Son Dang

Experience

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  InterContinental Saigon

  Jan 2019 - Jan 2020

  - Receive table bookings and sell Holiday specialties through offline and online channels.- Contact and negotiate with international and domestic customers.- Perform duties of Cashier role. - Execute tasks assigned by superiors.- Serve events for domestic and international customers.

  • Hotline Reservation

    Jan 2019 - Jan 2020

  • Banquet Server

    Jan 2019 - Jan 2019
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  JW Marriott Hanoi

  Jun 2020 - Sept 2020

  Food And Beverage Intern

  - Execute tasks assigned by superiors.- Serve, upsell to international and domestic customers.- Acknowledge the operation of different F&B outlets.

• 

  Masu Japanese Restaurant

  Nov 2020 - Jan 2022

  - Managed 23 service staff. - Recruit staff for the restaurant, including advertising jobs and interviewing.- Ensure a high standard of customer service throughout the restaurant, with a focus on exceeding the expectation of customers.- Deal with customer queries and complaints in a timely manner.- Take care of VIP customers.- Contact, negotiate, contract, follow up with 4 service providers.- Analyze sales, customer feedback and internal issues and provide business solutions.- Involve in setting up CRM system.- Create SOPs, operation checklists, prepare and execute training sessions. Tunjukkan kurang

  • Restaurant Supervisor

    Nov 2021 - Jan 2022

  • Restaurant Attendant

    Nov 2020 - Jan 2021
• 

  Classé Private Restaurant

  Jan 2022 - Jan 2022

  Restaurant Supervisor

  Pre-opening: - Set up documents, POS, CRM system.- Create SOPs, operation checklists, prepare and execute training sessions.- Contact, negotiate, contract, follow up with suppliers & service providers.

• 

  Agoda

  Jan 2022 - Jan 2024

  - Mentor new hires batch of 5 staff for the Nesting period of 1 month - December 2023.- Side by side with new hires on daily operation, provide feedback and guidance on site.- QA new hires SOPs, performance, identify opportunities for improvements, provided feedback to Team Managers and Learning & Development department.- Prepare content, slides and execute Daily debrief for new hires with compulsory topics and topics based on new hires' identified opportunities.- 1:1 with underperforming new hires to learn their challenges, provided techniques and guidance to overcome, set action plan and expectation, monitor improvement progress.- Analyse new hires performance data every 2 weeks, prepare and present to Team Managers findings about progress, what went well, opportunities, root causes, action taken, results, proposed action plans & team manager support, and target for the for the next periods.- Results: + All new hires achieved the passed target mark and some went beyond.+ The average handling time for call reduced by 15%-30% from week 1+2 to week 3+4.+ The average handling time for email reduced by 30%-40% from week 1+2 to week 3+4.+ The number of touchpoint received per day increased by 30%-55% from week 1+2 to week 3+4.+ All new hires showed more confident in SOPs and communication with stakeholders. Tunjukkan kurang - Deliver professional service, meet and exceed customer and partner needs.- Performance KPI to date: Top 5 overall rating within Vietnamese team.- Team project Quality Assurance (QA) DSAT (customer non-satisfaction metric) associate:+ Project timeline: January-May 2023.+ Objective: to improve team performance by reducing DSAT results.+ Overview: team agents self-QA DSAT cases and input findings to Excel tracker file by the end of each week. Buddies re-QA the cases, provide findings and identify agent opportunities. Team agents can dispute with buddies if do not agree with the findings. The dispute will be resolved with Team Managers during 1:1 with agents.+ Acted as a buddy, investigated and analysed DSAT result of team.+ Provided findings, agent opportunities and suggested improvement plan.+ Collaborated with 5 stakeholders.+ Took charge when project lead absent, followed up and ensure all team members and project team adhere to the project.+ Results:> The project was discontinued due to unusual spike of contacts received and short of headcount to handle daily operation traffic, therefore the result was not concluded yet.> Feedback from team during team meetings: the project was useful. > Agents gained new perspective from buddies & had freedom to dispute with buddies.> The project helped agent proactively manage their performance, instead of waiting for 1:1 with Team Managers. Tunjukkan kurang

  • Mentor for New Hires

    Jan 2023 - Jan 2024

  • Customer Experience Specialist

    Jan 2022 - Jan 2024
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  SaiKung Hotpot Restaurant

  Jul 2022 - Jan 2022

  Assistant Project Manager

  - Analyze and provide solutions to improve the operation and service quality of the original restaurant, set as benchmark for other restaurants in the new chain.- Set up documents, POS system for the new chain.- Create SOPs, operation checklists, prepare and execute training sessions for the new chain.- Complete ad-hoc tasks assigned by Project Manager.