Đức William 1980 Dịch vụ khách hàng

Họ và Tên Đức William
Email
78/4 Road No. 6, Hiệp Bình Chánh Ward, Thủ Đức District, Hồ Chí Minh, Việt
Chỗ Ở Hiện Tại
Nam
Địa Chỉ Thường Trú (chỗ ở hiện tại)
Điện Thoại
Ngày Sinh 24/11/1980
Giới Tính Nam
Tình Trạng Hôn Nhân Độc thân
Thông Tin Nghề Nghiệp
Công Việc Gần Đây
Mức Độ Quan Tâm
Năm Kinh Nghiệm 19 năm
Công Ty Làm Việc Gần Nhất
Bằng Cấp Cao Nhất Đại học
Cấp Bậc Hiện Tại Giám đốc
Ngoại Ngữ Tiếng Anh – Cao cấp
Vị Trí Mong Muốn General Manager
Mức Lương Mong Muốn Lương thỏa thuận
Cấp Bậc Mong Muốn Giám đốc
Hình thức
Ngành Nghề Mong Muốn Dịch vụ khách hàng
Ngành Nghề Mong Muốn Khác Quản lý điều hành, Ngân hàng
Nơi Làm Việc Mong Muốn – Hồ Chí Minh
– Bà Rịa và Vũng Tàu
Nơi Làm Việc Mong Muốn Khác
– Quảng Nam

Mục Tiêu Nghề Nghiệp

Have more than 19 years’

experience
in this hospitality environment. A motivated, adaptable and responsible in problem
handling, cost expensed and always have full energy with any

projects
and target figures as well as extremely interested in
operation moving. I have a methodical, target-customer-employee-cost focused approach to and strong drive to see things
through completion.

Kinh Nghiệm Làm Việc
Deputy Director – General Manager
SOJO Nam Dinh Hotel – Nam Dinh Electronic – Informatics Join Stock Company –
7/2020 – 5/2021
· 90 smart rooms & 696,9 m2 Lounge Bar JO247 including trading areas. · Pre-opening works. ·
Developing and managing building’s properties. · Consulting group in developing SOJO Hotels. ·
Coordinating with Head Office Team in building & revising budgets for SOJO Buildings. · Coordinating and
managing in FF&E and OS&E purchasing. · Responsible on assisting to developing

projects
in design
progress. Ensuring hotels is built with brand concept. · Responsible for hotels licenses before hotels opening
as well as relationship with local government and internal TNG HOD group. · Planning and developing sale
on site. · Implementing internal and external local departments/ events

activities
. · Controlling building
daily operations. · Controlling building services qualities. · Controlling building expenses. · Ensures
systems and procedures are in place and followed for guest safety and security. · Report directly to Chairman.
General Manager
Silverland Hospitality Group –
8/2019 – 7/2020
2 F&B outlets and 106 roooms. Villa 5 bedroooms 1,300 square meter. Responsible for overseeing the retention
and acquisition of accounts by growing existing accounts and generating new business to a level that meets or
exceeds sales forecasts. Executes all aspects of the sales and marketing plans to surpass revenue goals. Builds
and maintains relationships with key Clients. Creates and solicits new business through innovative means. Leads
the management of the hotel staff in such a way to increase hotel profitability and customer satisfaction.
Responsibilities include overseeing the interviewing, hiring, training, work direction, and performance
management of all employees. Also tasked with creating a motivating work environment to allow for development
of employees. Contributes to the successful development of the Hotel Staff. Oversees the

activities
of all staff
members in order to ensure adherence to hotel policies and procedures. Conducts all daily, weekly, quarterly, and
annual meetings. Oversees annual salary review and ensures that all employee wages follow wage and hour
guidelines. Reviews and maintains accurate records of hotel’s funds and information including, but not limited to,
the cash flow sheet, accounts receivable and payable, credit card reconciliations, and registration information.
Reviews and validates vendor invoices. Prepares annual budgets and weekly forecasts updates. Develops a
long-term business plan that will increase the hotel’s profitability and customer satisfaction with the property,
services offered, and staff. Oversees advertising and marketing campaigns for the hotel. Responsible for resolving
escalated customer relations issues. Answers inquiries pertaining to hotel policies and services. Must
appropriately address guest requests to ensure customers are satisfied with the hotel’s services and
accommodations. Responsible for positively representing and promoting the property. Ensures systems and
procedures are in place and followed for guest safety and security. Report directly to Owners/CEO.
Assistant Director of Rooms
The IMPERIAL Hotel & Residences –
2/2018 – 8/2019
5 F&B outlets, 1 Beach Lounge, Beach Club and Spa Supervising the overall

activities
of Front Office,
Housekeeping, Laundry, operations. Monitoring the personnel of these operations to ensure guests receive
prompt, cordial attention and personal recognition. Ensuring staff, particularly guest contact personnel, known
repeat guests and other VIPs and provide special attention and recognition Coordinating exchange of pertinent
information between departments within the Rooms Division and directs exchange of information with other
departments, notably, Engineering, Security and Recreation. Consulting with Department Heads and Director of
Operation/General Manager/Owner on an ongoing basis to improve business conduct. Assuming overall
responsibility for maintaining presentation standards to ensure facilities and equipment are clean, in good repair
and well maintained. Scheduling and regularly conducting routine inspections of areas under control. Maintaining
appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of Room Division
employees. Conducting comprehensive monthly departmental meetings to include review of procedures and
events which warrant special handling and detailed information. Assisting in managing hotel revenue generation
and maximization through full utilization of company systems, business processes and specifications. Review and
approve/deny all discount and rebate requests. Achieving budgeted revenues, control labor costs and expenses,
and maximize profitability within all areas of responsibility. Participate in the preparation of the annual
departmental operating budget and financial plans which support the overall

objective
s of the hotel. Achieving
budgeted revenues, controlling labor costs and expenses, and maximizing profitability within all areas of
responsibility. Participating in the preparation of the annual departmental operating budget and financial plans
which support the overall

objective
s of the hotel. Preparing and submit statistical, performance, and forecast
analyses and reports as required. Communicating to appropriate departments all pertinent information related to
the expected arrival and departure of VIP’s and other key guests, or other special guest needs. Ensuring training
and procedures are in place for PBX to serve as a central communications point during emergency/crisis
situations and that relationships with local fire, police, and emergency personnel are developed and maintained.
Monitoring and controls the inventories for operating equipment and supplies. Communicating to the Director of
Operation/ General Manager to his/her delegate, and other Department heads, all information likely to be of
interest to them Monitoring and controls the Room Division Operation in the areas of revenue expenditure,
profitable and performance against budget Working closely with Human Resources on manpower planning and
management needs Working with Director of Finance in the preparation and management of the Department’s
budget. Performing any other duties which may be assigned by the management from time to time. Taking in
charge guest satisfaction project. Working very closely with F&B team in regards to the events.
Front Office & Recreation Manager
Golden Sand Resort & Spa Hoi An –
8/2016 – 11/2017
5 F&B outlets, 2 Restaurants + 1 bar + 1 lounge + In room dining service Re-organized manning of Front Office &
Recreation team as reflected on organization chart. Ensured the departmental budgets are strictly adhered to.
Controlled and applied strictly all safety and hygiene policy, regulation and procedures of the hotel. Made reports
to General Manager. Controlled the expenses and maintain them as low as possible. Delegated tasks to
subordinates to prepare them for bigger responsibility. Ensured to present in lobby during the busy period like
check in, greeting VIPs, and check out. Ensured tours, transportation and recreation

activities
bookings are taken
well care and managed by the resort. Ensured accuracy, control and safety of all cashiering procedures.
Investigate banking discrepancy-liaise with accounts. Ensured to oversee roster on daily basic and forecast as
well. Ensured to monitor and identify areas to minimize rebates. Ensured to maximize occupancy, revenue and
average rate. Ensured to organize training for the team and refresh, coaching and check the knowledge.
Reviewed Front office log book and Guest feedback forms on a daily basis. Handled complaints and specific
customer’s requests and resolves guest problems quickly, efficiently, and courteously. Monitored all VIP’s special
guests and requests. Troubleshooted emergencies Monitored stock and order office supplies Ensured proper mail
distribution Maintained working relationships and communicates with all departments. Maintained master key
control Worked closely with General Manager & Sales team in regards to revenue meeting, market and rate
strategy. Reviews and completes credit limit report. Upholds the resort’s commitment to hospitality. Overall
responsible for ensuring and maintaining the entire range of services offered for front of house areas includes front
office, sports & recreation, spa with the aim of maximum of guest satisfaction. Created and run

activities
for in-
house guests. Co-ordinated the maintenance of all Fitness facilities and equipment. Managed and supervised the
delivery of all Fitness services. Responsible for the safety of all guests. Ensured all pools and recreation

activities
are met quality standards. Created and managed Health Club membership program. Scheduled and re-arranged
fitness, sport and recreation

activities
. Market and promoted fitness, sport and recreation

activities
. Handled all
requests regarding fitness, sport and recreation

activities
. Performed other duties as requested by General
Manager and report directly to General Manager. Promoted Inter-Hotel sales and in-house facilities. Recruited
staff.
Assistant Front Office Manager
InterContinental Saigon –
6/2009 – 8/2016
6 F&B outlets, Club Lounge and Spa ( 3 Restaurants + 1 bar + 1 lounge + 1 In room dining) Worked very closely
with Front Office Manager to welcomed guests, handled guest issues and resolved complaints. Responsible for
Webguru cases and Medalia/Heartbeat/Hotel Guest Service Center cases investigations. Ensured to maximize
occupancy, revenue and average rate while maintaining high service standard. Be actively involved in ensuring
that front office team understands hotel’s financial and department

objective
s. Monitored front office personnel to
ensure guest receive prompt, cordial attention and personal recognition. Monitored all front of the house area
personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from
arrival through departure. Ensured to control the availability of rooms, rooms types, accuracy of room count and
rate categories. Appraised appearance, discipline and efficiency of all staff under direct supervision and initiate
immediate remedial action if necessary. Approved upgrade and special amenities in the absence of higher
manager. Very well know system recovery procedures. Ensured how to take action with the Property Management
System (PMS) in emergency situation. Conducted interviews with potential new hotel staff. Monitored guest
comment and feedback to determine areas for improvement. Ensured all front office

projects
to achieve target.
Ensured front office winning metrics are all green. Took in charge club lounge operation if needed. Ensured all
Duty Manager to handle well all guest’s issues. Ensured all training programmes for front office staff are on
deadline. Took in charge concierge team. Assisted Front Office Manager to initiated efficient check-in and check-
out procedures. Answered guest inquires in person via phone and through emails. Took in charge up selling
project. Took in charge groups project. Took in charge training project. Ensured all figures achievement are on
target on duty. Ensured proper coding of guest information in hotel database. Took in charge fire life safety project.
Took in charge annual risk assessment. Ensured to complete duty as Duty Manager. Handled guest complaints
and refer them as necessary, follow up on corrective action using the IHG iLead principle way of working. Oversee
maintenance of efficient repeat guest history system. Reported directly to Front Office Manager, Director of Rooms,
Revenue Manager, Director of Finance and Business Support, Hotel Manager as well as General Manager.
Coordinated with related department to ensure that all hotel rooms are in good condition.
Guest Service Agent
Somerset Ho Chi Minh City –
4/2002 – 11/2007
1 Restaurant and 1 groceries store 2005 – 2007:
Guest Service Officer – Somerset Ho Chi Minh City Ensured
check in and check out smoothly as well as final bills are accurate. Ensured monthly bills submit to guest are
corrected with extra allowance if any. Bring guest issue to Rooms Coordinator and conduct 15 minutes feedback
to check guest’s satisfaction. 2002 – 2005:
Room Attendant and Rooms Coordinator – Somerset Ho Chi Minh City
Taken care of 8 apartments daily and ensure guest’s satisfaction in regard to the cleaning service. Bring guest’s
issues to related department for resolution and conduct 15 minutes feedback. Processed monthly amenities
ordering as well as report to Finance monthly consume. Blocked room for OOS and OOO. Picked up and answer
the phone as an operator. Prepared EOM bills and ensured all are corrected for Residents

Học Vấn
& Bằng Cấp
University of Social Sciences and Humanities
– 9/2009
Bachelor of Arts – English Linguistics and Literature.

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Hotel Operations & Management
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