Frank Huỳnh Phú

I am seeking a challenging managerial role within the hospitality or customer service industry where I can leverage my experience in team leadership and customer satisfaction. My goal is to work in a dynamic, customer-focused environment that offers opportunities for both personal and professional growth. I am committed to contributing to the success of the organization while maintaining a healthy work-life balance and aiming for long-term career advancement.

• Oversee overnight operations for a 500+ room luxury beachfront resort, ensuring operational continuity and premium guest experience.
• Serve as the highest on-site authority at night, acting as primary decision-maker for operational, guest, and emergency matters.
• Conduct and supervise the Night Audit process, reviewing end-of-day financial reports, verifying transactions, occupancy data, and ensuring strict revenue control compliance.
• Demonstrate advanced proficiency in Opera PMS, Smile PMS, and related hotel systems; perform nightly system checks and maintain accurate room status integrity.
• Proactively handle guest complaints, VIP relations, and service recovery situations with professionalism and discretion, safeguarding guest satisfaction and brand reputation.
• Coordinate cross-functional departments (Front Office, Housekeeping, Security, Engineering, and F&B) to maintain consistent 5-star service standards throughout the night.
• Monitor safety and security protocols including property patrols, fire alarm checks, system monitoring, and incident response in alignment with hotel policies.
• Prepare detailed nightly operational reports, highlighting key issues, financial summaries, and recommended process improvements.
• Supervise, coach, and evaluate night-shift team members; support onboarding and training to ensure consistency in procedures and service excellence.
• Ensure smooth operational handovers to morning teams through clear, structured, and action-oriented communication.
• Maintain a strong leadership presence in lobby and public areas, engaging proactively with guests and reinforcing service culture during overnight hours.
• Selected as English Master of Ceremonies (MC) for three major festive events:
- Christmas Tree Lighting Ceremony
- Christmas Eve Celebration
- New Year’s Eve Countdown Event
• Developed and structured full event scripts, including program flow, stage transitions, and guest engagement segments.
• Hosted live events in English for international guests, ensuring dynamic stage presence and alignment with brand image.
• Coordinated closely with F&B, Entertainment, Marketing, and Technical teams to deliver seamless event execution.

1. Call Quality Supervisor
• Monitor and evaluate the quality of calls made by customer service and telesales representatives (in English – targeting the US market).
• Establish and improve call quality assessment standards, along with regular monitoring processes.
• Provide feedback, training, and coaching to enhance performance and communication skills of staff.
• Collaborate with the training team to update training materials in alignment with US market expectations and client needs.
• Generate regular performance and quality reports by campaign, team, or individual.

2. US Recruiter
• Search, screen, and interview candidates based in the US according to outsourcing project needs (customer service, sales, data entry, etc.).
• Post job openings on popular US platforms such as Indeed, LinkedIn, ZipRecruiter, etc.
• Manage the end-to-end recruitment process: contacting candidates, conducting interviews, assessment tests, and onboarding.
• Work closely with US teams to understand hiring needs and cultural fit.
• Maintain and expand a high-quality database of US candidates.
• Provide weekly/monthly recruitment progress reports.

• Concept Development & Eatery Build-Out: Developed the concept and designed the layout of the eatery, overseeing the entire process from structural construction to electrical and plumbing installation, as well as interior decoration.
• Property Search & Lease Negotiation: Conducted thorough research to find an ideal location for the eatery, negotiated lease terms and pricing to ensure a cost-effective and strategic choice.
• Regulatory Compliance & Licensing: Handled all necessary paperwork, including business registration, food safety certifications, construction permits, and other regulatory approvals.
• Financial Management & Inventory Control: Managed the startup budget, tracked operational expenses, and ensured consistent supply of high-quality raw materials while maintaining cost-efficiency.
• Procurement & Market Visits: Personally sourced and purchased fresh ingredients, ensuring quality and cost-effectiveness through direct market visits and supplier negotiations.
• Staff Recruitment & Training: Led recruitment efforts, conducted interviews, and provided comprehensive training to staff, fostering a positive work environment and improving team performance.
• Day-to-Day Operations Management: Oversaw all aspects of daily eatery operations, ensuring high service standards, efficient team coordination, and the resolution of any operational challenges.
• Marketing & Brand Development: Developed and executed marketing strategies, including advertising campaigns, promotions, and branding efforts to attract and retain a loyal customer base.
• Customer Relationship Management: Interacted directly with customers to address concerns, gather feedback, and enhance the overall dining experience, ensuring repeat business and positive reviews.
• Food Safety & Hygiene Compliance: Monitored food safety practices and hygiene standards to ensure compliance with local regulations, guaranteeing a safe and clean environment for customers and staff.

• Led the Customer Service team in managing client relations throughout the property ownership journey, ensuring top-tier satisfaction and service excellence.
• Oversaw the handover process for residential and commercial properties, coordinating with construction, legal, and technical departments to ensure timely and quality delivery.
• Handled escalated client concerns and complex cases with professionalism, providing effective resolutions and maintaining long-term relationships
• Developed SOPs and handover checklists to standardize the customer experience and minimize post-handover issues.
• Conducted training and performance reviews for team members, fostering a customer-centric mindset and continuous improvement.
• Collaborated with the CRM, Sales, and Operations departments to streamline client communications and post-sales services.
• Analyzed client feedback to identify service gaps, then implemented actionable improvements that enhanced overall satisfaction scores.
• Represented the company during key client events, walkthroughs, and handover ceremonies to ensure a premium brand experience.
• Coordinate the development of customer care activities plans, deliver products to customers
• Drafting handover process & sample form suitable for project/product line
• Coordinate with relevant Departments/Departments to plan the internal acceptance of products
• List of products eligible for handover
• Planning to deliver products to customers
• Check & supervise the product handover according to the schedule as scheduled with the customer
• Check & monitor the update and storage of handover status information fully and accurately
• Coordinating personnel to perform tasks according to the functions and tasks of each employee & coordinating with other personnel to perform the common tasks of the department.
• Suggest ideas and ideas to improve the work of the department in a positive direction
• Monitor the implementation on schedule and achieve the quality of the above plans & promptly adjust the plan, adjust/add solutions to ensure the completion of the goals and targets
• Fully fulfill the committed targets for the week and month
• Participating in training and disseminating knowledge about the department's management system
• Planning & organizing succession training for personnel in each campaign of each project
• Managing and managing the overall work of the department
• Human resource planning & staffing of the department
• Ensure that subordinate employees comply with the Group's regulations

• Acted as the on-duty leader, overseeing hotel operations and ensuring full compliance with brand standards, service procedures, and local labor regulations.
•Deputized for the Front Office Manager in their absence, attending management meetings and supporting departmental decision-making.
• Supervised, trained, and motivated Front Office associates; supported scheduling, performance evaluations, and service certification processes.
• Managed shift coverage and labor cost control while maintaining operational efficiency and service quality.
• Maintained operational control systems including switchboard, emergency communication equipment, and hotel systems to ensure uninterrupted service delivery.
• Led emergency response procedures (fire alarms, evacuations, safety incidents), ensuring strict adherence to hotel policies and reporting protocols.
• Maintained accurate daily logbooks and conducted structured shift handovers to ensure clear communication and operational continuity.
• Recommended and implemented service improvements aligned with departmental objectives and overall hotel strategy.
• Monitored guest flow, lobby presence, and service touchpoints to proactively identify operational gaps and enhance overall guest experience.
• Oversaw room allocation strategies and arrival planning to balance occupancy optimization with personalized guest preferences.
• Ensured compliance with health, safety, and security standards, immediately escalating critical issues to senior management when required.
• Fostered a culture of teamwork and accountability, promoting strong interdepartmental collaboration to achieve service excellence and business targets.

• Acted as a strategic right-hand to the Chairman, managing daily schedules, high-level communications, and confidential matters with discretion and professionalism.
• Coordinated and prepared materials for board meetings, executive briefings, and internal strategy sessions.
• Oversaw cross-functional projects and ensured timely execution by liaising with department heads and external partners.
• Drafted, reviewed, and translated executive correspondence, reports, and presentations in both English and Vietnamese.
• Accompanied the Chairman to key meetings and business trips, providing real-time support and documentation.
• Handled sensitive business and personal matters with a high degree of confidentiality and trust.
• Played a vital role in decision-making processes by conducting market research, summarizing key insights, and proposing actionable recommendations.
• Managed and nurtured relationships with high-level stakeholders, including government agencies, investors, and strategic partners.
• Receive and register meeting schedules and newspapers of industries and corporations with the President
• Connecting online meetings with the participation of the President
• Receipt of official documents and documents for signing
• Document management & storage
• Support consulting in the field of Tourism
• Fulfill shopping requests
• Track & pay the President & family's service bills
• Fulfill requests to send goods, give gifts to partners
• In charge of seeing off the airport, taking care of transportation, accommodation... when the President works outside the province.
• Follow up and pick up the Founder President
• Welcoming guests to visit and work with the President
• Fulfill many other special requests from the President

• Providing help to customers using your organisation's products or
services
• Communicating courteously with customers by telephone, email, letter and face-to-face
• Investigating and solving customers' problems, which may be
complex or long-standing, that have been passed on by customer
service assistants.
• Handling customer complaints or any major incidents, such as a
security issue or a customer being taken ill
• Issuing refunds or compensation to customers
• Keeping accurate records of discussions or correspondence with
customers
• Analysing statistics or other data to determine the level of
customer service your organisation is providing
• Producing written information for customers, often involving use
of computer packages and software
• Writing reports analysing the customer service that your
organisation provides
• Developing feedback or complaints procedures for customers to
use
• Improving customer service procedures, policies and standards
for your organisation or department
• Meeting with other managers to discuss possible improvements
to customer service
• Involvement in staff recruitment and appraisals
• Training staff to deliver a high standard of customer service
• Teading or supervising a team of customer service staff
• Learning about your organisation's products or services and
keeping up to date with changes
• Keeping ahead of developments in customer service by reading
relevant journals, going to meetings and attending courses

• Patrolling in the entire of hotel to verify smooth operations, to avoid disrespect of company
procedures & policies or property & assets removed without proper authorization.
• Identificating tentants for suitable & proper actions.
• Inspecting the hotel premises on a regular basis to ensure that room & public areas as well
as restaurant meet hotel standard.
• Responsible for safeguarding of the property & asset of hotel, including the basement &
outskirt areas of the hotel.
• Supervising a high standard of hygiene & sanitation throughout all service & public areas
of the hotel.
• Supervising arrival/departure files, correspondence daily.
• Handling cash float (60 mill Vnd to 180 mill Vnd).
• Responsible for tentant's delivery.
• Responsible for posting audit every shift.
• Responsible for Vietnamese registration.
• Supporting receptionists to do check-in/check-out procedures daily.
• Managing staffs in daily shift (10-25 prs)
• Preparing daily report on revenue, numbers of arrivals/departures, VIP arrivals/departures,
incidents & observations to General Manager/Residence Manager/Front Office Manager.

• Coordinated front desk workflow to ensure efficient guest processing, reduced waiting time, and smooth service delivery across all shifts.
• Led shift briefings, delegated responsibilities, and monitored task completion to maintain operational consistency and accountability.
• Acted as escalation point for complex reservations, billing discrepancies, and guest disputes, ensuring timely and professional resolution.
• Collaborated closely with Housekeeping and Engineering to prioritize room readiness and resolve maintenance concerns impacting arrivals.
• Analyzed daily occupancy forecasts and arrival patterns to anticipate staffing needs and operational adjustments.
• Reviewed and verified departure accounts, advance deposits, and city ledger balances to minimize billing errors and revenue loss.
• Strengthened guest engagement by building rapport with long-stay residents and repeat guests, contributing to positive feedback and retention.
• Ensured compliance with safety, security, and internal control standards through routine monitoring and documentation checks.
• Supported onboarding of new team members through on-the-job coaching and procedural guidance.
• Maintained clear communication between shifts by documenting operational highlights, pending issues, and follow-up actions.

• Reporting to F.O.M
• Provide highly professional level of customer service at check-in and check-out via Opera
hotel management system
• Make welcome for V.I.P guests at Premier Lounge
• Prepare arrivals kits, welcome cards for members
• Monitoring cash floats and crew’s allowance
• Take responsibile for printing & supervising VAT invoice
• Room rate audit
• Credit limit checking and control
• Monitoring membership
• Preparing rooms, keys, transportation for Crew in advanced.

• Report to F.O.M, H.O.D, G.M
• Provide highly professional level of customer service at check-in and check-out
• Dealing with guests’ issue
• Cooperation with shift team
• Multi-tasking
• Mastering the tasks of a receptionist
• Cooperating with other departments for a smooth operation
• Monitoring cash floats
• Handling guest complain and ensuring to bring out efficient solutions.
• Audit checking all postings daily
• Prepare daily report at night shift
• Handling No-show bookings
• Handling visitor's cases at night shift

• Delivered exceptional front desk services, including guest check-in/check-out, handling reservations, and responding to inquiries in a timely and professional manner.
• Acted as the first point of contact for guests, providing personalized assistance and ensuring a warm, welcoming experience.
• Operated the hotel’s main switchboard, efficiently routing internal and external calls while maintaining communication protocols.
• Advised guests on local tours, attractions, and travel arrangements, coordinating bookings and providing detailed information to enhance guest satisfaction.
• Collaborated with tour operators and local vendors to secure exclusive deals and seamless experiences for guests.
• Resolved guest issues and special requests promptly, ensuring service recovery and maintaining high satisfaction ratings.
• Maintained accurate records, managed daily reports, and supported administrative tasks for the front office and concierge teams.
• Provide highly pressure resistance ability.
• Becoming a versatile role
• Dealing with guests’ issue
• Cooperation with shift team
• Transportation coordinating
• Introducing & sale tours to inhouse guests
• Keeping good relationship among business partners

• Organize tours by groups or individuals in coaches, cars or on foot
• Communicate with the group/s or their representative/s about the details of the tour –
assembly time and place, destination, accommodation, transportation, immigration concerns
(if the tour is set abroad) and costs
• Look for an area that can generally be of great interest to a group or a particular group of
people
• Arrange the necessary permits or letters of communication to the area of destination
before the tour
• Finalize all the details with the tour group or their representative
• Offer specialist knowledge on subjects like history, arts and sciences, designs and
architecture
• During the tour, communicate with your tour group in a cheerful and engaging manner
• Lead the tour group to points of interest and at the same time provide useful and
interesting information in whatever medium – written, oral or through electronic
presentations
• Always make sure of the safety and convenience of your tour group
• Make sure all the members of the tour group follow the schedules set
• Make sure of the hotel accommodation in case the tour is schedule for more than a full
working day
• Make sure that the tour group will be sent home as safely as possible