Phuong Giselle Pham

About Phuong Giselle Pham

Hi, my name\'s Giselle - an innovative hotelier with over 3 years of experience across international hotel environments in Southeast Asia and the United States. Combining the Asian high touch with U.S. hands-on problem solving, I bring an authentic warmth with consistency and efficiency in guest services that drive loyalty engagement, thrive in fast-paced operations and facilitate multicultural teamwork. Currently developing my career in Front Office & Rooms Operations in USA, with a growing focus on cross-cultural communication, sales, high-volume control, service recovery and stress management - I will conclude my program in June and be available to start a new position from July 2026. Open for Hospitality opportunities worldwide and ready to relocate.Should our paths align, let\'s connect and discuss how I can bring value to your Rooms Operations team!

Experience

1. Guest Experience Expert

   Marriott International

   Jun 2025 — Present · Atlanta, GA, US

   Category: Premium City Conference Hotel - Scale: 1,663 rooms - Length: 01 Managed smooth front office operations for a 1,663-room hotel using FSPMS and GXP- Maintained high guest satisfaction in a high-volume, high-pressure environment, raise ITR and GSS to meet annual goals- Achieved 100% mock Marriott Brand Standard Audit scores monthly- Resolved daily guest complaints efficiently and calmly under stressful situations- Drove membership enrollment and upselling (over 60 enrollments and $4K incremental revenue for Q4)- Served as trainer for Front Office new hires- Cross-trained in Concierge Lounge and At Your Service (AYS office) call centers & runners to enhance guest experience and operational knowledge.

Education

• Foreign Trade University

  Bachelor's degree

• Thai Binh High School for the Gifted

  English Language