Nhung Le

Experience

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  Sofitel Plaza Hanoi

  Jul 2008 - Aug 2015

  Operator, Front Desk Clerk, Front Desk Supervisor, Duty Manager

  - Number of Rooms: 278 rooms- Support Front Office Manager, drawing up the monthly and weekly service plan- Maximizing room sales and revenue in the hotel while minimizing operational costs- Handling emergency cases according to the established policies and procedures, e.g. fire safety, typhoon, security and medical care etc. when required- Coordinating and working closely with security department to ensure maximum safety of our guests

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  JW Marriott Hanoi

  Aug 2015 - May 2017

  Duty Manager

  - Number of Rooms: 450 rooms- Assist the Front Office manager on daily basis- Handle guest’s complaints from all operational areas of hotel- Put in place corrective action- To ensure effective communication and coordination within the Front Office and with other departments

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  Novotel Suites Hanoi

  May 2017 - Sept 2019

  Front Office Manager

  - 150 rooms & apartments | Focused on customer experience and operational success.- Achieved a membership recruitment increase of over 20% above target.- TrustYou Reputation performance score: 88.93.- xpanded responsibilities beyond Front Office Manager duties by leading various projects, including: Brand audit for all departments, ACDC Champion, Hotel RPS Champion, Hotel Heartist Champion.

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  Somerset Grand Hanoi

  Dec 2019 - May 2023

  Guest Service Manager( Front Office Manager)

  - 185 apartments | Managed guest satisfaction and team performance. - Achieved 95.63% customer satisfaction score. - Promoted 4 supervisors to Duty Executives. - Oversaw pre-opening training for ACCC Tay Ho Hanoi project of 1905 hotel rooms and apartments.

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  Sheraton Hanoi West and Hyatt Regency West Hanoi

  May 2023 - Feb 2025

  Front Office Manager

  - 520 rooms and apartments GENERAL RESPONSIBILITIES:- Recruit, interview and hire associates for front office positions.- Train and support all associates and ensure performance in accordance with established hotel brand standards- Ongoing review of staff to ensure adherence to established policies and procedures- Conduct monthly reward and recognition meeting /celebrate hotel and associate achievements- Establish and maintain open collaborative relationships with direct reports, team members- Respond to inquiries concerning hotel policies and service- Receive and process advance registration payments- Greet VIP’s when applicable- Arrange for special services as requested- Enforce all cash handling, check cashing and credit policies- Verify banks and deposits at end of shift- Analyze rate variance, monitor credit report and maintain close watch on daily house count- Review daily front office work and reports generated by Night Audit- Active participation in budgeting and forecasting to maximize hotel revenue and profits- Ongoing financial reports review to analyze budget, revenue and profitability targets and take action as needed- Participate in revenue management calls, sales calls and owner meetings- Identify areas of concern and develop strategies to improve performance- Coach and support hotel team to effectively manage occupancy, rates, wages and controllable expenses- Identify service issues and trends. Facilitate creative solutions to overcome obstacles and insure continuous guest satisfaction results- Balance cost controls with exceptional customer service and associate satisfactionIMPRESSIVE ACHIEVEMENTS: - Exceeded Marriott Bonvoy enrollment target by 165% and FO team got 3,000$ enrollment incentive - Achieved 97% score for FO team and 89.8% hotel overall score in Brand Standard Audit. - Acted as OPERA PMS champion during conversion period. - Chaired weekly Guest Voice meetings and led corrective action initiatives. Show less