Cao Đẳng Cần Thơ, MBA

Housekeeping Attendant tại Other Hotels Family owned

Managed daily housekeeping operations including room cleaning, public area maintenance, and linen inventory to ensure high cleanliness standards and timely room readiness in a luxury resort. Led, trained, and supervised a large team of attendants and supervisors, maintaining Accor/Mercure service excellence and achieving consistent high Guest Satisfaction Scores (>90%). Implemented efficient cleaning procedures, reduced turnaround time for room cleaning by 25-30%, and minimized guest complaints related to room condition. Controlled housekeeping supplies and operating expenses effectively while driving quality improvements, resulting in excellent online reviews and support for overall hotel occupancy goals.

Guest Service Agent tại Vinpearl Phu Quoc Resort & Spa

Delivered professional front desk services including guest check-in/out, concierge assistance, bell service coordination, and VIP handling to ensure exceptional guest experiences in a luxury resort setting. Maintained high service standards, promptly resolved guest inquiries and complaints, and built strong guest relationships to achieve excellent satisfaction scores. Processed reservations, managed room inventory, and performed upselling of hotel facilities, amenities, and services efficiently using OPERA or similar PMS systems. Contributed to team performance by supporting smooth daily operations, maintaining lobby cleanliness and professionalism, resulting in positive feedback and repeat guest loyalty.

Assistant Manager - Front Office tại Premier Village Phú Quốc

Supported Front Office operations in a luxury villa resort, overseeing daily reception, concierge, bell service, guest check-in/out, and VIP services to ensure seamless guest experiences and high satisfaction scores. Assisted in leading and training the Front Office team, maintaining Accor service standards, handling guest complaints, and coordinating with other departments for smooth resort operations. Optimized processes to improve efficiency, reduced check-in/out times, and drove upselling of villa services, amenities, and activities. Contributed to revenue growth and Guest Satisfaction targets (aiming >90%), while maintaining excellent online reputation and personalized service in a high-end beachfront setting

Reception Manager tại Mercure French Village Bana Hills, Da Nang

Managed daily Front Office operations (Reception & Bell Service), ensuring high service standards, smooth check-in/out, VIP handling, and prompt complaint resolution. Led and trained a team of 10-15 staff, achieving >90% Guest Satisfaction Score while maintaining professional standards and cleanliness. Optimized processes to reduce check-in time by 35% and cut guest complaints by 40%. Contributed to revenue growth by driving upselling initiatives, increasing occupancy rate by 15-20% in low season.

Front Office Manager cum Chief Security tại Andochine Resort Phu Quoc

Service & Reputation: Directed FO operations for both properties; optimized OTA/TA rankings and advised GM on guest experience strategies to elevate brand positioning. Operational Synergy: Orchestrated seamless cross-departmental workflows (HK, F&B, Engineering) to standardize VIP protocols, room standards, and inter-departmental SOPs. Talent Management: Spearheaded recruitment and specialized training for 42 headcounts, fostering high staff engagement to drive guest loyalty and service consistency. Revenue & Compliance: Maximized Top-line revenue through upselling/cross-selling; managed departmental P&L and ensured 100% regulatory compliance (Fire Safety/Local Authorities)

Cluster Front Office Manager cum Chief Security tại HIIVE by Fusion

Service & Reputation: Directed FO operations for both properties; optimized OTA/TA rankings and advised GM on guest experience strategies to elevate brand positioning. Operational Synergy: Orchestrated seamless cross-departmental workflows (HK, F&B, Engineering) to standardize VIP protocols, room standards, and inter-departmental SOPs. Talent Management: Spearheaded recruitment and specialized training for 42 headcounts, fostering high staff engagement to drive guest loyalty and service consistency. Revenue & Compliance: Maximized Top-line revenue through upselling/cross-selling; managed departmental P&L and ensured 100% regulatory compliance (Fire Safety/Local Authorities)

General Manager tại Vườn Châu Âu - NovaDreams Cầu Đất

I. Strategic P&L & Financial Stewardship Revenue Growth: Delivered >150% YoY revenue growth by optimizing regional sales funnels and improving F&B/Service outlet productivity. HO & Cash Flow Management: Collaborated with Head Office (HO) to execute targeted sales campaigns and cash flow plans; prioritized strategic vendor payments to maximize capital efficiency and liquidity. GOP & EBITDA Optimization: Achieved 15% higher GOP margins through rigorous budget/manning control; slashed supply chain costs by 6% via centralized procurement. Asset Rotation: Partnered with Project Teams to facilitate strategic asset rotation, ensuring resource utility is aligned with real-time operational demands. II. Operational Turnaround & Infrastructure Systemic Fixes: Resolved chronic infrastructure failures, including dry-season irrigation systems and bottleneck elimination in reception, ticketing, and F&B zones. Landscape, softscape: Sustained premium landscape quality at optimized maintenance costs, significantly enhancing service efficiency and site aesthetics. Facility Oversight: Supervised multiple facilities and site leadership teams, analyzing capacity vs. demand projections to mitigate operational constraints. III. Supply Chain & Inventory Performance Inventory Velocity: Accountable for inventory turnover performance; synchronized with Operational Planning to align procurement, inbound supply, and stock levels. Demand Planning: Translated demand forecasts into weekly operational game plans (including inbound produce/fruit projections) to ensure zero-bottleneck execution. Distribution Management: Manage overall operations and warehouse across operating sites, fostering a culture of continuous improvement. IV. Performance Engineering & Stakeholder Relations KPI Development: Established and managed comprehensive Operational KPIs to track site performance and management efficiency. Experience Enhancement: Implemented modern PMS and ticketing upgrades, reducing guest wait times by 40% and boosting revenue via Upselling/Cross selling. Strategic Diplomacy: Secured critical regulatory support through high-level engagement with local authorities and HO leadership to ensure site stability and compliance

Deputy GM tại IVORY Villas & Resort

In charge of the resort of 20ha of a total of 140 headcounts and HODs Enhance Guest Experience and Product Standards by identifying and overseeing areas for improvement and implementing strategies to enhance guest satisfaction. Assist the GM in strategic planning, decision-making, and overall business direction, and represent the GM where needed. Collaborate with HODs to align departmental goals with the overall business strategy; provide guidance, support and overcome operational challenges. Maximize revenue with a proven track record of driving revenue growth and improving operational efficiency.