General Manager tại Lifestyle Vietnam Limited Company/BIM Group

7/2019 → Hiện tại

Hồ Chí Minh, Việt Nam

• Managing a team of 80 + employees including multiple departments • Take charge of its overall budget & profitability and other functional areas include: memberships, enrollment fitness, safety aspects, staffing, training, supervising & overseeing the promotional activities to increase club memberships • Report budgetary needs to CEO • Increase renewals, member retention • Ensure all staffs adhere to policy • Recruit, hire, train, counsel, supervise and motivate development and discipline of staff • Hold daily accountability meetings with Membership Sales and Personal Training departments. Pushing for revenue daily • Perform quality inspection tasks such as: review daily activities and perform services quality checks, follow up with member's feedbacks or requests, reviewing content of CMS to ensure all data is correct and accurate • Partner with Marketing department to create and implement monthly marketing plan, club's activities and events • Drive customer service training and procedures as per company issued training schedule • Monitor daily activities of receptionists, maintenance, security and daily F&B • Audit club daily and follow up with maintenance to make sure all the facilities in order to serving members • Carry out maintenance and maintain club tours, ensuring hygiene and cleanliness according to company • Ensure promotions are accurate and merchandised to company's standards • Achieve Club efficiencies by proposing Policy and Procedural improvements

Area Member Service Manager tại California Management Group

6/2016 → 6/2019 (3 năm )

Hồ Chí Minh, Việt Nam

• Managing 8 Centers at HCM, Danang, Nha Trang, Can Tho, Bien Hoa, Vung Tau locations with over 150 employees • Recruting and training Member Service Skills for manager level in the company • Conducts staff meetings with assigned staff; inspects work of assigned staff; conducts employee performance evaluations as required; recommends employee actions, including performance improvements, discipline and salary adjustments; manages and approves time sheets, including overtime. • Managed the team members to ensure high motivation and provision of high quality service • Managed customer feedback effectively to ensure continuous service and program improvement • Developing a comprehensive training program which facilitates the growth of the team whilst also enhancing the members and guest experience • Providing support to the sales teams to maximize monthly revenue generation. Utilize the monthly club audits to ensure systems for contracts and payments are correctly followed. • Working with marketing departments to organise the activities and events in the centers to adding more value for members and guests • Investigates complaints and recommends corrective actions; develops notification letters and other public information materials; serves as liaison to user groups, clubs and other departments • Training & Development: Oversee a comprehensive training program across the entire department which facilitates team growth. • Succession Planning: Ensures an effective succession plan is in place to accommodate the growth of the team. Works with the management team to keep the succession plans current. • Budget Management: Ensure all operational areas operate within the budget guidelines and take action to minimize over spending’s • Forecasting and budgeting the revenues/expenses for the following year • Facilities Management: Ensure 5 star facilities are maintained by using the daily audit procedure. Coordinate with the facilities team for all repairs and maintenance which impact on clubs operations.

District Member Service Manager tại California Management Group

9/2014 → 5/2016 (1 năm 7 tháng)

Hồ Chí Minh, Việt Nam

• Managing 3 Centers at HCM city with 60+ employees • Training and developing team of employees to ensure adherence to highest level of customer service and efficient operation of the business • Lead the member service team to response to member feedback/complaints/problems • Ensure all centers operte using the correct systems and procedures so all member have a consistent experience. Constantly evaluate existing procedures and make adjustments as required. • Coordinate to the production of various member feedback reports and ensures the required follow up is do • Coordinate the various operational audits in each club and follow up to take action in problem areas • Oversee a comprehensive trainning program across the entire department which facilitates team growth. Ensure all new staff receive 26 week on boarding plan • Ensure all operation areas operate within the budget guidelines and take action to maximise over spends. Communicate budget requirement to the Area Member Service Manager • Ensure 5 star facilities are maintained by using the daily audit procedure. Coordinate with the facilities team for all repairs and maintained which impact on the club • Adhere to departmental cleaning and maintenance programs • Responsible for the safety of all guest services • Conducts staff meetings with assigned staff; inspects work of assigned staff; conducts employee performance evaluations as required; recommends employee actions, including performance improvements, discipline and salary adjustments; manages and approves time sheets, including overtime. • Investigates complaints and recommends corrective actions; develops notification letters and other public information materials; serves as liaison to user groups, clubs and other departments

Best Manager of the year

6/2015

Best manager award of CMG group