Develop hotel's service standard and manage service quality toward guests.
Supervise hotel's staff during work; ensured that all guest-related issues are resolved in a timely manner consistent without a brand, its goals, and guests satisfaction objectives.
Ensured all front desk employees were trained and efficient with new systems and procedures, developed and facilitated training materials.
Take care of guest's experience before, during and after guest stays via email, phone or message; monitors guest satisfaction through contact with guests and the use of feedback on Tripadvisor, OTAs and other such platforms.
Maintain hotel's ratings on Tripadvisor in Top 10 best hotels in Hanoi.
