Tram Mai

Managed efficient check-in/check-out for individual and group reservations, providing guests with up-to-date park and shuttle hours, loyal guest benefits information, and personalized attraction recommendations. Coordinated multiple reservations and guest profiles simultaneously during high-volume family group arrivals and departures, maintaining accuracy and professionalism. Backfilled the Luggage Coordinator role as needed to maintain seamless daily operations.

Front Office Agent - Universal Terra Luna Resort - Orlando, FL

(2025-02 - 2025-10)

• Managed efficient check-in/check-out for individual and group reservations, providing guests with up-to-date park and shuttle hours, loyal guest benefits information, and personalized attraction recommendations.
• Coordinated multiple reservations and guest profiles simultaneously during high-volume family group arrivals and departures, maintaining accuracy and professionalism.
• Backfilled the Luggage Coordinator role as needed to maintain seamless daily operations.
• Volunteered for cross-property taskforce assignments at Universal Stella Nova Resort and Universal Helios Grand Hotel-a Loews Hotel during peak seasons.
• Resolved guest concerns proactively through effective service recovery, ensuring consistently high satisfaction.
• Partnered with management/Frequently requested by management on inventory management and front office supply restocking to support smooth daily operations.

Front Desk Associate - Marriott Orlando Airport Lakeside - Orlando, FL

(2022-02 - 2022-12)

• Performed smooth check-in and check-out processes.
• Promptly honored guests' Marriott Bonvoy membership and ensured guests received adequate tier benefits.
• Observant and patient to guests' needs; consistently provided courteous and professional service.
• Reviewed reservations and assigned rooms based on guest special requests, availability, and promotions.
• Responded quickly to incoming calls for room service and outside inquiries.
• Handled guest charges and collected payment via credit card and cash, following cash handling procedures.

Front Desk Intern – Resort Operations - Holiday Inn Club Vacations Oak N' Spruce Resort - South Lee, MA

(2021-05 - 2021-11)

• Created smooth check-in/check-out experiences, managed inventory, and collected payments.
• Initiated action for guest requests and provided follow-up calls to ensure expectations were met.
• Resolved guest issues promptly and implemented solutions to maintain or exceed expectations.
• Accurately collected and reported guest data through various software platforms with attention to security and detail.
• Compiled, prepared, sorted, copied, and filed records for Front Desk, Recreation Activities, and business transactions.

Client Services Intern - Square Experiential Communications - Ho Chi Minh City, Vietnam

(2019-06 - 2019-07)

• Responded to guest emails and call inquiries promptly.
• Assisted event coordinator with weekly site inspections.
• Recapped and presented client proposals to the event team using word processing, spreadsheet, and presentation software.
• Researched project information and reported findings to supervisors in a timely manner.

Dining Services Attendant - 63' South – University of Central Florida - Orlando, FL

(2018-11 - 2019-04)

• Worked in multiple food stations and back-of-the-house roles.
• Ensured guest orders, dietary restrictions, and special needs were handled promptly.
• Maintained restaurant cleanliness throughout the day, including post-closing duties.

Master of Science - Hospitality and Tourism Management - University of Central Florida (2023-01 - 2024-12)

Bachelor of Science - Event Management - University of Central Florida (2017-08 - 2021-12)