Mai Anh Nguyen

Seeking a position as Senior Manager in Hospitality industry, in which I can apply my intimate knowledge and ten-year professional experience in Hospitality as well as my outstanding skills such as English skills, office management skills, leadership, creativity, communication skills and customer service skills with a view to contributing to all Department's efficient operation and the Hotel's general development.

In terms of education background, my specialization is Business Administration at Hanoi Tourism College.

* Main responsibilities: - Implement the Retreat strategy across all operational departments; - To support and implement all corporate programs and guidelines; - Actively support the development, training, and mentoring of team members; - Recruit, interview, hire, train, coach, evaluate, reward, discipline, and when necessary, terminate employees; - Manage quality improvement process in areas of customer service and team member satisfaction; - Demonstrate leadership by example; - Manage revenue-generating services; - Motivate and build a working environment in which team members are productive and innovative; - Identify and lead positive public relations and teamwork opportunities; - Work cooperatively with clients, facility staff, physicians, consultants, vendors, and other service providers; - Establish, measure, monitor, and evaluate process policies and procedures; - Use problem-solving methodology for decision-making and follow-up; - Develop a business plan and evaluate business trends to modify strategies; - Interpret, analyze, and manage the budget to meet business objectives; - Provides constructive coaching and counseling to team members; - Develop and train department heads to fully understand and effectively perform their job; - Be in charge of the Retreat in absence of the General Manager according to the given authorization. Perform other duties as assigned by General Manager. *Achievements and skills gained: - Improve customer service quality, and increase the rating on Social Media from 4.0 to 4.3 stars, from September 2022 to November 2022; - Welcoming and excellently serving more than 100 athletes participating in the 5th Vietnam Jungle Marathon - 2022 by TOPAS TRAVEL at PuLuong - Thanh Hoa Province in October 2022; - Accompanying the business situation of the Retreat before Winter Vacation to save costs by 32% in the third quarter of 2022.

* Main responsibilities: - Responsible for the daily operations of food-service department according to facility policy and procedures & federal/state regulations; - Provides leadership and guidance to ensure that food quality, safety standards, and client expectations are satisfactorily met; - Maintains records of department personnel, income and expenditures, food, supplies, inventory levels, and equipment; - Recruit, interview, hire, train, coach, evaluate, reward, discipline, and when necessary, terminate employees; - Develop work schedules to ensure adequate staff to cover each shift; - Create and monitor budgets for a cost-effective program; - Manage revenue generating services; - Format information for internal and external communication - memos, emails, presentations, reports; - Justify improvements in the department design and layout; - Work cooperatively with clients, facility staff, physicians, consultants, vendors, and other service providers; - Specify standards and procedures for preparing food; - Inspect meals and assure that standards for appearance, palatability, temperature, and servings times are met; - Prepare cleaning schedules and maintain equipment to ensure food safety. *Achievements and skills gained: - Contributing to improving and optimizing human resources operations up to 38% from November 2021 to May 2022; - Accompanying the business situation of the hotel during the covid period to save cost at 36% as the second quarter of 2022; - Accompanying Culinary Department and Lotte Hanoi Hotel has contributed to the successful organization of Seagame 31st in May 2022.

* Main responsibilities: - Act as the point of contact among executives, employees, clients and other external partners; -Manage information flow in a timely and accurate manner; - Manage executives’ calendars and set up meetings; - Make travel and accommodation arrangements; - Rack daily expenses and prepare weekly, monthly or quarterly reports; - Oversee the performance of other clerical staff; - Act as an office manager by keeping up with office supply inventory; - Format information for internal and external communication - memos, emails, presentations, reports; - Take minutes during meetings; - Screen and direct phone calls and distribute correspondence; - Organize and maintain the office filing system. *Achievements and skills gained: - Promoting and supporting the completion of the internal operating system and expansion of P'apiu Resort's operation scale; - Participate in supporting all the staff training according to high-standards service; -Taking care of customers through fanpage and improving service quality; - Participated in building and completing Wedding Plan 2021 for P'apiu Resort in Aug/2021. - Associating and supporting P'apiu Resort in receiving Travelife's certificate from August to November 2021.

* Main responsibilities : - Manage the operations of the bar to include: . Manage the day-to-day relationship with the café manager; . Negotiate supplier contracts; . Manage inventory, match stock and consumables to invoices, and order supplies; . Manage budgets and set goals; . Hire and train staff to provide excellent customer service to patrons while managing labor costs; . Create effective schedules; . Set and enforce quality and portion controls; . Follow all cash management, POS reporting and opening and closing responsibilities; . Manage the venue in compliance with liquor license and maintain licensing requirements; . Meet with Managing Director regularly to plan and review Café/Bar Operations. . Manage the vibe and customer experience: . Fine-tune the bar menu and with the café vendor on the food menu; . Work with diverse personalities both on the staff and patrons; . Diffuse tense situations between patrons or staff members; . Prevent possible safety or legal issues; . Maintain a fun, safe atmosphere for patrons. - Promote the bar and café within the overall arts hub experience : . Plan and take part in promotional events related to the bar and food program; . Participate in planning team to solicit and promote business through advertising and developing relationships with local businesses, schools, etc; . Consult with customers to determine objectives and requirements for happy hours and events; . Develop and maintain an updated and detailed price sheet of all billable products and services that accurately reflects today’s costs and the company’s profit objectives; . Work with Operations Lead and/or Café to document final arrangements with clients and implement successful events. *Achievements and skills gained: - Contributed to a 16% excess of the coffee lounge's target revenue in March/2021 thanks to effective implementation of business strategies and HR management.

* Main responsibilities : - Directs front office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests’s needs; - Participates in the development, implementation and review of the policies, procedures, practices and standards; - Selects, trains, develops, schedules and manages the performance of direct subordinates to ensure the efficient running of front office operations. (together with the FOM); - Maximizes hotel revenue by controlling room inventory, group blocking, packages and reinforcing the late charge policy to maximize REVPAR; - Maintains high visibility during peak period in order to ensure smooth running of operations, promotes good public relations, takes corrective actions and handles customers’ complaints to ensure their satisfaction; - Assists in greeting VIP guests in absence of the FOM upon their arrival and escorts them to their room. Establishes good rapport and offers assistance for the length of their stay; - Coordinates front office duties with various departments such as Executive Office, Housekeeping, Sales and Marketing, Engineering and Security to ensure that all guests are given friendly and caring service from their arrival until their departure according to High Standards in a safe and secure environment; - Identifies training needs, plans training activities and oversees their implementation for all front office sections. Follows up to ensure compliance and efficiency of training activities; - Keeps abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all front office staff are able to answer guest requests and questions; - Accomplishes a set of administrative duties such as leading and attending meeting, writing reports and memos and other specific duties related to the job function.Carry out other tasks as directed by Front Office Manager. *Achievements and skills gained: - Develop and propose Front Office Department business strategies that create operational adaptness and attract customers at the time of reopening the hotel after the Covid-19 pandemic. For example: + Set up the new program:

Project Pre-opening * Main responsibilities : - Take full responsibility for the business performance of the restaurant & bar and the social image on all social media platforms; - Analyze and plan restaurant sales levels and profitability by implementing new strategies with local demographic consumer base; - Organize marketing activities, such as promotional events and discount schemes to drive top line revenue; - Prepare reports at the end of the shift/week, including staff control, food control and sales, guest database & feedback; - Full customer relationship management; - Create and execute plans for the recruiting, training staff; and developing staff's strengths. *Achievements and skills gained: - Develop and propose Food and Beverage Department business strategies that create operational adaptness and attract customers at the time of reopening the hotel after the Covid-19 pandemic. - Success in the construction of efficiency and attracting the clients, specifically increasing 22% of interaction on the online sales platform in November/2020.

* Main responsibilities : - Hired, trained, and supervised restaurant employees to ensure service quality and operating standards; - Tracked stock levels of food, supplies, and equipment, forecast needs, and oversee ordering as necessary; - Took ownership of budgets and cost control methods to minimize expenses; - Addressed customers' needs, comments, and complaints; - Processed payroll, maintained all relevant records, and reported on financial performance, inventory, and personnel; - Coordinated with the company's Board of Management in developing, implementing, and managing business strategies as well as Sales & Marketing programs of chain restaurants. * Achievements and skills gained: - Contributed to a 14% excess of the restaurant's target revenue in June /2020 thanks to effective implementation of business strategies and HR management; - Maintained to continue 8% excess of the avarage revenue growth in August/2020 during Covid-19 period through methods of cost saving about 40% (related to supplies, facilities, HR coordination, Sales strategies, etc.). https://www.facebook.com/donchickenhamnghi

Secretary of Food & Beverage Department - Assistant of FBD * Main responsibilities : - Support the Director to check overall all the service quality of all F&B outlets in the hotel according to daily check list and ensure good hygiene before guests arrive; - Translated and prepared necessary materials and documents for departmental sections, participated in departmental meetings and composed minutes; - Prepared monthly reports of Department and PowerPoint presentation for monthly meetings; - Collaborated with F&B Director and Marketing team in developing and implementing F&B promotional plans, Menu or programs; - Conducted intensive market and competitor research and report to F&B Director; - Assisted in F&B-related budget forecast and making relevant financial reports (revenue analysis, profits and lost, costing ...); - Proposed and coordinated effective Human Resources management and leadership training activities of the department. * Achievements and skills gained: -Thorough knowledge of customer service, office management and basic bookkeeping procedures; - Made positive contributions to the department's effective operation as well as F&B campaigns; - Contributed to an increase of 3 billion VND in the revenue target for the hotel's 2019 Mooncake season; - Improved administrative,problem sloving, planning, training, operational observation skills and decision-making skills, good teamwork ability to create cohesion among the members of the department; - Good negotiation skills, contract agreement, strong communication and pasionate with hospitality.

Restaurant Captain * Main responsibilities : - Monitored and ensured the restaurant's smooth and professional F&B service operations; - Organized duty roster of service staff; - Assisted in the restaurant's cost control, inventory, and staff training; - Maintained the hotel's brand standards and SOP for quality; - Proposed innovative ideas for improving customer service quality and boosting sales of the restaurant; - Addressing guests' requirements and problems in a professional and hospitable manner. * Achievements and skills gained: - Reward

* Main responsibilities : - Took customer orders and delivering food and beverages; - Provided guests with excellent service to ensure their satisfaction; - Presented menu, answered questions and made suggestions regarding food and beverage; - Applied positive suggestive sales approach to guide guests; - Checked dishes and kitchenware for cleanliness and presentation and reported any problems; - Deliver checks and collect bill payments. * Achievements and skills gained: - Contributed to smooth operation and high-quality customer service of the restaurant; - Reward