NGUYỄN THANH HẢI

Leverage my 10+ years of hospitality management experience in operations supervision, customer satisfaction, staff development, and hotel insight in budgeting, organizing, and operational processes.
I combine a detail-oriented, results-driven approach with a commitment to delivering tailor-made service. Fostering genuine hospitality in the workplace, building strong internal relationships within the team, maintaining a short- to medium-term business vision, and driving positive yields are essential pillars of my approach.

Second-upper class | CGPA 3.37

- Implemented internal auditing framework and inventory control; collaborated with Corporate Office’s and properties’ Chief Accountant in analyzing P&L reports and annual operating budgets.
- Oversaw full asset lifecycle for portfolio properties, steering development and upgrades while synchronizing efforts with BOD, ExCom, and operations teams to maximize capital efficiency.
- Established standardized service excellence by crafting three training modules that instilled guest-centric and service-driven mindsets, fully aligning with MHS core values.
- Executed the 5-star classification process for Mandala Retreats Kim Boi, ensuring compliance and audit readiness across operations, facilities, and service standards.
- Coordinated cross-functional divisions incl. Project Mgmt., Design & Concept, Construction, and Procurement in execution of upcoming projects (i.e.: Mandala Kim Boi Phase II, PVF Hotel)

- Oversaw daily hotel operations across all of service departments, maintenance & engineering, and on-site Sales v Revenues activities.
- Developed and implemented operational policies and procedures; prepared operational reports for management review.
- Monitored budgets, controlled operating costs, and optimized in-house revenue, aligning KPIs between operator and owners. By 2024, drove ADR up 15%, RevPAR 12%, and GOP 8% over 2023.
- Boosted guest satisfaction scores and internal audit ratings by deploying the CDP platform and championing customer experience initiatives, maintaining a Top 20 Da Nang rank.
- Led in-house training and engagement programs that improved workplace culture, ranking the team in the Top 3 across all Fusion Group properties.

- Supervised 42 fully furnished villas organized for time-share lodging service under the management of Nova Service Group and B.A.M.
- Acted as primary transition and facilities management authority during the estate handover protocol, ensuring rigorous adherence to contractual terms.
- Established comprehensive SOPs, service benchmarks, and operating protocols for the pre-opening phases to facilitate seamless operational readiness.
- Partnered strategically with external stakeholders to develop and administer trial programs, aligning logistical execution with broader organizational objectives.

- Directed daily service performance of the residential management board in customer service, safety & security, asset and facility management, maintenance & engineering, and outsourcing vendors.
- Monitored financial expenses in alignment with budgets, enforced stringent property safety policies, emergency response protocols, and regulatory compliance measures.
- Acted as primary transition and facilities management authority during the estate handover protocol, ensuring rigorous adherence to contractual terms. Established comprehensive SOPs, service benchmarks, and operating protocols for the pre-opening phases to facilitate seamless operational readiness.

- Managed daily hotel operations across all of service departments - maintaining year-over-year occupancy rates of 88% in 2019 and 89% in 2020 during competitive market conditions.
- Monitored hotel performance across e-commerce and traditional channels, governed operational budgets and business plans, and realized 38% GOP and 18% EBITDA averages.
- Drove continuous improvement to sustainability guidelines. Ranked among the Top 2 of the most productive Fusion properties and No.1 in the city-leisure hotel segment.
- Developed performance appraisal templates and career development programs to support team growth and retention. Secured Top 5 in Workplace Culture and Development across Fusion Group.

frotrichard@gmail.com