Duong Minh Do

Answer all calls directed to the Guest Services Desk. Assist the guests with questions and concerns, being the first point of contact between the guests and the hotel. Solve guest's issues and defects, offering compensation according to guidelines

Communications Associate at The Sheraton Vancouver Wall Centre (2021-07 – 2023-01)

• Answer all calls directed to the Guest Services Desk.
• Assist the guests with questions and concerns, being the first point of contact between the guests and the hotel.
• Solve guest's issues and defects, offering compensation according to guidelines
• Answer all calls using the guest's name and an established script. Assist guests with voicemail and messages.
• Direct all telephone calls to the appropriate destination (external and internal) in a timely, efficient and accurate manner.
• Follow wake-up call procedures to make sure every request is completed on time.
• Handle the tasks of the hotel communication centre involving using the radio system to relay messages to hotel staff in many departments.
• Deal with billing issues, process payments, and refund guests when approved by MODs.
• Execute emergency procedures and security procedures when needed.
• Assist the Front Office Team as required.
• Be able to operate efficiently and multi-task in an extremely busy environment.
• Be a team player but also be able to work independently.
• Help the Reservations Team to make, modify, and cancel reservations in certain situations.

Guest Service Agent/ Service Express Agent (Switchboard) at The Westin Toronto Airport Hotel (2019-01 – 2021-06)

• Check-in, Check-out, and ensure all guests have memorable experiences at the property.
• Do switchboard duties which include answering the guest's calls, handling guest complaints, taking room service orders, and providing exceptional service while maintaining professional manners and work ethics.
• Manage and modify reservations for the guests.
• Follow all regulations and protocols to make sure all guests have the safety they need during the stay.
• Be knowledgeable of LightSpeed PMS enough to assist the guests and other colleagues productively.

Hotel & Restaurant Management Program – Humber Institute of Technology & Advanced Learning (2018-01 – 2019-05)