Director of rooms (in charge second one and resort operations) tại The Westin Resort and Spa Cam Ranh (Marriott International)

12/2022 → Hiện tại

Cam Ranh-Khanh Hoa

Functions as the strategic business leader of property operations and acts as General Manager in his/her absence. Areas of responsibility include (Front office, Housekeeping, Loss and prevention, Spa, Recreation and Engineering) Oversaw the day-to-day operations of multiple departments within the resort Developed and implemented strategic business plans to improve overall efficiency Champions the brand’s service vision for product and service delivery Communicates a clear and consistent message regarding departmental goals to produce desired results. Makes and executes the necessary decisions to keep property moving forward toward by plan. Monitors in preparing process for pre-opening. Managing Profitability & Managing Revenue Goals Analyzes service issues and identifies trends. Works with operation team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution. Reviews and audits expenses (e.g., departmental/divisional profits, payroll expenses, rooms’ expenses, cost per occupied room, previous day’s occupancy, and room revenues). Conducts weekly meetings with divisional managers and reviews all information pertinent to the week’s business. Prepares monthly, quarterly, and yearly Division financial forecasts. Prepares annual capital expenditures report. Review and set target for division operations sales performance against budget. Coaches and supports operations team to effectively manage progress for pre opening time frame. Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results. Ensuring and Providing Exceptional Customer Service Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer. Delivers excellent customer service throughout the customer experience and encourages the same from other employees. Reviews guest feedback with leadership team and ensure appropriate corrective action is taken. Coordinates and communicates event details both verbally and in writing to the customer and property operations. Creates an atmosphere in all division areas that meets or exceeds guest expectations. Responds to and handles guest problems and complaints. Uses personal judgment and expertise to enhance the customer experience. Stays available to solve problems and/or suggest alternatives to previous arrangements. Interacts with guests to obtain feedback on product quality and service levels. Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Ensures that employees understand expectations and parameters for Room duties. Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction. Anticipate sold-out situations/and know how many rooms are overbooked. Assist in locating alternative accommodations for guests and assist in “walking” guests, following hotel policies and procedures. Follow-up the next day to ensure that guests are welcomed back to the hotel in accordance with hotel policies and procedures. Review resumes for arriving groups; follow up with all departments to ensure preparations are made for arrivals. Managing and Conducting Human Resources Activities Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results. Interviews and hires employees. Ensures employees are treated fairly and equitably. Ensures that regular, ongoing communication is happening in division (e.g., pre-shift briefings, staff meetings). Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees. Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results. Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance. Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.

Director of services tại The Westin Resort and Spa Cam Ranh (Marriott International)

10/2021 → 11/2022 (1 năm 1 tháng)

Cam Ranh-Khanh Hoa

• Managing Departmental Costs Supervises and approves the budgeting and ordering of guestroom and cleaning supplies • Understands the importance of department's operation on the overall property nancial goals and educates staff on details as appropriate • Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports Keeps the Housekeeping team focused on the critical components of operations to drive guest satisfaction and the desired nancial results • Manages department controllable expenses and cost per occupied room to achieve or exceed budgeted goals • Ensuring Exceptional Customer Service Responds to and handles guest problems and complaints effectively • Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement Empowers employees to provide excellent customer service. • Develops goals and expectations for direct report managers • Celebrates successes and publicly recognizes the contributions of team members Reviews employee satisfaction results to identify and Director of services tại The Westin Resort and Spa Cam Ranh (Marriott International) address employee problems or concerns • Communicates expectations, recognizes performance, and produces desired business results • Conducting Human Resources Activities Ensures property policies are administered fairly and consistently • Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process Establishes goals and objectives for all areas of responsibility • Directs staff to strive for continuous improvement in all areas of responsibility Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation • Manages employee progressive discipline procedures for areas of responsibility Reviews staf ng levels to ensure that guest service, operational needs and nancial objectives are met establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team Ensures employees are treated fairly and equitably

Executive housekeeper tại JW Marriott Phu Quoc Emeral Bay

3/2019 → 7/2021 (2 năm 4 tháng)

Phu Quoc- An Giang

Managing Housekeeping Operations • Maintains strong working relationship with Front Of ce to ensure effective communications for operational issues • Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments. • Inventories stock to ensure adequate supplies • Ensures guestrooms, public space and employee areas are cleaned according to operating standards • Ensures compliance with all housekeeping policies, standards and procedures • Initiates and maintains an effective inspection program including rooms, public areas, employee work and locker areas, storage areas, recreation areas, laundry areas, garage and grounds • Managing Departmental Costs • Supervises and approves the budgeting and ordering of guestroom and cleaning supplies • Understands the importance of department's operation on the overall property nancial goals and educates staff on details as appropriate • Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports • Keeps the Housekeeping team focused on the critical components of operations to drive guest satisfaction and the desired nancial results • Manages department controllable expenses and cost per occupied room to achieve or exceed budgeted goals • Ensuring Exceptional Customer Service • Responds to and handles guest problems and complaints effectively • Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous • Improvement • Empowers employees to provide excellent customer service. • Develops goals and expectations for direct report managers • Celebrates successes and publicly recognizes the contributions of team members • Reviews employee satisfaction results to identify and address employee problems or concerns • Communicates expectations, recognizes performance, and produces desired business results • Conducting Human Resources Activities • Ensures property policies are administered fairly and consistently • Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process • Establishes goals and objectives for all areas of responsibility • Directs staff to strive for continuous improvement in all areas of responsibility • Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation • Manages employee progressive discipline procedures for areas of responsibility • Reviews staf ng levels to ensure that guest service, operational needs and nancial objectives are met • sEstablishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team • Ensures employees are treated fairly and equitably

Senior Housekeeping Manager tại InterContinental Phu Quoc Long Beach Resort

8/2017 → 9/2018 (1 năm 1 tháng)

Phu Quoc- An Giang

Set up pre-opening hotel • Enhances company posture on EEO by making good faith effort to recruit, select, develop and retain protected class employees. • Reorganize employee scheduling procedure by introducing a system that works with available time sheet data and assigns work hours dynamically • Seeks out new methods and principles, and incorporates them into existing Housekeeping practices • Assures that Housekeeping staff follows established safety regulations in the use of equipment and supplies at all times. • Attends and participates in Strategic Unit Management Team meetings. • Coordinates Housekeeping/Laundry services and activities with other related units • Evaluates safe work practices in job performance reviews. • Attain Best Employee award following exceptional cleaning and maintenance work practices • Oversee performance of housekeeping staff • Ensure maintenance and cleanliness of the hotel on a continuous basis • Lead and direct housekeeping operations • Ensure appropriate and safe use of chemicals and cleaning supplies • Participates in continuing education opportunities for personal growth and development. • Performs other job duties and projects as directed • Maintains the care and use of supplies, equipment, etc. and the appearance of Housekeeping areas, and performs regular inspections of resident areas and rooms for sanitation, order, safety and proper performance of assigned duties.

Assistant Manager of Rooms tại Grand Hyatt Macau

1/2013 → 7/2015 (2 năm 5 tháng)

Macau-China

Direct the work assignments of supervisory and non-supervisory personnel. • Identify training needs and ensure that departmental training plans are successfully implemented. • Responsible for personnel matters such as interviewing, evaluating and counseling. • Establish and maintain effective employee relations. • Responsible for training of employees in the proper care of all operating equipment and to constantly inspect the use of all such equipment and to ensure break downs are repaired. • Ensure good interdepartmental communication, network and teamwork. • Inform other departments of housekeeping matters that concern them, particularly, Engineering Department and Front Of ce Department. • Attend daily communication meetings and weekly housekeeping meetings. • Act and follow-up on all decisions, departmental meetings, program. • Ensure that housekeeping personnel are familiar with in-house facilities for the purpose of assisting guests. • Coordinate with Front Of ce to ensure there are adequate vacant clean rooms are available for sell. • Inspect guest and public areas on a daily basis to ensure that all furnishing, facilities, and equipment are clean and in good repair and reports ndings. • Monitor housekeeping personnel to ensure that rooms receive proper attention and are maintained to the proper standard. • To inspect daily VIP- allocated rooms and to spot check rooms of in-house VIP guests. • To daily spot check vacant, occupied and out of order rooms and report ndings. • To co-ordinate the spring cleaning / extra work schedule / maintenance requisitions of all rooms and public areas with the housekeeping team and ensure such schedules and requests are followed. • Receive and investigate queries and complaints from hotel guests, Management and Front Of ce, then reports to General Manager or EAM. • Maintain appropriate standards and discipline for dress, hygiene, uniform, appearance, posture and conduct of housekeeping personnel. • Monitor and control housekeeping tasks, such as monthly inventory, lost and found, key control, security and emergency procedure that help maintain the health and security of personnel and guests

Housekeeping Supervisor tại Grand Hyatt Macau

9/2009 → 12/2012 (3 năm 2 tháng)

Macau-China

Holding meetings with Housekeeping staffs to discuss their job functions. • Listening to, understanding, and clarifying guest concerns. Inspecting the cleaning and servicing of guestrooms and public areas. • Approaching guests in an attentive, friendly, courteous and service-oriented manner. • Making sure that all Guest Rooms have appropriate supplies and linens in them. • Maintaining guest con dentiality at all times. • Ensuring that rooms and bathrooms are cleaned on a daily basis. Inspecting guest rooms and guest areas. • Supervising the disposal of trash and waste. • Directing housekeeping staff to ensure a high standard of cleanliness in all public areas. • Delegating work to meet business objectives and goals. • Maintaining a high standard of personal appearance and grooming. • Vacuuming carpets and mopping and sweeping tile oors. • Training up new housekeeping staff. • Maintaining an inventory of guest room and housekeeping supplies. • Complying with all health and safety standards. • Maintaining key control.

Guest Relation Officer tại Jumeirah Beach Hotel

8/2005 → 12/2007 (2 năm 3 tháng)

Dubai-United Arab Emirates

• Handled VIP amenities and arrivals, messaging and guest relations. • Received and handled guests' complaints and coordinated with Duty Manager to resolve issues. • Ensured room availability to maximize occupancy. • Identi ed opportunities to upgrade customer service with latest technology

Housekeeping Attendant tại Al Sondos Suite by Le Meridien

12/2002 → 5/2004 (1 năm 5 tháng)

Dubai- United Arab Emirates

Following housekeeping attendant Job description

Excellent performance (year end)

12/2023

Achieved excellent all KPIs of the year

Employee of the quarter and year

12/2012

Best supervisor performance

Phuong Nguyen - Human Resources Manager

The Westin Resort and Spa Cam Ranh

Phuong.Nguyen@westin.com - 034 550 0022

Frank Bochmann - General Manager

The Westin Resort and Spa Cam Ranh

Frank.Bochmann@westin.com - +84-938062606