Huyen (Mia) Do Thu

Experience

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  The Majestic Hotel Kuala Lumpur

  Dec 2014 - Jul 2016

  DINING CONCIERGE IN F&B DEPARTMENT

  • Assist and follow up cusstomers to make reservations via phone calls and emails. • Communicate with the restaurants to arrange special events. • Improve online reservation system to work effectively. • Planning and promote seasonal F&B promotions. • Analyze and report guest satisfaction monthly. • Prepare training materials for Dining Concierge position.

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  PayPal

  Sept 2016 - Jun 2018

  Customer Service Representative

  • Focused on Asia Pacific regions, including Vietnam, Malaysia, Singapore, Korea, Thailand, Nepal, Maldives, Sri Lanka, etc.• Addressed phone calls, emails, and cases to resolve customer inquiries.• Detected and reported suspicious accounts, transactions, and activities to ensure account security and prevent money laundering.• Assisted the Team Leader in interviewing qualified candidates.• Achievements: Consistently achieved KPIs, named Rookie of the Year in 2016, and promoted to learn new skill sets. Show less

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  Christina's

  Aug 2018 - Jul 2019

  Host

  • Ensured guest satisfaction throughout their stay.• Collaborated with the team to handle incidents or special guest requests.• Followed up on cases until they were fully resolved.• Proposed innovative ideas and processes to enhance services and workflows.• Tracked and restocked inventories.(FEB – JULY 2019) BOOKING TEAM AND TOUR BOOKING TEAM LEADER• Do market research to propose rates and promotions for related properties and services. • Publish and manage listings on OTA channels such as Booking.com, Airbnb, Expedia, Ctrip.com, etc. • Accommodate to guest’s inquiries promptly and handle guests’ complaints.• Keep track and optimize tour sales for Onetrip tour operation. Show less

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  Thu Ha Academy

  Jan 2019 - Sept 2019

  English Teacher
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  Tek Experts

  Jul 2019 - Jul 2020

  Customer Service Specialist

  • Delivered advanced technical troubleshooting and solutions to customers, utilizing technical tools.• Collaborated with subject matter experts and escalation managers as needed.• Reported emerging or ongoing issues and suggested solutions to higher management.• Mentored new hires for on-the-job readiness.• Achievements: Certified as Microsoft Technical Support and recognized as the top performer of the month.

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  Seana Apartment Phu Quoc

  Aug 2020 - Dec 2022

  Operations Manager

  • Successfully relaunched and promoted the property through OTA and social media channels (Booking.com, Agoda, Airbnb, Facebook, etc.).• Analyzed revenue and expenses to set competitive rates.• Prepared and reviewed training materials for staff following Covid-19 government guidelines.• Planned and directed the hotel's main operations, ensuring quality, standards, cleanliness, and guest satisfaction.• Addressed day-to-day queries, complaints, or issues.• Conducted inspections throughout the property to ensure SOP implementation. Show less

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  Meritel Hanoi

  Apr 2023 - now

  Guest Relations Manager

  • Recruit, train and manage team. • Provide coaching, guidance, and ongoing support to ensure exceptional guest service.• Set monthly KPIs and train team to achieve set KPI• Develop and implement guest relations strategies to enhance the overall guest experience. • Oversee the resolution of guest complaints and concerns, ensuring they are addressed promptly and professionally. • Analyze guest feedback to identify trends and areas for improvement.• Prepare regular reports on guest relations performance, guest feedback, and service trends.• Achievements: team has achieved KPIs consistently. Show less

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  VINFAST

  Feb 2024 - now

  Quality Assurance Specialist