Huỳnh Thanh Trí
Customer Service Manager
Giới tính: Nam
Địa chỉ: Tay Thanh street, Tay Thanh Ward, Tan Phu District, HCM City, Vietnam
Thông tin cơ bản
Ngành nghề: Dịch vụ khách hàng, Khách sạn/Nhà hàng
Trình độ học vấn: Cử nhân
Ngày cập nhật: 08/06/2021
Hình thức làm việc: Toàn thời gian
Cấp bậc mong muốn: Trưởng nhóm
Mức lương mong muốn: Thương lượng
Mục tiêu nghề nghiệp
With over eight years of experience in F&B field, I would like to put my skills and work experience into work at here and contribute a small part to the growth of the company.
Moreover, I will cultivate, learn and accumulate experience to become a professional restaurant manager in the five next years. And became a top manager in CCustomer Seervice Manager for 7 years.
- Mong muốn tìm được chỗ làm ổn định lâu dài
- Mong muốn tìm được chỗ làm có cơ hội thăng tiến tốt
- Mong muốn tìm được chỗ làm có mức lương tốt
Kỹ năng bản thân
Work to be detailed, careful.
Willing to learn, listen to the others’ ideas.
- Kỹ năng tổ chức
- Kỹ năng giao tiếp
- Kỹ năng làm việc theo nhóm
- Giải quyết vấn đề
- Kỹ năng thuyết trình
- Lập kế hoạch
- Quản lý thời gian hiệu quả
- Dễ dàng thích nghi với môi trường mới
Kinh nghiệm làm việc
* From July/2019 to present: Customer Service Manager at CUC GACH Restaurant
Improve customer service experience, create engaged customers and facilitate organic growth.
Take ownership of customers issue and follow problems through to resolution.
Set a clear mission and deploy strategies focused towards that mission.
Develop service procedures, policies and standards.
Keep accurate records and document customer service actions and discussions.
Analyse statistics and compile accurate reports.
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
Keep ahead of industry’s developments and apply best practices to areas of improvement.
Control resources and utilise assets to achieve qualitative and quantitative targets.
Adhere to and manage the approved budget.
Maintain an orderly workflow according to priorities.
* From July/2012 to 05/2019: worked at SOFITEL PLAZA – ACCOR group.
From April/2018 to May/2019: managed S-Rooftop Pool Bar at Hotel.
Human Resource Management:
Proposal to recruit personnel positions in the department.
Participate in the selection of suitable staff and directly train new staffs to meet the requirements of working standards of departments / hotels and corporations.
Organize to evaluate the results of professional training and probation of new personnel.
Mobilize, arrange, arrange work schedule for staffs and urge staffs to follow the schedule.
Organize guidance and tutoring staff in accordance with professional standards of the department.
Perform monthly attendance for the department.
Periodically assess the performance of staffs.
Proposal for reward, discipline, transfer of work ...
Making decisions to resign from staffs.
Supervise and remind staffs to comply with the internal rules.
Encourage, motivate work for staffs
Ensuring staff benefits and health.
Submit to the superior's reflection
Understand the report of raw material costs and profits earned each day.
Develop plans and organize implementation according to the targets of assigned sales and profits.
Contact partners, suppliers to discuss and negotiate contracts related to operations in the department.
Participate in signing or canceling the contract under the assigned authority.
Proposing cost-saving solutions, promoting sales for the department.
Implementation of financial statements.
Directly monitor daily tip amount.
Service Quality Management
Monitoring activities based on standards, processes of the department.
Proposing solutions to improve parts.
Ensure safety and hygiene issues according to the standards of the group.
Ensure the standard of menu (drink / eat), meet customer requirements.
Summarize and report daily events to Manager.
Resolving incidents and complaints of customers.
Organize monitoring and evaluation of customer satisfaction.
Build and maintain relationships with patrons, make a beautiful impression in the eyes of customers.
Directly deal with customer complaints if employees cannot solve them
Management of Facilities, Goods, Property
Keep track of the number and quality of tools, tools and equipment monthly.
Explain to the Manager about the amount of damage and loss.
Plan for maintenance, repair, replacement of machinery and facilities.
Inventory and supplement of equipment and tools for the department.
Monitor the purchase of goods according to the minimum inventory norms
Business And Marketing
Deploy and check the use of hotel brand identity system according to the group's standards.
Keep track of VIP customers, loyal customers of the department and meet customers directly.
Organize promotional activities, event programs (events) according to the approved plan.
Coordinate to implement marketing programs of the department.
From July/2012 to March/ 2018: servicing department manager at Mezz Restaurant
Directly deal with customer complaints related to food.
Organize the monitoring and evaluation of customer satisfaction according to the process and standards of hotels and corporations.
Training for employees (C/L) how to approach customers when problems need to immediately report to management levels.
Monitor visitors, check the preparation of food with the department.
Record a table & set up a table.
Coordinate to implement marketing programs of restaurants.
Participate in all department meetings, report feedback from customers.
Organization supervises and directly supervises the implementation of the standards and guiding procedures of the restaurant.
Report the results of daily events to management levels.
Keep track of the number of monthly tools, assets, goods, explanations for restaurant managers, account for the amount of damage and loss.
Prepare a cancellation slip for damaged property.
Make a transfer slip when requested.
Học vấn bằng cấp
2008 - 2012: Graduated from the Faculty of Business Administration – Hospitality field of Van Hien University.
English: certificate B.
Complete the Accor Group's professional training courses:
Courses on: wine, spirits such as Whiskey, Gin, Vodka, Tequila.
Basic and advanced courses on Barista.
Professional service skills course at Sofitel via website: lobster ink.com.
Course of basic knowledge of Accor Plus Member.
Certificate of first aid on occupational safety.
Course on fire protection, ...
English: listening, speaking, reading and writing: excellent.
French: listening, speaking: elementary.
Computers: office, internet, outlook, restaurant management software.
Organization and planning skill.
Understanding and patience.
Listening and learning.
Customer Service and Training.