Người tìm việc Customer Service/ Customer Relations Đỗ Thu Huyền

Họ tên: Đỗ Thu Huyền

Giới tính: Nữ

Ngày sinh: 08/11/1990

Nguồn tham khảo

Họ và tên: Ngô Lê Dũng
Địa chỉ: Hà Nội
Điện thoại: 0904 273 081
Nghề nghiệp: Manager
Quan hệ: Collegue
Thời gian quen biết: 1.5 years

Mục tiêu nghề nghiệp

To become a professional in customer service management

Hình thức làm việc: Toàn thời gian cố định

Cấp bậc mong muốn: Trưởng nhóm/Giám sát

Vị trí mong muốn: Customer Service/ Customer Relations

Các kỹ năng

1. Communication: Active listening in verbal communication; simple and clear in writing communication.

2. Customer relations: Patience, attentiveness, knowledge of the service, ability to use "Positive Language", ability to "Read" Customers

3. Planning: Good at planning the short term; for the long term, need improvement.

4. Event organizing: Good at preparation from backstage until on the stage phase, effective coordination and cooperation; flexible for changes, or unexpected situation.

5. Team work: Share openly and willingly, Show commitment to the team, Treat others in a respectful and supportive manner.

Kinh nghiệm

Tên công ty: The Ascott Limited - Somerset Grand Hanoi
Vị trí công việc: THe Ascott Host (QL CSKH VIP)
Ngành nghề: Dịch Vụ Khách Hàng
Thời gian bắt đầu: 16/05/2012
Thời gian kết thúc: 19/11/2013
Mô tả công việc:
Ascott Host plans and takes “ownership” of the stay experience of long stay residents and VVIPs/VIPs from pre-arrival to post departure. This allows me to continually create memorable experiences for the guests.
1. Take care VIPs & VVIP ( Senior Government Official/ Board of Directors/ unhappy guests/clients/ corporate HODs/ honey moon couples/ decision makers of wholesalers or companies)
- Host and organize guests’ monthly activities helping the customers’ network and settle in quickly such as Halloween party, Summer cocktail party, Mother’s Day, Mid-Autumn, Stay Fit @ Ascott- quarterly, etc.
- Regularly meet and interact with the guests, making them feel at home, balanced between work and living.
- Invite the guests for breakfast or coffee to get to know them better.
- Conduct monthly Orientation City Tour on every 2nd Saturday of the month. The places are the museums, local market, local garden, pagoda or temple in Hanoi and in the urban area.
- Prepare monthly newsletter, residence notices, greeting cards, Ascott Host Recommendations.
- Visit corporate clients quarterly; support the sales managers to conduct the sales calls.

- Daily tasks in details:
• Send HELLO EMAIL to the guests who are going to check in 3-7 days later, offering generous support on any special request/inquiry.
• Conduct apartment inspection prior the guest’s arrival; pick them up at the airport if needed.
• Personally welcome at the Lobby.
• Personalized in-apartment check-in; welcome with tea, cold towel and local delicacies.
• Conduct room and property tour if needed.
• Arrange for farewell gifts and present the gifts with a personalized card, take memento photo, sending them in the THANH YOU email to the departed guests.
• Send off the guest (VIP.VVIP) to the airport.
• Birthday, anniversary, farewell, sickness, service recovery.
• Arranging and setting up weekly “WOW moments”.

2. Act as the Chief Concierge
- Respond to guest requests for special arrangements or services (eg: restaurant reservation, ticket booking, looking for nanny, local travel advices or special room amenities set up).
- Provide personalized and efficient handling of the guest’s needs and requests by coordinating with other relevant departments.
- Plan and make monthly Ascott Host Recommendations on where to eat, where to go, etc.

Trình độ tin học: Word, excel, powerpoint, outlook, hotel & contact center system

Ngoại ngữ: English - Tiếng Anh

Tốt nghiệp tại trường: Đại học Hà Nội

Tốt nghiệp năm: 2012 (Trung bình khá)

Ngành học: Business Administration - English

Trình độ học vấn: Đại học

Địa điểm làm việc: Hà Nội

Mức lương: 10 – 15 triệu

Số năm kinh nghiệm: 2 năm

Tuổi: 24

Ngành nghề: Dịch vụ

Tình trạng hôn nhân: Độc thân

Ngày làm mới: 28/02/2014