Room Division Manager tại White Lotus Group Hotel

9/2025 → Hiện tại

Hồ Chí Minh - Hội An

Maintain consistent 3-4 star service quality and ensure all staff adhere to standard operating procedures (SOPs). Monitor guest feedback across all channels (OTAs, in-house surveys) and resolve guest complaints promptly and professionally, focusing on high retention rates. Train Front Office, Sales, and Housekeeping teams on effective time management and upselling opportunities (e.g., room category upgrades) to drive incremental revenue.

Room Division Manager tại Northern Charm Hotel (4-Star Property)

1/2022 → 8/2025 (3 năm 7 tháng)

Hồ Chí Minh, Việt Nam

Strategic Leadership: Directed and oversaw all operations for the Room Division, including Front Office and Housekeeping departments, to ensure consistent 5-star service excellence. Operational Efficiency: Streamlined inter-departmental communication and workflows, successfully reducing guest wait times by 20% and achieving a 95% guest satisfaction rating. Talent Development: Orchestrated training programs for 15+ staff members on multilingual guest relations, advanced situation handling, and PMS mastery, achieving an internal error rate of <5%. Revenue Optimization: Partnered with Sales and Reservations to implement dynamic room allotment strategies and upselling initiatives, driving a 5% increase in total room revenue. Cost & Quality Control: Managed divisional budgets and operational costs while maintaining rigorous standards for room cleanliness, amenities, and overall property upkeep.

Staff of the years

12/2015

Oversaw all front office operations, managing a dedicated team to ensure exceptional guest experiences in a coastal city setting. Maintained high service standards and coordinated seamlessly with other departments to deliver consistent hospitality. Awarded Staff of the Year (2015) in recognition of outstanding leadership, exceptional guest satisfaction scores, and successful team performance throughout the year.