HOTEL MANAGER tại HOTEL GROUP (LINH TRADING AND SERVICES COMPANY LIMITED)

2/2002 → 9/2004 (2 năm 7 tháng)

Hồ Chí Minh City

Operating well the hotel properties include Linh Hotel; Bach Dang Hotel; Thang Long Hotel; Kim Long Hotel; Bao Chau Hotel. =====MAIN DUTIES===== - Operate the preparation and update of the F.O department Operation Manual. - Submit all guest / employees incident reports. - Ensure that all F.O employees deliver the brand promise and provide exceptional guest service at all times. - Greeting and checking-in VIPs and long stay, loyal guests. - Ensure that all F.O members are familiar with the hotel product and services. - Ensure that all F.O teams are aware of current promotions, policies and any other important information. - Assist to implement consistent guest recognition and maintain a relevant guest history database. - Handle all complaints and inquiries in a courteous and efficient manner and follow through to make sure problems are resolved satisfactorily. - Personally and frequently verify that guests are receiving the best possible service during check in and check out. - Liaises and organizes with the Housekeeping Department that the established cleaning schedule and arrival are strictly adhered to. - Ensure that employees work in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of the hotel guests. - Works closely with other management personnel in a supportive and flexible manner. - Administrative and human resources tasks - Daily reporting to Managing Director - Discussing with the Management board on room rate, revenue and services, promotion policy for key markets at each season. - Keeping in touch with international booking online systems by updating the information on extranet.  Promoted as Managing Director of Thang Long Kymca Hotel Co., Ltd from September 2004

FRONT OFFICE MANAGER tại Lavender Boutique Saigon Hotel

5/2015 → 3/2016 (9 tháng)

Hồ Chí Minh City

LAVENDER HOTELS & RESORTS www.lavenderhotel.com.vn POSITION: FRONT OFFICE MANAGER ===== MAIN DUTIES===== Manage and control the three Front Offices of the hotels within the Lavender Group including: 1/ LAVENDER BOUTIQUE HOTEL is ranked as a 4 star Hotel on Ly Tu Trong Street, District 1, HCMC, VN), offer 98 rooms including Suites, Executive, Premier and Deluxe 2/ LAVENDER CENTRAL HOTEL is highly located in the heart of District 1, very close to Ben Thanh Market and most of the convenient places. The 3 star Hotel situated on Le Thanh Ton, District 1, HCMC, VN) kindly offer 74 international standard rooms and Suite 3/ XUAN LOC HOTEL (the 3 star hotel on Le Anh Xuan Street, District 1, HCMC, VN) kindly offer 70 rooms which can meet different demand of accommodation for guests’ both leisure and business purpose from Standard, Superior, Deluxe and Suites. ===== RESPONSIBILITY===== - Manage and monitor daily activities of all employees in the Front Office Department to make sure that they keep and follow up strictly the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, training and correcting where needed. - Maintain a professional and high quality service at all times. - Deal with complaints, problem solving, disturbances, special requests and any other issues that may arise. - Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodations and make sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate. - Undertake full responsibility for managing operating expenses and purchasing for the department. Set Front Office Budget, monitor Profit & Loss and cash handling throughout the year. - Supervise upsell program at the Front Office and work as part of the Yield Management team to try and maximize revenue for the hotel. - Work closely with the Housekeeping Department to improve guest services - Hold a brief meeting, weekly or quarterly or monthly department meetings to keep staff informed of all activities in the hotel, reinforcing Standards of Excellence and promoting a strong team atmosphere and culture. - Be aware and be able to enforce all fire life safety procedures. Ensure staff is fully trained in emergency procedures. - Perform other duties as requested by GM and the management. - Coordinate daily activities with hotel management team on a daily basis

MANAGING DIRECTOR tại THANG LONG KYMCA HOTELS

9/2004 → 7/2007 (2 năm 9 tháng)

HO CHI MINH CITY

THANG LONG KYMCA HOTEL GROUP (invested by a small group of Japanese businessmen) Position: MANAGING DIRECTOR Thang Long Kymca Hotel Co., Ltd. was renamed from Linh Trading and Services Co., Ltd in September 2004. It was a private company specializing in Hotels and Tours. The company head office was located at Thang Long Hotel in 48 Mac Thi Buoi St., District 1, HCMC, VietNam. The Hotel properties run by the Thang Long Kymca group including: - LINH Hotel (16 Mac Thi Buoi street/DONG KHOI AREA, District 1,HCMC) - BACH DANG Hotel (33 Mac Thi Buoi street/DONG KHOI AREA, District 1,HCMC) - THANG LONG Hotel (48 Mac Thi Buoi street/DONG KHOI AREA, District 1,HCMC) - KIM LONG Hotel (58 Mac Thi Buoi street/DONG KHOI AREA, District 1,HCMC) - BAO CHAU Hotel (256 Nguyen Thi Minh Khai, District 3/TAO DAN PARK AREA, HCMC) =====OBJECTIVES===== - Actively participate as a team leader toward the completion of goals, taking actions that build productive team relationships and result in high quality team output; work and cooperates effectively with others to attain team objectives; - Focus on improving business performance by understanding the financial implications of decisions and taking action to improve work processes; - Create and communicate a desired future state for the organization, is able to articulate to others what the vision for the organization looks like and communicates clear strategies for moving toward that vision. - Provide people with opportunities to develop new skills, carry out challenging assignments, and accept new responsibilities while ensuring a talent base necessary to meet organizational needs; Based on functional knowledge and in-depth business perspective, is able to anticipate emerging and future customer, marketplace and competitive trends accurately; - Create breakthrough strategies to proactively address impending challenges and capitalize on opportunities; - Demonstrate an ability to assess the impact of short-term decisions on the longer term business goals. ===== MAIN DUTIES===== - Daily hands on review of the total operation - Hold daily operating review meetings with division heads and key department heads - Handle Human Resources personnel issues to include discussion of options/needs assessment - Participate in the Department head update meeting discussing specific business needs for the upcoming week and interdepartmental communications and problem solving - Responsible for group rooms pre-sell review and rooms merchandising decisions with goal setting and risk assessment - Handle the short term financial outlook - payroll control, cash distributions, receivables, payables, revenue position against plan - Responsible for the divisional progress review while determining rooms impact and engineering concerns - Responsible for marketing review, preparation, and presentation - Attend Management Meetings - Provide oversight to all marketing activities - Develop Marketing action plan - Responsible for the business development, review and adjust by the actual status - Prepare Annual budget - Business plan development

GENERAL MANAGER tại BIZU HOTELS (BIZU ADVERTISING & TRADING COMPANY LIMITED)

4/2008 → 2/2014 (5 năm 10 tháng)

HO CHI MINH CITY

Managing the Saigon Mini Hotel Group (146 rooms). Hotel properties run by the Saigon Mini Hotel Group: o SAIGON MINI HOTEL 1 (on CONG QUYNH ST., DIST. 1) o SAIGON MINI HOTEL 2 (on CONG QUYNH ST., DIST. 1) o SAIGON MINI HOTEL 3 (on CONG QUYNH ST., DIST. 1) o SAIGON MINI HOTEL 5 (on BUI VIEN ST., DIST. 1) o SAIGON MINI HOTEL 6 (on BUI VIEN ST., DIST. 1) o SAIGON MINI HOTEL 7 – now renamed BIZU BOUTIQUE HOTEL on (CAO TRIEU PHAT ST., PHU MY HUNG, DIST. 7) =====OBJECTIVES===== - Analyze business results and work with the BOM to develop an effective strategy. - Make key decisions and oversee execution, remove obstacles to success and ensure adequate resources are available to achieve business results. - Establish relationships with customers, understand group needs and set and manage expectations. - Set goals and expectations for direct reports using the performance review process and hold staff accountable for successful performance. - Utilize an “open mind – being sensitive to human relations and guest satisfaction. Attentive to details and focus on development of employees” policy and reviews associate satisfaction results to identify and address associate problems or concerns. Ensures associates are treated fairly and equitably. - Communicate the changes and potential revenue opportunities to BOM. - Review financial reports and statements to determine how the business unit is performing against budget. Strive to maintain profit margins without compromising guest or associate satisfaction. ===== Main duties at each hotel member within the group===== - Support the BOM to choose the leased property or building for expanding business. - Make a Business plan for the new acquisition hotel: ++ Market segmentation ++ Planning for room rates, room type at each point of the business, each season, year ++ Planning Promotion program ++ Staffing, training ++… - Set up each new property and push it into operation (from conception till completion) - Maintain the standardized service to ensure the guests satisfaction during stay - Set targets for each department monthly, quarterly, yearly - Personnel Management: - Appraising Staff performance by KPI (key performance indicator), MBO (management by objectives), MBP (management by process) - Recruiting, Training, promoting… - Improving the internal operation process - Running the daily operation at each hotel’s department - Sales and Marketing: Online and Offline - Customer service tasks: to ensure the staff to be well trained in customer service skills. Push up the staff to follow up the Set Keywords to commit the quality service to guests: # Smiling / Sincerity / Safety / Super Clean / Soft price - Daily checklist: o Ensuring that staff in charge do well the responsibility: customer service staff, receptionist, concierge, security, restaurant, admin, housekeeping, maintenance, IT o Briefing, meeting with the BOM, staff within associates o Interviewing new employees, training… o Welcoming and greeting guest: group, VIP, repeat guest, long-term stay guest… o Listening to guests’ comments, complain, ideas for contribution o Checking rooms and guests’ area and internal places to ensure the quality of sanitary o Meeting with the officers of local government o Selling rooms online and offline o Receiving and answering the incoming emails, letters… o Response to feedback which the guests posted on the TRIPADVISOR, Booking Online sites o Doing the assignments from the CEO o … To ensure that the total operation of the hotel is maintained on a daily basis and that the needs of the owner, employees and customers are met.

GENERAL MANAGER tại TTC GROUP/ TTC HOSPITALITY (ttchospitality.vn)

8/2016 → 4/2020 (3 năm 8 tháng)

HO CHI MINH CITY

1/ TTC DELUXE AIRPORT HOTEL (315 HOÀNG VĂN THỤ, WARD 2, TÂN BÌNH DIST. HCMC) - honor to receive great awards "Top Ten 3 Star Hotel in HCMC" from HCMC Tourism Department; and "Top Ten 3 Star Hotel in VietNam" from Vietnam National Administration of Tourism. 2/ TTC DELUXE SAIGON HOTEL (20-24 ĐÔNG DU, BẾN NGHÉ WARD, DIST. 1, HCMC) 3/ TTC DELUXE TAN BINH HOTEL (489 LÝ THƯỜNG KIỆT, WARD 8, TÂN BÌNH DIST. HCMC) - honor to receive great awards "Top Ten 3 Star Hotel in HCMC" from HCMC Tourism Department; RESPONSIBILITIES: 1. Employee management: - Suggested positions for the hotel. - Participate in the selection and training of new staff. - Organize and supervise staff in accordance with the hotel's professional procedures. - Evaluation of training and probation results. - Check the work schedule from the parts sent and adjust depending on the business situation of the unit. - Coordinate with the Human Resources Department to carry out the personnel transfer in units and companies under the direction of the Director. - Evaluate the results of the work and capacity of the staff periodically. - Coordinate the implementation of rights and obligations of employees in accordance with the regulations of the Company. 2. Financial management: - Deploying and taking responsibility for the implementation of the business plan at the unit. - Check the implementation of turnover, daily expenses on business results periodically at the unit - Coordinating, solving problems related to sales turnover, expenses ... with related departments. 3. Management of goods and property - Directly approve the TS-CCDC procurement proposal related to the sub-department. - To directly check and sign for certification of ex-warehousing and warehousing bills. - Monitoring the number of tools and equipment monthly, the General Manager for the amount of damage, loss, to take measures - Coordinate the inspection of the maintenance and conservation of assets and tools at the unit. 4. Handling complaints of guests - Responsible for handling complaints from customers - Coordinate with departments, departments and units to timely resolve problems and complaints of customers, ensuring satisfaction when guests use the service at the hotel. - Report to the Director on matters arising outside the authority and performance. 5. Sales Management - Coordinate with related departments and departments to solve issues that are approved by the Director - Deploy and inspect the sale of services at the unit in accordance with the business policy of the company 6. Running the job - Resolve related issues daily - Mobilize staff to do the work - Organize a briefing session to guide, communicate to staff and associates - Organize the implementation according to the requirements and instructions of the General Director. - Develop a monthly and weekly work plan for the hotel and organize the implementation - Coordinate with other departments to do the job 7. Service standards management - Organize the monitoring mechanism and directly supervise the implementation according to the standards and procedures of the hotel - Report the results of the periodic business to the General Director - Proposing improvements to the issues related to the hotel's service standards

GM of the years

12/2019

1/ TTC Deluxe Airport: Top ten three stars hotel in HCMC 2/ TTC Deluxe Tân Bình: Top ten three stars hotel in HCMC 3/ GM of the year 2017: Good 4/ GM of the year 2018: Excellent 5/ Hotel of the year 2017: TTC Deluxe Saigon/ Excellent Hotel 6/ Hotel of the year 2018: TTC Deluxe Tân Bình/ Excellent Hotel