PERSONAL ASSISTANT TO HOTEL DIRECTOR tại EMERALD HARMONY LUXURY CRUISE (Mekong River)

7/2018 → 7/2022 (4 năm )

VIỆT NAM - CAMBODIA

Talent Management & Organizational Development • Human Capital Leadership: Partnered with the Hotel Manager to direct the recruitment, onboarding, and continuous development of multi-disciplinary teams, ensuring 5-star service consistency and high-performance culture. • Professional Standards: Cultivated a collaborative team environment rooted in professionalism, driving excellence in guest service quality across all departments. • Sustainability Leadership: Spearheaded corporate social responsibility initiatives in alignment with Emerald Cruises’ standards, integrating educational outreach and community engagement into the core operation. Strategic Administration & Executive Support • Principal Liaison: Served as the primary strategic link between the General Manager and the Owner’s Office, maintaining absolute transparency and alignment regarding resort objectives. • Executive Governance: Facilitated Executive Committee proceedings by accurately documenting minutes and engineering a structured tracking system for critical action items and high-level communications. • Schedule Optimization: Enhanced executive productivity by strategically filtering and prioritizing high-impact stakeholder engagements, reducing meeting fatigue by 20%. • Operational Discretion: Oversaw the daily administrative functions of the Executive Office with rigorous attention to detail and unwavering discretion. Operational Intelligence & Compliance • Reporting Excellence: Managed the preparation and tracking of vital Operational Reports, including weekly hotel performance metrics and departmental strategic plans. • Regulatory Compliance: Orchestrated the timely submission of government-mandated labor and environmental filings while auditing monthly financial statements and training initiatives. • Administrative Training: Empowered front-of-house and administrative staff through targeted training in luxury service standards, complex visa processing, and event coordination. Fiscal Stewardship & Logistics • Financial Controllership: Supported the Hotel Manager in optimizing cash flow and monitoring operational budgets to maintain peak efficiency without compromising the guest experience. • Supply Chain & Systems Management: Expertly navigated the ship’s hotel software to manage the full procurement lifecycle, including strategic inventory control and purchase order oversight. • Global Logistics: Managed complex international travel and visa arrangements for senior leadership while serving as the elite point of contact for the Owner’s Office and luxury travel partners to ensure flawless guest arrivals.

PERSONAL ASSISTANT TO GENERAL MANAGER tại VINPEARL RESORT & SPA PHU QUOC

10/2022 → 4/2024 (1 năm 6 tháng)

KIÊN GIANG

Strategic Stakeholder Liaison • Executive Representation: Acted as the primary conduit between the General Manager and the Owner’s Office, ensuring seamless transparency and absolute alignment with overarching strategic resort objectives. • High-Impact Engagement: Optimized the General Manager’s itinerary by strategically prioritizing high-value stakeholder interactions, resulting in a 20% increase in scheduling efficiency. Governance & Administrative Stewardship • Executive Committee Facilitation: Managed the end-to-end documentation for Executive Committee meetings, providing precise recording of minutes and ensuring the rigorous follow-up of all strategic action items. • Communication Systems: Engineered and maintained a sophisticated tracking system for key communications and deliverables to ensure organizational accountability. • Office of the GM Oversight: Supervised the daily administrative operations of the Executive Office, upholding the highest standards of discretion, professionalism, and meticulous attention to detail. Operational Intelligence & Reporting • Performance Analytics: Authored and tracked critical operational intelligence, including Weekly Hotel Operations reports and comprehensive Departmental Action Plans. • Regulatory & Financial Compliance: Coordinated the timely submission of government-mandated Labor and Environmental reports, alongside the auditing of monthly Financial Reports and training metrics.

EXECUTIVE ASSISTANT CUM QUALITY MANAGER tại WYNDHAM GRANDWORLD PHU QUOC

6/2024 → Hiện tại

KIÊN GIANG

Strategic Planning & Revenue Optimization •Operational Strategy: Engineered actionable operational solutions for the General Manager, developing high-level strategic plans across purchasing, maintenance, and revenue optimization to uphold ultra-luxury standards. •Process Refinement: Enhanced organizational efficiency by conducting rigorous reviews of Standard Operating Procedures (SOPs) and facilitating cross-departmental synergy to overcome complex coordination challenges. Environmental Stewardship & ESG •Sustainability Leadership: Spearheaded the "Green Resort" initiative, successfully aligning operational workflows with the UN Sustainable Development Goals to elevate the brand's global sustainability footprint. Fiscal Controllership & Procurement •Strategic Sourcing: Identified and executed a 15% cost-saving initiative within office procurement by renegotiating vendor contracts and streamlining the PR/PO workflow without compromising product quality. •Performance Analytics: Monitored performance metrics against business plans and marketing campaigns, identifying key growth areas for service and operational improvement. Project Management & Digital Innovation •Executive Meeting Management: Orchestrated comprehensive internal and cross-departmental meetings, ensuring meticulous execution, minute-taking, and the tracking of action items through to successful closure. •AI & Automation Integration: Pioneered the use of AI tools for automated minute-taking and advanced sentiment analysis of guest feedback, providing the General Manager with data-driven weekly performance insights. •Governance & Compliance: Supervised weekly adherence to internal management system protocols, ensuring seamless inter-departmental collaboration and unwavering quality control.

HOTEL OPERATIONS COST OPTIMIZATION PROJECT

12/2024

1. Achieve a minimum 20% cost reduction in key operational areas: Foods & Beverages Cost, Housekeeping Amenities, and Florish (fresh flowers & decorative items) while maintaining 5-star service quality and guest experience. 2. Key Solutions 2.1. Reduce Food Cost by at least 20% Recipe standardization & yield testing to minimize waste Menu restructuring using cross-utilization strategy: maximize ingredient usage across multiple dishes Inventory control & loss prevention through real-time tracking systems Supplier partnerships: bulk seasonal purchasing, cost negotiations, reduced intermediaries Kitchen staff training on portioning, trimming, and waste reduction techniques 2.2. Optimize Housekeeping Amenities Standardize amenity usage based on room type and guest stay duration Implement "on-demand" amenity model: replenish only upon request (eco-friendly & cost-efficient) Negotiate long-term supply contracts with volume-based discounts Replace premium materials with high-quality yet cost-effective alternatives (e.g., cotton blends vs. 100% cotton) 2.3. Streamline Florish (Flowers & Decorations) Reduce flower replacement frequency from daily to 2–3 times a week using proper storage and preservation techniques Prioritize local and seasonal flowers for better pricing Reuse decorative accessories: vases, baskets, handcrafted materials Introduce potted plants, dried or artificial flowers in low-touch or long-stay areas 3. Achivement: ≥ 20%-25% cost savings across targeted categories Higher operational efficiency without compromising guest satisfaction Enhanced alignment with sustainability goals (eco-conscious operations) Strengthened brand image as a modern, cost-conscious, environmentally friendly hotel.

HOTEL OPERATIONAL TRANSFORMATION: FROM STANDARD TO ALL-INCLUSIVE MODEL

12/2024

Redesign and transition the existing hotel operation from a traditional model into a fully integrated All-Inclusive concept, inspired by luxury cruise ship services. The project encompasses in-house entertainment (Beach Club), a diversified food program (À la carte & Buffet), and curated tour experiences – all seamlessly bundled into one price to enhance guest satisfaction, length of stay, and revenue per booking. 1. Project Scope Transition Timeline: 6 months Core Components: In-house Entertainment (Beach Club model) All-inclusive F&B offerings (À la carte & Buffet) Excursion & Tour Package Integration 2. Key Strategic Pillars A. In-House Entertainment: Beach Club Concept Design a signature Beach Club as the entertainment hub: DJ sets, sunset cocktails, live bands, and wellness activities (yoga, aqua gym, etc.) Daily themed events: Latin nights, pool parties, movie nights on the beach, guest-led workshops Membership and VIP zones to create tiered experiences within the all-inclusive model Revenue stream optimization: add-on services such as bottle service, private cabanas, or brand collaborations B. Food & Beverage: À la Carte + Buffet All-day dining experience with a rotating buffet and fixed À la carte selections Multi-cuisine approach (Vietnamese, Western, Asian fusion) to suit diverse guest profiles Premium beverages and specialty menus included or offered under upgrade packages Operational model shift: introduce kitchen scheduling by occupancy and reservation trends for efficiency C. Tour & Excursion Integration Curated daily tour itineraries: nature exploration, local culture, island hopping, or eco-travel Partnership with licensed local operators for seamless guest experience and cost management In-house concierge or digital kiosk to manage bookings, upgrades, and feedback Eco-conscious & authentic travel positioning to enhance brand value 3. Achievement: Higher RevPAR and average guest spend through bundled pricing and increased usage of in-house services Stronger guest retention and referral rate by elevating overall experience Efficient operation through centralized planning across entertainment, F&B, and tours.