Front Office Supervisor tại Novotel Suites Hanoi Hotel

4/2016 → 11/2017 (1 năm 7 tháng)

Hanoi

- Pre-Opening Operation - Supervising and leading a team to deliver exceptional guest service. - Ensuring adherence to 5-star service standards and operational procedures. - Training, mentoring, and motivating staff to achieve high performance. - Handling guest complaints and resolving issues promptly and professionally

Duty Manager tại Pan Pacific Hanoi Hotel

11/2017 → 1/2021 (3 năm 2 tháng)

Hanoi

- Overseeing daily hotel operations to ensure smooth and efficient functioning. - Managing and resolving guest complaints and issues promptly and professionally. - Supervising and supporting front office, housekeeping, and food & beverage teams. - Handling emergency situations and implementing crisis management protocols. - Monitoring and optimizing room occupancy, revenue, and guest satisfaction. - Conducting staff briefings and ensuring clear communication across departments. - Coordinating with senior management to implement operational improvements. - Upselling and increasing room revenue

Assistant Front Office Manager tại Mövenpick Hanoi Hotel

1/2021 → 5/2022 (1 năm 3 tháng)

Hanoi

- Evaluated and managed staff performance, providing feedback and training forimprovement. - Resolved guest complaints and issues with a professional and empatheticapproach. - Ensured compliance with 5-star service standards and hotel policies. - Coordinated with other departments to deliver seamless guest experiences. - Supervised daily operations, including check-in/check-out processes and guestinquiries. - Upselling and increasing room revenue

Assistant Manager cum Guest Experience Manager tại Hyatt Regency West Hanoi Hotel

5/2022 → 9/2023 (1 năm 4 tháng)

Hanoi

- Delivering exceptional guest service and creating personalized experiences. - Resolving guest complaints and issues with a proactive and empathetic approach. -Monitoring and maintaining high service standards to ensure guest satisfaction. - Training and mentoring staff to enhance service quality and performance. - Analyzing guest feedback and implementing improvements to elevate the guestexperience. - Coordinating with various departments to ensure seamless guest interactions. - Managing VIP guest arrivals and special requests with attention to detail. - Handling high-pressure situations with professionalism and efficiency.

Assistant Front Office Manager tại Grand Mercure Hanoi Hotel

9/2023 → 3/2025 (1 năm 5 tháng)

Hanoi

- Assisted in managing Front Office operations to ensure exceptional guest service. - Monitored loss and profit control to optimize revenue and minimize costs. - Conducted manpower forecasting and proposals to ensure efficient staffing levels. - Developed and applied motivation skills to inspire and lead the team effectively. - Evaluated and managed staff performance, providing feedback and training forimprovement. - Resolved guest complaints and issues with a professional and empatheticapproach. - Ensured compliance with 5-star service standards and hotel policies. - Coordinated with other departments to deliver seamless guest experiences. - Supervised daily operations, including check-in/check-out processes and guestinquiries. - Utilized PMS to streamline operations and enhance efficiency.

Front Office Manager tại Hanoi Legend Suites Hotel

3/2025 → Hiện tại

Hanoi

- Managed all Front Office operations to deliver exceptional 5-star guest service. - Conducted manpower forecasting, staffing proposals, and interviewed 50+candidates for pre-opening team selection. - Developed staff motivation programs and performance evaluation systems. - Created pre-opening collaterals: Welcome kits, digital guides, and guest directories. - Coordinated with other departments to ensure seamless workflows. - Forecasted OS&E requirements for front desk, lobby, and back office. - Developed departmental SOPs for check-in/out, billing, and crisis management. - Executed pre-opening training plans covering PMS, service standards

Mr. Daniel Lee - General Manager

Hyatt Regency West Hanoi

Daniel.lee@hyatt.com - 0867.680.326

Mr. Nguyen The Quang - Front Office Manager

Grand Mercure Hanoi

Quang.nguyenthe@accor.com - 0989.096.917

Mr. Tom Van Tuijl - General Manager

Hanoi Legend Suites

Tom.vantuijl@hanoilegendsuites.com - 0834.105.588