Guest Experience Expert / Departmental Trainer tại Marriott @ Atlanta Marriott Marquis

6/2025 → 6/2026 (1 năm )

Atlanta, Georgia, USA

Category: Premium City Conference Hotel - Scale: 1,663 rooms - Length: 01 year • Departmental Trainer for Front Office Department. • Manage frontline service operations for 1663 hotel rooms using FSPMS and GXP systems. • Coordinate daily rooms assignment and support shift closing / credit limit reports. • Maintain high GSS and ITR under high volume and pressure, achieve 100% Marriott Brand Standard Audit scores monthly. • Independently resolve guest complaints in very high-stress situations. • Top 5 enrolment (60 members) and Top 1 upselling ($4K incremental revenue) for Nov 25. • Support Rooms Control, Concierge Lounge and AYS call center office.

Guest Relations Officer / Departmental Trainer tại Accor @ Sofitel Legend Metropole Hanoi

2/2024 → 6/2025 (1 năm 4 tháng)

Ha Noi, Viet Nam

Category: Luxury Heritage City Hotel - Scale: 358 rooms - Length: 01 year 05 months • Departmental trainer for Guest Relations Department. • Deliver Leading Quality Assurance and Forbes-standard five-star service in Front Office operations using Opera Cloud, HotSOS and HubOS and maintain 93%+ internal audit score. • Rank in Top 8/105 for loyalty and membership performance. • Achieve record high 24 guest compliments per month for personalized services. • Upsell hotel products to maximize business revenue. • Cross-trained in Concierge to support premium guest services.

Human Resources Coordinator Trainee tại IHG @ InterContinental Hanoi Landmark72

4/2023 → 8/2023 (4 tháng)

Ha Noi, Viet Nam

Category: Luxury City Business Hotel - Scale: 500+ employees - Length: 04 months • Support HR operations for 1000+ employees and 250 trainees. • Execute recognition campaigns and internal communication. • Coordinate in 30+ events in operations, logistics, and MC with 350+ attendees.

Front Desk Agent tại Danly Hotel

1/2023 → 3/2023 (1 tháng)

Ha Noi, Viet Nam

Category: Select Service - Scale: 54 rooms - Length: 02 months (Part-time)

Front Office (FDA/GRO) Trainee tại Accor @ Premier Residences Phu Quoc Emerald Bay

6/2022 → 9/2022 (3 tháng)

Phu Quoc, Viet Nam

Category : Premium Beach Resort - Scale: 752 rooms - Length: 03 months • Handle daily operations of Front Desk, Bell Desk and Operators using Opera PMS (V5). • Oversee VIP profiles, property inspections, inventories and guest satisfaction. • Register loyalty memberships (15+ daily) and assist guest engagement.

Top Upseller @ Atlanta Marriott Marquis

11/2025

Upsell nearly $4K additional values

Sharon Plummer - Front Desk Manager

Atlanta Marriott Marquis

[email protected] - +1 (470) 663-5202