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.

. Reported directly to the Operations Manager, independently overseeing all hotel operations during overnight shifts to ensure a seamless guest experience and operational continuity.
. Acted as the highest authority on-site during night hours, handling all escalations, emergency situations, and VIP guest relations with discretion and professionalism.
. Coordinated closely with all departments (Housekeeping, Security, Engineering, F&B, and Front Office) to monitor service delivery and ensure property standards were maintained throughout the night.
. Conducted nightly audits in collaboration with the Night Auditor to verify financial transactions, occupancy data, and compliance with internal controls.
. Performed daily property walkthroughs to ensure guest safety, security protocols, and cleanliness across all public areas and back-of-house zones.
. Took ownership of guest complaints and special requests, resolving issues promptly while maintaining brand standards and service recovery protocols.
. Monitored staff performance during night shifts, provided on-the-spot coaching when necessary, and submitted nightly reports to the Operations Manager for follow-up.
. Supported emergency procedures including fire alarms, guest incidents, and crisis management, ensuring all actions aligned with hotel safety policies.
. Ensured handovers to morning teams were clear, comprehensive, and action-oriented to guarantee a smooth operational transition.
. Assisted in onboarding and training new night staff to ensure consistency in procedures and service standards during overnight shifts.
. Oversaw late check-ins, early departures, and coordinated wake-up calls, transportation requests, and special amenities for arriving or departing guests.
. Collaborated with Security to manage noise complaints, unauthorized access, and guest incidents while upholding guest privacy and legal compliance.
. Identified recurring issues during night operations and proposed process improvements to the Operations Manager for long-term resolution.
. Maintained a strong presence in the lobby and public areas to provide visible leadership and engage proactively with guests during the night.

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

. Coordinate Front Office operations during shift, including Front Desk, Guest Service Center, Club Lounge, Grand Towers Lounge and Concierge to ensure guest service excellence and adherence to Sheraton standards and procedures at all times.
. Deal with problems and complaints received from guests, acting immediately to restore guest satisfaction utilizing the Company's Service Standards at all times.
. Ensure that all guests are warmly welcomed and recognized in accordance with hotel standards and the goals of Marriott Bonvoy.
. Be proactive in observing operational needs across the hotel, enlisting associates from other departments to assist in areas where business demands are higher.
. Effectively communicate and liaise with associates on all levels, understanding the importance of teamwork within hotel operations.
. Inspect VIP rooms prior to arrival, and meet and greet VIP/Guest History guests where required upon arrival.
. Supervise the management of inventory availability and blocking to ensure that each guest is accommodated according to their requirements, investigating any room discrepancies.
. Actively manage an oversold situation in accordance with hotel policy and procedure to ensure guest satisfaction.
. Coordinate the maintenance and utilization of the Guest History database, to ensure that loyal guests and VIP’s receive special attention.
. Demonstrate thorough knowledge of and encourage active selling all products, services and special events within the hotel, leading by example.
. Actively promote and drive Bonvoy program and hotel up selling programs, ensuring that all associates are fully conversant in up selling standards and procedures.
. Complete Quality Assurance room inspections and regular property walks, ensuring that any maintenance needs are attended to on a timely basis.
. Ensure adherence to hotel credit procedures and policies at all times, leading by example.
. Maintain cash float and accurately handle monies at all times
. Review all in-house accounts to ensure correct room rates are charged and authorize rebates/credits to guest’s accounts as necessary.
. Act in the capacity of Night Manager.
. Ensures that computer saves, backup reports are regularly done and assist in maintenance of all Information and . Communication systems, to provide guest service excellence within a safe working environment.
. Be fully conversant and efficient in the operation of switchboard and other related equipment, such as paging system, two-way radios, emergency phones, guestroom equipment operation, call accounting and hotel channel.
. Ensure that all Front Office associates are motivated and trained in the correct method of Front Office service, assisting with the maintenance of standards and procedures, training, certification and performance appraisals.
. Assist with associate scheduling and rostering to provide adequate coverage of shifts.
. Maintain manpower and materials cost control measures.
. Recommend new policies and procedures in relation to improvement of guest service standards and the achievement of departmental and hotel strategic goals.
. Receive absentee calls and ensure appropriate Department Heads are notified.
. Deputize for Front Office Manager in his/ her absence and attend meetings as requested.
. Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly and that relevant managers are notified as necessary.
. Ensure maintenance of clean and tidy work areas in accordance with the hotel standards, leading by example.
. Ensure adherence to hotel policy regarding uniform and personal presentation, leading by example.
. Completely understand, implement and ensure adherence to the local areas of the labor code and Sheraton policies.
. Be competent in the safe management of a fire or other emergency situation, taking responsibility for an emergency evacuation procedure as required.
. Ensure that the Front Office Manager or General Manager is informed immediately of any serious emergency, security or health & safety matter.
. Perform any additional duties as requested by the Front Office Manager and Hotel Management.

. 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

• Reporting to F.O.M, H.O.D, G.M
• Ensuring the smooth operation & proper administration of the departments
• Handling complains and the emergencies, reporting to Front Office Manager immdiately
• Cultivating & maintaining close relationship
• Ensuring requests from guests are duly accorded
• Performing duties required by guests and Front Office Manager
• Checking all mails and letters are promptly delivered
• Checking traces (notes) to have action in shift
• Checking payment (in PM)
• Assigning rooms matches with guests requests.
• Making sure room inventory is balanced
• Supervising arrvial forms, registration forms and ensure all of necessary information is
filled up
• Preparing all due outs for next date on night shift by pre-charging room charge from all
TACC bookings
• Managing staffs in daily shift (10-25 prs)
• Controlling visitors
• Repoting to F.O.M, H.O.D, G.M
• To be fully aware of the Residence's products & activities.
• To be fully aware of hotel's policies & procedures as well as the staff handbook disciplinary
action proceedings.
• Conforming & enforcing hotel policies & procedures as well as rules & regulations as laid
down by the management in order to achieve the highest level of uniformity & guest service.
• 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.

• Reporting to F.O.M, H.O.D, G.M
• Ensuring the smooth operation & proper administration of the departments
• Handling complains and the emergencies, reporting to Front Office Manager immdiately
• Cultivating & maintaining close relationship
• Ensuring requests from guests are duly accorded
• Performing duties required by guests and Front Office Manager
• Checking all mails and letters are promptly delivered
• Checking traces (notes) to have action in shift
• Checking payment (in PM)
• Assigning rooms matches with guests requests.
• Making sure room inventory is balanced
• Supervising arrvial forms, registration forms and ensure all of necessary information is
filled up
• Preparing all due outs for next date on night shift by pre-charging room charge from all
TACC bookings
• Managing staffs in daily shift (10-25 prs)
• Controlling visitors
• Repoting to F.O.M, H.O.D, G.M
• To be fully aware of the Residence's products & activities.
• To be fully aware of hotel's policies & procedures as well as the staff handbook disciplinary
action proceedings.
• Conforming & enforcing hotel policies & procedures as well as rules & regulations as laid
down by the management in order to achieve the highest level of uniformity & guest service.
• 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.

• 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