Mac Hong Thanh Phuong

With my experience in the tourism and hospitality sector and a bachelor’s degree in Vietnam Studies with a major in Tourism, I am well-equipped for roles in sales or operations within travel agencies or tour operators, as well as sales management positions in hotels or resorts.

My expertise spans operations, consultancy, tour products, and accommodation services, with a strong focus on customer service. I excel in strategic planning, operations management, and fostering innovation, backed by a commitment to loyalty, attention to detail, and effective leadership.

Upon completing our Web Designer course, students will possess a comprehensive skill set including proficiency in Figma for wireframing and prototyping, HTML for front-end development, and a solid grasp of basic design principles.

Market-Driven Decision Making:
• Utilizing market research insights to inform product selection and strategic decisions.
• Adapting offerings based on customer preferences and industry trends.
Pricing Control:
• Providing accurate pricing information to sale forces.
• Ensuring competitive pricing strategies.
Booking and Ticketing:
• Handling bookings, invoicing, and issuing tickets for travel services.
• Ensuring seamless logistics for travelers.
Operational Support:
• Ensuring the feasibility of tour programs.
• Communicating and supporting guides, operations, and sales teams throughout the trip to address any issues that may arise.
Supplier and Customer Relations:
• Cultivating strong relationships with suppliers (hotels, airlines, etc.) to enhance service quality.
• Maintaining positive interactions with customers to foster loyalty.
Feedback Management:
• Collecting and evaluating customer feedback after tour.
• Responsively addressing customer concerns and suggestions.
Immigration Facilitation:
• Managing immigration processes for clients arriving by plane, road, or cruise ship.
• Ensuring smooth entry and compliance with regulations.

Creating Outlines and Travel Itineraries:
• Collaborating with travel agents to design customized itineraries for clients
• Crafting proposals that align with customer preferences and interests.
Conversion Optimization:
• Striving to achieve a high conversion rate by effectively converting inquiries into bookings.
Sales Reporting and Tracking:
• Ensuring all sales are accurately recorded in the internal system for sales reporting purposes.
Operational Support:
• Ensuring the feasibility of tour programs.
• Communicating and supporting guides, operations, and sales teams throughout the trip to address any issues that may arise.

Departmental Management and Workload Distribution:
• Analyzing performance metrics and identifying challenges.
• Collaborating with team members and proposing solutions
• Optimizing workload distribution and maintaining a positive work environment.
• Achieving department and company targets
Special Requests, VIP Services, and Event Tours:
• Addressing unique customer needs promptly and professionally.
• Ensuring VIP guests receive personalized attention and exclusive services.
• Engaging from the initial preparation stages to on-site execution.
• Coordinating logistics, providing support, and ensuring seamless event experiences.
Product Optimization and Quality Control:
• Analyzing performance data and market trends.
• Identifying areas for enhancement or modification.
• Collaborating with the Operation and Product Manager to propose updates that align with customer needs.
• Regularly reviewing existing products.
• Ensuring adherence to quality standards.
• Recommending removal of underperforming or outdated offerings.
Trainer Specialist for Internal New System (LEMAX):
• Participating in on-site training sessions for trainers at the headquarters and ensuring effective knowledge transfer and skill development
• Active involvement in weekly/monthly meetings to update tutorials for users.
• Providing clear instructions and guidance on system usage.
• Creating comprehensive training plans for introducing and instructing users on the new system.
• Customizing training content based on user needs.

Responsibilities:
• Leading the sales force involves setting sales targets, evaluating performance, adjusting quotas, and developing processes to enhance sales efficiency.
• Providing detailed and accurate sales forecasts, while creating sales plans for different timeframes (seasonal, quarterly, and annual), ensures effective planning and strategic decision-making.
• Engaging in multi-channel sales consulting, including online platforms (booking.com, Traveloka, Agoda, Expedia), own social channels (Facebook, Instagram), and offline interactions (phone, in-person), ensures comprehensive outreach to potential customers.
• Conducting on-the-spot presentations to introduce products to clients based on their needs.
• Actively engaging with diverse customer segments, including MICE (Meetings, Incentives, Conferences, and Exhibitions) groups, leisure customers, Key Opinion Consumers (KOC), and event or charter tour participants within our property, ensures a comprehensive and personalized approach to customer interaction.
Key Achievements:
• Collaborating with the team, our sales force achieved the highest revenue after 6 years of active in 2022, surpassing even the results from 2021.
• By tailoring the workforce and maintaining a lean employee structure, we consistently achieved excellent outcomes and revenue.
• During the challenges posed by Covid-19, we adapted with a flexible plan, launching the “Vuon Lak” project to utilize farm products and deliver value to our customers.

Responsibilities:
· Collaborating on marketing initiatives and strategies to direct the company toward growth.
· Introducing initiatives to address company and project development for Inbound clients.
· Training and selecting the core team in both sale and operation position.
· Completing staff performance reviews and criteria.
· Delegating responsibilities to ensure team members grow in their experience and capabilities.
· Working with finance and Board of Director to create an organization’s budget, monitor accounting and banking processes.
Key Achievements:
· Conducting thorough research to identify popular destinations, attractions, and experiences in Southern Vietnam and evaluating the feasibility and demand for various tourism products, considering cultural significance, accessibility, and uniqueness, resulting in a final list of 20 tours ready for sale.
· Creating appealing product listings on Online Travel platforms like Viator, Get Your Guide and on own website, optimized descriptions, pricing, and images to attract potential customers, and ensured seamless booking processes and responsive
customer support.
· Implementing internal training in creating personalized itineraries, emphasized flexibility, provided financial training, educated on Inbound tourist needs, and shared visa and market information.