Chí Cường Châu Email & Phone Number

Ho Chi Minh City Metropolitan Area

Ho Chi Minh City, Vietnam

• Direct the Patient Service Department, with 40+ associates, to promote efficient daily operation, to deliver services with cordial care and up to the highest standards, including: handling calls, scheduling appointments, welcome, registration, admission, consultation, billing, pricing advisory, insurance claims, discharge, transportation etc., particularly, acts in emergencies. • Upholding the patient database accuracy, up-to-date and easy accessibility.• Train, coach and empower subordinates to provide solutions toward client inquires, requests and complaints, etc. in professional, prompt and appropriate manners. • Personally handle complex and escalated customer service issues, emergencies and crises.• Justify the patient experience journey to diagnose points for improvement, to establish new procedures, adjustments etc. in order to create more values for clients and the employer. • Contributed in launching marketing campaigns, promotions and events. • Conducted surprise audits to uphold service quality and awareness of fraud prevention. Achievements:• Optimized 20% labor cost during Covid-19 understaffed by combining Service Desks• Reduced process time from 50 to 20 minutes at the Covid-19 Testing Unit by applying DMAIC• Successfully developed 2 Seniors, 1 Supervisors.• Relocated the Drug Store to elevate visibility and accessibility. Acquired 12% of pharmacy monthly sale rate. Won 2-quarter KPI bonuses.• Conceptualized the Primary Care Consultation to improve special consultation quality.

Vietnam

• Maneuvered the Reception, Call Center, and Concierge, with 36 associates, 2 supervisors and 1 Duty Manager to accomplish the highest standards of service and optimize revenue.• Developed and implemented hotel-wide strategies that deliver products and services to meet or exceed expectations of the brand’s targeted customers and property associates, as well as provide a return on investment to the owner and the company.• Modeled an informative guest profile in Opera PMS to record and track client’s frequent requests, habits, favorites... to enhance the service personalization. Won the best hotel on TripAdvisor in 6 consecutive months.• In charge of Manager on Duty, in the event of GM absence, to steer the hotel daily operations; conducted lobby lizard, services and rooms inspection... solved any escalating case. Supported GM in organizing major events: hotel annual fire drill, SOPs consolidation project, Rooms budgeting, creating promotion packages: Honeymooner, stay-more-pay-less, staycations, first luxury wedding fair in town, top up 15% sale volume during the campaign. • Accountable for clients feedback and enquiries on social media: Facebook, TripAdvisor, Google, Agoda... ensured that the response rate is 98% and uphold the hotel reputation. • Established an inspiring, opening, learning to grow atmosphere through training, coaching, mentoring to support people development.• Regulated monthly town hall meetings and team-building activities to celebrate successes, encourage subordinates to share improving ideas, strengthen the team spirit.

Ho Chi Minh City, Vietnam

• Promoted from Duty Manager after 2 years of contribution. Provided leadership to the Front of House with 5 Sections and 50+ associates to achieve needs of staff and expectations of guests; contributed in business success; ensured compliance with hotel and local regulations. • Established the service circle to detect, record guests habits, favorites etc., to enrich experience, create wow, and strengthen guest loyalty. Accelerated GSS level to 98%. • Regularly taking hotel inspection tour to sharpen insights of services and facilities, proposed renovation, fixing plans when feasible. Initiated and processed renovations of the Front Desk, Lobby Grand Sofas and the Club Lounge desk, etc. to enhance their utilities.• Recognized as the training champion; introduced case study in daily briefings; executed monthly training with skills refresher, rehabilitated staff and hotel membership selling techniques. • Generated daily package report, occupancy forecasts, incidental report etc.Duty Manager – Hotel pre-opening 2011 – 2013• Assisted the department head to conduct rooms, facilities inspection and handover from conductors, warranted 100% quality and quantity of products received.• Trained the SOPs, service empowerment guidelines, cashiering... In addition, coaching every stage of the guest experience journey to all Front Office new-hired staff.• Controlled the day-to-day Front Office operations: guest service, feedback management, Front of House workflow, rostering, room inventory control, cashiering assistant, office supplies etc. • Cultivated quality relationship with guests and colleagues to earn their loyalty and elevate the cooperation among co-workers to achieve the hotel common goals.

New World Saigon Hotel

Among about 50 candidates, selected as one of the 5 Marriott J-1 Future Management Trainee- 6 months operational: Front Office, Restaurants, Banquet, Housekeeping, Laundry, Engineer- 6 months administrative: Finance, HR exposure, Sale & Marketing, Revenue Management- 6 months specialization in Front Office, focused on Operator section: training new hires, rostering, ensuring daily operations went beyond the guidelines and guests’ expectation.

Ho Chi Minh City Metropolitan Area

Answer phone calls, guest requests and deal with complaints (served with "One Stop Shop" manner). Monitoring PABX system, taking In-room Dining orders through POS system.

Diploma Of Education, Hospitality Administration/Management

Bachelor Of Arts - Ba, English Language And Literature, General