Area Director of Rooms tại Angsana Laguna

3/2023 → Hiện tại

Phuket, Thái Lan

• Overlooking Front Office, Housekeeping and Engineering in an area role. • Overlooking a total of 622 keys in 3 hotels: Angsana Laguna Phuket, Angsana Villas Resort & Spa and Laguna Holiday Club. • Headed closure of Angsana Villas Resort & Spa- managed refurbishment and handback to owners. • Headed conversion of Laguna Holiday Club into Homm Suites Laguna (79 keys) to be opened in November, 2023. • Overseeing corporate and property maintenance programs (VMP, VHP, RATS). • Recovery of Front Office & Housekeeping Standards after COVID. • Implementation of OPERA Cloud (switchover in 2nd week of October, 23). • Implementation of Easyway Guest Portal.

General Manager, 10/2022 to current , tại Hotel Pass Thurn by VAYA

10/2022 → 3/2023 (4 tháng)

MIttersill, Austria

• In charge of strategy and operations of a 60 keys alpine boutique skiing resort • Hired & trained team for winter season 22/23 • Closely worked with Revenue HQ and increased direct bookings by 700% YOY • Re-designed from scratch all F&B Offers to include vegan cuisine and drive profitability of Beverage Sales • Repositioned Hotel Bar to extended opening hours and attract increased walk-ins • Introduced All Day Dining • Increased F&B Revenue 300% YOY • Re-designed guest activities • Responsible business: Working with all departments to ensure adherence to local legislation in view of fire & safety • Tightly monitor purchasing to ensure cost effectiveness • Closely working with corporate finance control costs and drive profitability

Operations Manager tại Staycity Aparthotel Heidelberg

2/2022 → 10/2022 (7 tháng)

Heidelberg, Germany

• In charge of all operating departments: Front Office, Housekeeping, F&B (breakfast only) & Engineering • Established SOP’s & P&P’s for Front Office to comply with Brand Standards and local legislation • Developed Houskeeping procedures (outsourced) to pass brand standards audit • Implemented Maintenance System to achieve standards compliance • In charge of recruitment (no HR onsite), timekeeping and general • In charge of FB inventory & purchasing (all departments) • In co-operation with the General Manager partake in financial reporting (brand, authorities)

Operations Manager, 10/2021 to 02/2022 (seasonal role) tại Holzhotel Forsthofalm

10/2021 → 2/2022 (4 tháng)

Leogang, Austria

• Recruited from scratch the teams of Front Office and Reservations. • Revised existing processes to improve hotel efficiency. • Trained Front Office and Reservations teams in systems and processes. • Implemented digitalized in-room directory based on 'BetterSpace'

Director of Rooms (Pre-Opening) tại Wyndham Grand KN Paradise

5/2019 → 7/2021 (2 năm 2 tháng)

Cam Ranh, Khánh Hòa, Vietnam

• Oversaw Front Office, Housekeeping, Spa & Wellness, Kids’ Club and Security. • Recruited, onboarded and guided HODs for the above departments. • Oversaw development of standard operating procedures for these departments, in-line with local regulations and brand standards. • Established and procured all OS&E and parts of FF&E. • Assisted with establishing systems requirements, along with managing the contracting, set up, installation and configuration of OPERA, HandiGo, SARA, IpTV, CCTV & Security QR Code Systems. • Assisted with the creation of an operations budget for rooms for 20/21 at approximately (27% cost)during early Covid pandemic. • Headed takeover and set-up of Room Inventory (327 Rooms & 91 Villas). • Chaired weekly HOD meetings. • Headed up operations and communication, in absence of the GM. • Developed concept and positioning statement of KN VIP Beach Club. • Headed takeover and soft opening of KN VIP Beach Club, in conjunction with relevant HODs

Rooms Division Manager, 05/2018 to 12/2018 tại Wyndham Seapearl Phuket Resort

5/2018 → 12/2018 (7 tháng)

Patong Beach, Phuket, Thailand

• Oversaw Front Office, Housekeeping and Engineering departments. • Re-organized Front Office operations to align with Wyndham brand standards, operating policies and procedures. • Regularly inspected rooms and monitored housekeeping standards. • Upheld high standards for customer service and led by example. • Created monthly reports on guest feedback, and summarized into an action plan for HODs and GM. • Assisted GM in creating operations budget and CAPEX for Rooms, Front Office, Housekeeping & Engineering. • Budgeted & contracted suppliers for PM of Club Wyndham Asia inventory. • Headed QA Process on behalf of the Resort: passed 97%. • Budgeted & procured OS&E/FF&E for the main pool & Kids' Club refurbishments. • Assisted with re-positioning the facility as an experience resort, based around a Beach Club-style setting.

Resort Manager tại Holiday Inn Resort Ao Nhang

2/2017 → 3/2018 (1 năm )

Ao Nang, Thailand

• Responsible for overseeing all operating departments. • Headed all operations in absence of the General Manager. • Managed refurbishment of 75 guest rooms & Italian beach-front restaurant. • Assisted with establishing pop-up outlets to retain revenue. • Led daily operations catch-up to follow up on pending issues and timelines relating to guest satisfaction and inventory optimization. • Held weekly reviews with all HODs to develop procedures for raising guest experience scores. • Led weekly operations meetings with all HODs. • Carried out statistical incident analysis on a monthly basis. • Assisted FC and GM in establishing an operations budget • Weekly walk through with CE & EHK to establish maintenance/cleaning needs.

Front Office Manager tại Holiday Inn Resort Phuket

4/2013 → 2/2017 (3 năm 10 tháng)

Patong Beach, Phuket

• Responsible for Front Office, Spa and Activities/ Kids' Club. • Implemented processes to support service recovery/problem handling. • Introduced ILEAD Training for all associates and supervisors. Increased score from 63 to 87 within 12 months. • Member Recognition: Implemented cheat cards to facilitate program introduction in a multilingual environment. This was picked up as best practice and applied in properties across SEA and Australia. • Increased recognition score from 83 to 97 within 24 months. • Organized and led training for systems, processes, standards, loyalty program and service recovery. • Revised all SOPs for Front Office, Concierge and Business Centre. • Monitored strict compliance to required Standards of Operation. • Assisted EAM with PM program and creating operations budgets. • Handled a range of challenging guest interactions and incidents. • Analyzed Spa reporting to optimize promotions and operating hours. • Reviewed activities program in line with latest trends and guest mix. • Maintained accurate financial records by monitoring & addressing variances. • Hired, trained and supervised Front Office and Activities staff. • Implemented mentoring program to offer positive employee engagement. • Designated as Brand Standards Champion. • Conducted mock audits of other IHG Properties.

Various Hospitality Roles tại Various Hospitality Roles

5/2010 → 4/2013 (2 năm 11 tháng)

Austria, Nicaragua & Thailand

• Worked in both branded and non-branded hospitality settings. • Began with seasonal positions in Austrian Resort Tourism. • Progressed to internships within different resorts in Nicaragua. • Gained a position with Totoco Eco Lodge following my studies. • Eventually joined IHG as a Management Trainee, in Thailand. • Became familiar with all FOH and BOH aspects of hotel operations, with a focus on Front Office.

Pre-opening Director of Rooms for award-winning Wyndham Grand KN Paradise Cam Ranh

1/2019

Pre-opening Director of Rooms for award-winning Wyndham Grand KN Paradise Cam Ranh

Completed IHG Elevator Program, aimed at identifying potential future leaders

1/2016

Completed IHG Elevator Program, aimed at identifying potential future leaders (2016)

Re-banding of Crown Plaza Cape Panwa

1/2016

Front Office Task Force member: re-banding of Crown Plaza Cape Panwa, Phuket, Thailand (2016)

Nguyễn Thị Hà Trâm - Trưởng phòng Nhân sự

Wyndham Grand KN Paradise Cam Ranh

tramnguyen210890@gmail.com - 0979081026