Exe. Assistant to BOD (Corporate Office) tại Mandala Hospitality Service - Apec Group

3/2025 → 5/2026 (1 năm 2 tháng)

Hà Nội, Việt Nam

- 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)

Operations Manager tại Fusion Suites Đà Nẵng

7/2022 → 1/2025 (2 năm 6 tháng)

Đà Nẵng, Việt Nam

- 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.

Owner Rep. tại Nova Second Home - Nova World Phan Thiết

8/2021 → 7/2022 (10 tháng)

Bình Thuận, Việt Nam

- 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.

Asst. Property Manager tại Savills Vietnam - HCM

11/2020 → 7/2021 (7 tháng)

Hồ Chí Minh

- 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.

Operations Manager tại Fusion Suites Saigon Hotel

10/2018 → Hiện tại

Hồ Chí Minh

- 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.

HR & Training Supervisor tại Melia Ba Vi Mountain Resort

2/2018 → 9/2018 (7 tháng)

Hà Nội

Hotel Duty Manager tại Fusion Suites Đà Nẵng

9/2016 → 8/2017 (11 tháng)

Đà Nẵng

Ext. Asst. to GM tại Fusion Suites Đà Nẵng

5/2015 → 8/2016 (1 năm 3 tháng)

Đà Nẵng

Exe. Asst. to GM tại Emeralda Ninh Binh Resort

4/2014 → 4/2015 (1 năm )

Ninh Bình

Certificate of Merit

6/2017

Outstanding care and excellent responsibility

Richard Pascal Frot - Cluster General Manager

Fusion Hotel Group

frotrichard@gmail.com