VIETNAM AVIATION ACADEM

BACHELOR OF BUSINESS ADMINISTRATION

Đại học

2013

2018

OPERA RESTAURANT

SENIOR ASSISTANT RESTAURANT MANAGER TEAM

PARK HYATT SAIGON

6 / 2023

8 / 2025

• Oversee and optimize daily restaurant operations, ensuring the highest standards
of food quality, service delivery, and ambiance maintenance.
• Actively participate in departmental project coordination, ensuring timely
completion of initiatives and strict adherence to critical deadlines.
• Manage roster arrangement and staff scheduling to ensure optimal staffing levels
for smooth operations.
• Assist in evaluating guest satisfaction and revenue targets.
• Handle guest requests and issues in a timely, professional, and courteous manner
to ensure high guest satisfaction and loyalty.
• Developed, monitored, and constantly refined restaurant-specific training methods
and standard operating procedures (SOPs) for new hires and ongoing team
development.
• Responsible for supervising and maintaining hygiene and maintenance for all
areas, ensuring the highest standards are always met.
• Inspect all areas daily before opening according to fixed standard checklist and
ensure full adherence to the closing duties.
• Assisted the Outlet Manager with any detailed or outlined tasks to support overall
departmental goals.
• Recommend hiring, promotions, and dismissal to the Outlet Manager.

OPERA RESTAURANT

TEAM LEADER

-PARK HYATT SAIGON

4 / 2022

6 / 2023

• Designed and implemented a comprehensive on-the-job development program
for over 30 restaurant employees
• Managed the daily operations of the outlet, including a team of 15 members,
ensuring seamless service delivery.
• Successfully handled guest requests and resolved issues to ensure high
satisfaction and loyalty.
• Coordinated and provided daily pre-shift briefings as well as continuous internal
training sessions covering menu knowledge, wine pairing, service sequences, and
conflict resolution.
• As a major connector between the service team and management, I effectively
communicated feedback, problems, and opportunities for development, fostering
a collaborative and high-performing environment.

LE PETIT CHEF PROGRAM - SQUARE ONE

PRESENTATOR

PARK HYATT SAIGON

12 / 2019

4 / 2022

• Engaged and entertained guests as a Presentator for "Le Petit Chef - The smallest
chef in the World!", a unique 3D culinary experience, enhancing guest satisfaction
and dining ambiance.
• Facilitated interactive dining experiences, guiding guests through the narrative and
culinary journey presented by the animated chef.
• Collaborated with the culinary and service teams to ensure seamless integration
of the entertainment with food and beverage service, contributing to a memorable
guest experience.

HIGHLANDS COFFEE

TEAM LEADER - NEW STORE OPENING SWOT TEAM

Ho Chi Minh City

1 / 2015

1 / 2018

• Ensured operational efficiency and adherence to brand standards, receiving
commendations for a smooth and successful launch.
• Played an important role in the successful pre-opening and launch of new
Highland Coffee locations,
• Led the onboarding and full training of a new team of over 50 baristas and staff
members,
• Developed, monitored, and continuously refined store-specific training processes
for new hires, with a focus on product knowledge
• Developed detailed operational preparedness reports, maintained confidential
records on new store setup and initial performance

Departmental Service Coach - Hyatt Corporation

11 / 2022

· Understand how adults learn

· Identify training needs

· Deliver core skills training for team members

· Plan and carry out core skills training sessions to meet these needs

· Evaluate the effectiveness of the training

Certificate of Park Hyatt Sai Gon Wine Program

4 / 2021

- Wine making
- Principles and processes involved in the storage and service of wine
- Wine sensory analysis using the Systematic Approach to Tasting Wine
- Food and wine pairing
- Social health and safety issue about alcohol consumption
- Wine producing countries and regions - Old world vineyards (France and Italy) vs. new world
vineyards (Australia, New Zealand, USA, Africa and South America)

Server Leader Training Program by Highlands Coffee

10 / 2017

The program aims to develop and certify Server Leaders who can maintain and drive Highlands Coffee's "Service Excellence" culture. These individuals are crucial for ensuring that every customer interaction reflects the company's high standards of quality and service.

Master Barista Training Program by Highlands Coffee

2 / 2017

The program aims to develop highly skilled and knowledgeable coffee experts who can not only prepare exceptional beverages but also act as trainers and quality ambassadors for the brand. Master Baristas are a key part of Highlands Coffee's commitment to "Service Excellence" and product quality.

Celia Kerschgens

Outlet Manager

PAR

celia.kerschgens@hyatt.com

0888150147