TIEN NGUYEN
Los Angeles
Summary
Highly motivated Customer Service Representative with 4 years of luxury hospitality experience. Proven ability to build rapport, exceed customer expectations, and contribute to company growth through a positive attitude and strong communication skills.
Overview
7
7
years of professional experience
Work History
Guest Relations Coordinator
The Peninsula Beverly Hills
01.2023 - Current
- Coordinated with House Keeping/Room Service/Front Desk departments for room modification by operating Property Management System - OPERA
- Promoted teamwork and quality service through daily communication and coordination with other departments
- Supported VIP guests and kept hotel staff apprised of specific requests
- Oversee and supervise amenities for room inspection
- Attending daily manager meetings to review guest profile for upcoming arrivals and resolved problems promptly for guest incidents
Butler
Sheraton Saigon Hotel & Towers
01.2022 - 12.2022
- Handled payment processing and provided customers with receipts and proper billings
- Enhanced guest experiences by providing personalized and attentive services as per their preferences.
- Supervised activities of dining room staff to maintain service levels and support guest needs
Guest Service Agent
Sheraton Saigon Hotel and Towers
03.2021 - 01.2022
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency
- Investigated guest complaints and utilized critical thinking to foster expedient resolution
- Conducted transactions, confirming guest information and processing according to standard protocol
- Maximized revenue by upselling room upgrades and additional services.
Guest Relations Intern
JW Marriott Phu Quoc Emerald Bay
12.2020 - 03.2021
- Resolved guest challenges and complaints by applying resourceful and actionable solutions
- Analyzed customer feedback to provide strategic direction to continuously improve overall rating
- Responded to guests, including email, telephone and in-person inquiries
- Maintained accurate records of guest preferences, ensuring a tailored experience during future visits.
Reservation Intern
JW Marriott Phu Quoc Emerald Bay
09.2020 - 12.2020
- Verified guest information and payment options ensuring accuracy and completeness
- Coordinated with Front Desk staffs to maintain maximum occupancy
- Provided clients with assistance in preparing required travel documents and forms
- Kept accurate knowledge of types of rooms available at various resort locations
Tour Guide
SAIGON - XO Tours Vietnam
03.2018 - 03.2020
- Created tour programs with focus on providing positive guest experiences
- Made successful hotspot recommendations to guests based on individual tastes and preferences
- Described tour points of interest to group members, responding to general inquiries and questions
Executive Lounge Intern
Pullman Saigon Career
07.2019 - 10.2019
- Inspected dining and serving areas for cleanliness and proper setup
- Distributed menus to guests, led to tables and gave initial information about service staff or specials
Education
Executive MBA - Hospitality Administration Management
Alliant International University
12.2023
International Exchanged Course -
Centennial College
04.2021
Bachelor - Hotel Management
Hoa Sen University
01.2021
Skills
- Complaint Handling
- Initiative-taking
- Teamwork and Collaboration
- Decision-Making
Activities
- Japanese - Thai - The Philippines - Australian - American Culture Exchange Program. Assisted international students with academic pursuits, cultural immersion activities, and language learning in Vietnam. Promoted Vietnamese culture by sharing local customs, cuisine, and travel recommendations. Fostered cross-cultural understanding and facilitated meaningful interactions between international students and the Vietnamese community.
- Volunteer Project in Malaysia, Provided English language instruction to underprivileged children in a low-income community for 6 weeks. Fostered a positive learning environment that encouraged participation and cultural exchange with other students from China, Taiwan, and Malaysia.
Timeline
Guest Relations Coordinator
The Peninsula Beverly Hills
01.2023 - Current
Butler
Sheraton Saigon Hotel & Towers
01.2022 - 12.2022
Guest Service Agent
Sheraton Saigon Hotel and Towers
03.2021 - 01.2022
Guest Relations Intern
JW Marriott Phu Quoc Emerald Bay
12.2020 - 03.2021
Reservation Intern
JW Marriott Phu Quoc Emerald Bay
09.2020 - 12.2020
Executive Lounge Intern
Pullman Saigon Career
07.2019 - 10.2019
Tour Guide
SAIGON - XO Tours Vietnam
03.2018 - 03.2020
International Exchanged Course -
Centennial College
Executive MBA - Hospitality Administration Management
Alliant International University
Bachelor - Hotel Management
Hoa Sen University
Similar Profiles
Catherine GunnCatherine Gunn
Restaurant Hostess at The Peninsula Beverly HillsRestaurant Hostess at The Peninsula Beverly Hills
Donita Mae De LeonDonita Mae De Leon
Front Desk Receptionist - Intern at The Peninsula Beverly HillsFront Desk Receptionist - Intern at The Peninsula Beverly Hills
Lyle GrahamLyle Graham
Server at The Peninsula Hotel Beverly HillsServer at The Peninsula Hotel Beverly Hills