Vy Doan (Sophia)
Houston,TX
Summary
Detail-oriented Guest Service professional with hands-on experience in front desk operations, VIP, Elite Members, and corporate guest handling, and Executive Lounge service in international hotel environments. Skilled in check-in/ check-out procedures, reservations, guest relations, and delivering high-quality hospitality experience. Strong ability to work in fast environments with attention to detail and a customer satisfaction focus.
Overview
3
3
years of professional experience
Work History
Guest Service Agent
SHERATON PENTAGON CITY HOTEL
Arlington, VA
12.2024 - 12.2025
- Independently managed front desk operation during assigned shifts, ensuring smooth guest check-in/ check-out processes using the hotel PMS system (Lightspeed PMS).
- Provided personalized service for Elite Members (Gold, Platinum, Titanium, Ambassador) and handled VIP arrivals, room upgrades, and early/late check requests.
- Managed reservations, modifications, cancellations through OTA platforms and guest account inquiries.
- Processed payments and ensured accuracy in direct billing and guest transactions.
- Resolved guest concerns and service issues efficiently, maintaining high satisfaction standards.
- Assisted guests using Marriott systems and GXP to support reservations and guest service requests.
- Handled PBX telephone system, including answering incoming calls, transferring calls, and providing guests assistance (wake-up calls, guests inquiries, service requests,...).
- Coordinated with housekeeping and other departments to ensure operational flow.
- Maintained a clean front desk and ensured clean, handover communication between shifts.
- Participated in a J-1 Exchange Visitor Program, gaining international hospitality experience in a fast-paced hotel environment.
Guest Service Agent
EATIN GRAND SAIGON HOTEL
Ho Chi Minh, Viet Nam
05.2024 - 11.2024
- Performed check-in/ check-out using the hotel PMS system (Comanche PMS) procedures independently while ensuring a smooth guest experience.
- Provided professional customer service to guests, including VIP and Executive Lounge guests, while delivering premium Executive Lounge service, including breakfast, afternoon tea, evening cocktail, and business center.
- Arranged airport transportation, including shuttle and private transfer, ensuring timely and efficient service for corporate and VIP guests.
- Completed update profile guest, and guest registration, and reported check-in/ check-out information to local authorities in compliance with immigration and hotel regulations.
- Resolved guest issues such as room charges, billing discrepancies, and requested special receipt Value Added Tax.
- Communicated with guests using the hotel messaging platform (Eastin Hotel & Residences).
- Performed upselling to enhance revenue, and promoted hotel service to improve guest experience.
- Provided foreign currency exchange money service for hotel and Casino guests, ensuring accurate transactions and promoted, communicated Casino offers, rewards, and exclusive promotions to guests.
- Managed airline crew operation, including check-in, check-out, room quiet assignment, key card preparation, and full Executive Lounge access, amenities setup, wakeup calls request, and airport shuttle coordination.
- Processed group travel check-in, check-out, prepared keys, and coordinated special requests as directed by the tour leader.
Guest Services Intern
LOTTE HOTELS & RESORTS
Ho Chi Minh, Viet Nam
04.2023 - 04.2024
- Supported front desk team by handling guest check-in, check-out, processing payments and direct billing, and managing reservations through the hotel PMS system (Opera PMS).
- Supported the team by check-in, check-out rooms for the airline crew group, preparing a welcome letter, providing amenities, and presenting service offers to enhance their stay experience.
- Handled phone calls and OTA emails, assisting guests with inquiries, reservations, and special guest requests.
- Provided information about hotel service, hotel promotion, reward, direction, and local attractions.
- Supported housekeeping, other departments, and the Front Desk Team to ensure smooth operations.
- Assisted Executive Lounge guests, ensuring a high-quality hospitality experience during breakfast, afternoon tea, and evening cocktail service.
- Supported Front Desk Team during peak weekend spa by handling bookings, welcome drinks, providing treatment recommendations, upselling service and processing payment.
- Supported the fitness center by recording guest visits and managing swimming pool ticket sells, ensuring smooth daily operation and welcome guest experience.
Education
Bachelor of Science - Hospitality Management
University of Finance And Marketing
Ho Chi Minh, Viet Nam12-2024
Skills
- Guest communication and Customer Service
- Check-in and Check-out procedures
- Reservation management (PMS & OTA Platforms: Bookingcom, Expedia, Agoda, Hotelbeds, etc)
- Guest complaint resolution
- Property management systems (Opera, Lightspeed, and Comanche)
- Vietnamese - Native and English - Intermediate (Hospitality proficiency)
Timeline
Guest Service Agent
SHERATON PENTAGON CITY HOTEL
12.2024 - 12.2025
Guest Service Agent
EATIN GRAND SAIGON HOTEL
05.2024 - 11.2024
Guest Services Intern
LOTTE HOTELS & RESORTS
04.2023 - 04.2024
Bachelor of Science - Hospitality Management
University of Finance And Marketing