CAO MY PHUONG

• Possess strong knowledge of products and special programs to provide attentive and accurate consultation to customers throughout their service experience.
• Maintained customer satisfaction scores of 90% by introducing and guiding visitors through cultural highlights, popular destinations, and local cuisine in Ho Chi Minh City, while effectively addressing and resolving visitor complaints to ensure a positive experience.
• Boosted team revenue and KPIs through effective communication and expert product knowledge, contributing to increased sales of observation services and souvenirs.
• Updated and maintained an accurate Online Travel Agent and Travel Agents list, which is recorded in the system.
• Proficient in operating POS systems to handle transactions quickly and accurately.
• Managed ticket sales and access to the observation deck, including ticket checking and handling transactions (cash and credit), ensuring smooth visitor flow, and accurate financial handling.
• Developed and executed strategic plans to attract more visitors and meet company goals, aligning with overall business objectives, and enhancing customer engagement.
• Effectively resolve booking-related issues and implement optimal solutions to minimize risks for the company, customers, tour guides, and travel agents, ensuring a smooth service experience.

Achievement:

• Recognized as the Best Employee for outstanding performance after one year of service in 2024.
• With three years of work experience, I contributed as a key team member to achieving and exceeding revenue KPIs, reaching 95% each year, leading to recognition as the company’s Best Team.

• Collaborated effectively with colleagues to implement and streamline front desk procedures, including check-in and check-out processes, resulting in a 30% improvement in time efficiency and enhanced productivity during peak hours and high seasons.
• Assigned rooms based on reservation lists, ensuring guests received the correct room type and associated pricing. Regularly reviewed room rates, locations, and accommodation types to maintain accuracy and guest satisfaction, helping to achieve and sustain over 80% client satisfaction during stays.
• Handled 10–20 customer inquiries daily across digital platforms (email, Zalo, Facebook, etc.) within a 24–48 hour response window, addressing reservations, complaints, and requests to ensure a high level of service and encourage repeat business.
• Updated and maintained accurate customer records in the system, leading to a 25% reduction in errors and improved overall operational efficiency.
• Demonstrated in-depth knowledge of hotel services, room types, promotions, and special packages to provide personalized and attentive consultation to guests, ensuring a seamless and satisfying experience throughout their stay.