracy and completeness
• Support sales team members to drive growth and development
• Prepare Daily pick up report and Occupancy statistic
• Perform necessary tasks on behalf of Reservation Manager when the manager is off duty

• Manage guest check-in, check out procedures, walk-in reservation and payments under 5 star Forbes standards.
• Provide ongoing administrative support to leadership team, mentor new staff on correct procedure, compliance requirements and performance strategies
• Supervise to ensure guest’s folio correct
• Analyze group resume, VIP guest list to coordinate with co-workers for successful events
• Managed customer complaints and rectified issues to complete satisfaction.

ACHIEVEMENT: Successful in delivering flawless and enjoyable check-in process for AMEX FHR mystery shopper; be a part of whole team achieving 5 star Forbes standard during the inspection stay; within 8 months of working in new environment, was nominated as expert in quarter 3 of 2022

• Welcome guest, assist guest to create itinerary during the stay
• Communicate with guest prior, during and post-stay to assure they have best experience
• Inspect VIP room and set up amenities
• Manage Membership program and TripAdvisor page
• Train and manage new associate with daily tasks

ACHIEVEMENTS: On TripAdvisor, Resort accomplished Travelers’ Choice reward 2020, Top 10% of hotels worldwide

• Communicate with guest through email and phone call about resort information, room rates, promotions, logistic, experience
• Create personal itinerary
• Process reservation on Opera Property Management System
• Create group booking proposal
• Escort site inspection for Travel Agents
• Manage room inventory on PMS Opera, Synxis system, and room allotment of travel agents, OTA to attain maximum occupancy
• Conduct Sales and Marketing reports
• Train and manage staff for daily tasks

ACHIEVEMENT: Converted successfully buy-out group from Macau, was representative of resort attending Europhere - The European Art of Living Exhibition