Phan Thị Thảo Vy
Họ và tên:
Phan Thị Thảo Vy
Email:
pha**********@*****.com
Số điện thoại:
09********
Ngày sinh
01/09/1985
Địa chỉ:
Nha Trang, Khánh Hoà
Giới tính:
Nữ
Tiêu đề hồ sơ: Rooms Division Manager / Operations Manager
Trình độ học vấn / chuyên môn :
Quản Trị Kinh Doanh Du Lịch - Khách Sạn
Đại họcĐại Học Ngoại Ngữ - Tin Học TP. HCM
Tốt nghiệp loại Khá
Kinh nghiệm làm việc:
Vice General Manager
Diamond Bay Resort & SpaPhước Hạ, Phước Đồng, Nha Trang
• Planning and Organizing - To plan all operational procedures, to plan and organize all recruitment, grow revenue of the Rooms Department, F&B Department Department and to improve service and quality. - To coordinate with the heads of Rooms,F&B departments to ensure adequate coordination and operations implementation - Implement departmental strategies and action plans in accordance with the resort’s strategic and sales plans - To plan the yearly revenue target - To plan and get the desired cost price for products sold by the resort - To plan on upgrading the standards within the Resort - To liaise with the sales & marketing manager to set the strategy for the Rooms, F&B departments - To organize and conduct interviews - To project business opportunities in order to increase revenue - To plan, develop and implement formal training plans for personnel - To participate in preparation of the Resort strategic plan, marketing plan and goals program - To regularly update the General Manager on all operations achievements and key issues • Communication: - To operate an efficient and accurate administration process in order to meet statutory, legal and internal requirements - Ensure all staff is aware of the goals and objectives of the L&R, Rooms, F&B Departments and to achieve and maintain good relationship amongst the Resort personnel. - To conduct daily briefings to ensure that all departments receive updated information - To conduct weekly briefings to improve all aspects of the resort - To attend all other meetings as required by the administration team - To ensure and maintain good relations with members and suppliers • Budgeting & Costing - To delegate and control the departmental expense budget throughout the year - To ensure that adequate funds are available for smooth operations and also to ensure adequate amount of resources - Control Payroll and Business Expenses of the Rooms, F&B Departments - To prepare and derive the required operational cost for the Rooms, F&B Departments for the year - To oversee budget preparation for the year - To ensure the preparation of management team duties and rotas - To implement methods to control wastage and over production - To select suppliers with the most competent prices - To ensure that the payroll doesn’t not exceed the budget - To set the profit margin targets and achieve them - To analyze potential costs - To consider aspects of re-investment - To co-ordinate and manage pricing strategies - To analyze the market needs and trends - To contribute to Sales improvement - To ensure improvement in productivity across the resort • Personnel & Development - Ensure all requirements of staff are met & updated - To liaise with the General Manager & Human Resources Manager in matters relating to recruitment and disciplinary procedure - To ensure regular progress update & reviews are conducted for all managers & staff - To conduct performance appraisal for F&B, Rooms department Heads and insure Managers, Assistant Managers and Administrators are receiving their appraisals as per the set plan - To ensure employee grievances, disciplinary procedure are monitored - To ensure that regular On Job Training are conducted within each department - To actively participate in the quality circle within the Resort
Rooms Division Manager
Diamond Bay Resort & SpaPhước Hạ, Phước Đồng, Nha Trang
Responsible for Wellness, Security and Front Office. Manages the general operation of the Front Office. Leads the Room Divisions Team in the provision and delivery of personalized Guest Care and Relations in order to enhance the guest experience of the hotel, thereby creating great memories for the guests. • Directly reporting to the General Manager. • Managing all Room Divisions • Maximizing profits by ensuring the highest occupancies at maximum yield • Ensuring high levels of guest service standards to achieve customer satisfaction and return business • Financial responsibilities consist of: - Expense control - Ensure correct rates are charged - Effectively managing people in order to maximize the effectiveness of staff and develop their potential - Ensuring that the necessary safety and security procedures are adhered to within Rooms Division
Front Office Manager
Diamond Bay Resort & SpaPhước Hạ, Phước Đồng, Nha Trang
• Responsible for coordinating efforts to the front office department to maintain optimum room occupancy and revenue while maintaining courteous service to guest • Responsible for giving direction to the entire Front Office department • Responsible for continually focusing on quality and contributing to hotel profitability through effective cost controls. Guest satisfaction targets and team member satisfaction goals must be achieved. • Responsible for developing and training team members.
Front Office Manager
Sofitel Saigon PlazaLê Duẩn, TP. HCM
• Oversees the operational activities of the front office department • Implements guidelines, policies, and procedures for their operating departments • Interviews, selects, trains, appraises, coaches, counsels and disciplines departmental according to standards • Effectively communicates with team members • Anticipate and address guest issues and establish proactive processes to promote guest satisfaction • Interacts in a positive way with other departments to ensure a luxury guest experience
Assistant Front Office Manager
Sofitel Saigon PlazaLê Duẩn, TP. HCM
• Reporting directly to the Front Office Manager • Responsible for the security control of all hotel keys whilst on duty. • Responsible for attending to, resolving and acting upon any alarms or security breaches that may occur whilst on duty. • Ensure and oversee that the Receptionist shift procedures/duties are completed on time and are procedurally correct. • Ensures that computer reports are done as scheduled. • Assists as required/requested with the solving of any guest complaints. • Oversees the daily movement of guest activities and be able to resolve any guest complaints and to establish an amicable relationship with guests, clients of the Hotel.
Reception Manager
Sofitel Saigon PlazaLê Duẩn, TP. HCM
• Reporting directly to the Room Division Manager • Responsible for a detailed handover by going through the activity of the day, the problems found, the follow up to do, the tasks not completed yet • Responsible to ensure that all the standards and policies are respected by all team members. • To ensure the proper follow up of the room requests and co-ordination with housekeeping regarding the priorities in room cleaning. • Daily follow up on the groups (including pre-arrival preparation as it relates to Reception) and invoicing. • Report quickly any discipline problem to the Room Division Manager and must be fair in any staff disciplinary action required during his absence. • Involved in the hiring, training, coaching and counseling of the team members. • Involve in identifying potential employees and develop them accordingly.
Guest Relations Supervisor
Sofitel Saigon PlazaLê Duẩn, TP. HCM
• Taking care of all VIP guests and coordinating with concerned departments to guest needs and requests (ensuring these expectations are met within Sofitel’s service guidelines) • Welcoming guests upon arrival with particular emphasis to VIP Guests • Handling group check-in, in room check-in • Acting according to the complaints handling standards and procedures 6 • Handling front office duty including check-in and check-out of guests • Assisting all guests efficiently, courteously and professionally • Recording all required data in the system • Receiving booking from outside call or walk-in guest • Handling site inspection Reward: “Best Employee of the year 2009”
Receptionist
Sofitel Saigon PlazaLê Duẩn, TP. HCM
Rewarded “The Best Employee of Front Office” (The Second Quarter of 2008) Got promotion transferring to Guest Relations Supervisor on September 2008