Ritchie Pham Email & Phone Number

Vancouver, British Columbia, Canada

Operate telephone switchboard stations in order to answer telephone calls.● Process guest requests for wake up calls, screening calls, and otherrequests related to placing or receiving telephone calls● Advise guests of any messages (e. g., voicemail, mail, faxes) received forthem, and send to room if required.● Answer, record, and process all guest calls, requests, questions, orconcerns.● Log all guest requests or issues into the computer, contact… Show more Operate telephone switchboard stations in order to answer telephone calls.● Process guest requests for wake up calls, screening calls, and otherrequests related to placing or receiving telephone calls● Advise guests of any messages (e. g., voicemail, mail, faxes) received forthem, and send to room if required.● Answer, record, and process all guest calls, requests, questions, orconcerns.● Log all guest requests or issues into the computer, contact appropriateindividuals or department.and follow up with guests to ensure their requesthas been met to their satisfaction.● Managing and monitoring incoming and inhouse reservations. includingtake advantage deposit payment, cancellation or refund to guestreservation.● Monitoring all the daily reports to ensure all third party booking bills arecorrectly channel. Fixing the reservation account to update the rate.● Setting up amenity for Ambassador Hotel Guests and coordinating with inroom dining to assist guests with in room dining.● Setting up promotion package for guest arriving ( gift cards, point cards,amenity)● Respond and monitor all hotel guest chat requests including log in system,coordinate with the Housekeeping and Engineering department to deliver service. Show less

Bangkok Thailand

Evaluated assigned team members and prepared relevant performance reviews. Developed team members through one-on-one coaching and escalated call management . Trained and coached team members in specifics related to customer experience.Manage employee concerns regarding attendance and conduct, and deliver appropriate corrective action. Facilitated weekly team meetings to discuss goals, successes and areas for improvement. Trained new employees on process to promote… Show more Evaluated assigned team members and prepared relevant performance reviews. Developed team members through one-on-one coaching and escalated call management . Trained and coached team members in specifics related to customer experience.Manage employee concerns regarding attendance and conduct, and deliver appropriate corrective action. Facilitated weekly team meetings to discuss goals, successes and areas for improvement. Trained new employees on process to promote productivity team- wide. Improved call management database by frequently changing and updating customer contact information. Maintained strong call control and quickly worked through scripts to address problems. Show less

Changi Airport, Singapore

Responded promptly to customer service calls and inquiries from a diverse group of individuals. Identified issues and determined when to appropriately escalate. Collected customer feedback and made process changes to exceed customer satisfaction goals. Developed marketing plans to assist in growing business opportunities. Maintained a pleasant and cordial attitude, remaining calm when issues arose. Organized customer databases and records.Followed up with warm leads to… Show more Responded promptly to customer service calls and inquiries from a diverse group of individuals. Identified issues and determined when to appropriately escalate. Collected customer feedback and made process changes to exceed customer satisfaction goals. Developed marketing plans to assist in growing business opportunities. Maintained a pleasant and cordial attitude, remaining calm when issues arose. Organized customer databases and records.Followed up with warm leads to drive deals to completion. Oriented and mentored new staff members in job duties and corporate procedures. Show less

Bachelor Of Arts (B.A.), Hospitality Management

➢ Introduction to Contemporary Challenges in Tourism Industry. ➢ Customer Care and Management. ➢ Marketing Strategies. ➢ Entrepreneurial.

Diploma In Internarional Hotel Management, Hospitality Administration/Management

➢ Introduction to Tourism & Hospitality. ➢ Service Quality Management. ➢ Business Communication. ➢ Tourism Operation Management. ➢ Global.