Vy Hoang
Atlanta,Georgia, United States
Summary
Results-driven hospitality professional with over 3 years in luxury environments, excelling in guest relations and sales. Achieved a 40% reduction in booking errors and surpassed monthly sales targets by 20%. Proven ability to enhance guest experiences and operational standards through effective team leadership and training.
Overview
5
5
years of professional experience
Work History
Reservation Specialist
Kohler Co.
10.2025 - Current
- Delivered exceptional customer service through phone and email interactions, enhancing guest satisfaction
- Ensured accurate bookings and resolved guest inquiries, facilitating smooth reservation process
- Assist guests with reservations for lodging, dining, and spa services
- Collaborated with team to streamline reservation processes, enhancing overall guest experience
- Enhanced guest interactions by staying informed about KOHLER offerings and promotional events
FO Manager on Duty
The Ritz-Carlton, Atlanta
06.2024 - 06.2025
- Led Front Office team of 15+, ensuring high service standards and operational efficiency.
- Coordinated with the Revenue Team to balance room inventory in Opera/MARSHA, reducing booking errors by 40%.
- Resolved escalated guest issues with professionalism, maintaining an 80%+ guest satisfaction score.
- Trained and mentored new associates on Opera PMS, enhancing service delivery and team competency.
- Supervised safety and emergency procedures, conducting inspections to maintain compliance with brand standards.
- Awards: 5-Star Winner (Q4 2024), 5-Star Nomination (Q3 2024)
Sales Executives
Vinpearl
11.2023 - 05.2024
- Based at corporate headquarters, managed a portfolio of leisure and travel agency accounts across 5 luxury resort properties in Vietnam, serving clients in Vietnam and China.
- Achieved and exceeded monthly sales targets of 160 million VND, surpassing goals by 20% in February and 10% in April.
- Negotiated proposals, contracts, and rates, optimizing occupancy and increasing revenue across leisure and travel agency accounts.
- Developed long-term client relationships, ensuring consistent bookings and boosting client satisfaction.
- Completed specialized onboarding and development programs as a 'Young Talent', enhancing skills to contribute to company growth.
Guest Experience Expert/ Guest Realtions
The Ritz-Carlton, Atlanta
10.2022 - 10.2023
- Managed 100+ daily check-ins, VIP/group arrivals, and high-volume guest calls through the property's call center, delivering seamless luxury service.
- Coordinated pre-arrival requests and special amenities, tracking Top 50 repeat guests to enhance loyalty and satisfaction.
- Achieved recognition as Top 1 Upsells (Mar & Jul 2023), Top 2 Upsells (Dec 2022), and awarded Front Office Star of the Month (Jan 2023) for outstanding performance.
- Trained new hires on opera PMS & gxp, ensuring delivery of consistent luxury service standards.
HR Intern
JW Marriott Hanoi Hotel
12.2021 - 09.2022
- Streamlined recruitment process by screening resumes, coordinating interviews, and conducting 10 phone screenings daily to identify qualified candidates efficiently.
- Facilitated onboarding and training for 20+ new hires by preparing contracts and orientation materials, improving new hire acclimatization.
- Maintained accurate and confidential HR records to ensure compliance with company policies.
Education
MBA - Hospitality Management
Euroinnova Business School
01-2026
BBA - Sustainable Tourism Management
Université De Toulon
01-2022
Skills
- Reservation software
- PMS - Opera
- MARSHA
- Rate management
- Revenue optimization
- Upselling techniques
- Hospitality operations
- Hospitality management
- Team leadership
- Staff mentoring
- Customer service experience
- Phone etiquette
- Microsoft Office
- Outlook
- Collaboration tools
- Visual content creation
Languages
English - Professional, Vietnamese - Native or Bilingual
Timeline
Reservation Specialist
Kohler Co.
10.2025 - Current
FO Manager on Duty
The Ritz-Carlton, Atlanta
06.2024 - 06.2025
Sales Executives
Vinpearl
11.2023 - 05.2024
Guest Experience Expert/ Guest Realtions
The Ritz-Carlton, Atlanta
10.2022 - 10.2023
HR Intern
JW Marriott Hanoi Hotel
12.2021 - 09.2022
MBA - Hospitality Management
Euroinnova Business School
BBA - Sustainable Tourism Management
Université De Toulon