20 Hotel

Customer Service Executive .

93A Đội Cấn Ba Đình Hà Nội

Extensive experience in customer service operations, ensuring high levels of guest satisfaction.

Strong skills in problem-solving and complaint handling, providing effective solutions and positive service recovery.

Proven ability in selling tours and upselling additional services to increase overall company revenue.
Actively identified customer needs and recommended suitable services to maximize service value and revenue growth.

One And Only The Palm Hotel And Resort

Bellman & Concierge

Palm Jumera Dubai UAE

Bellman & Concierge
One&Only The Palm Resort – Dubai
(One of the top luxury resorts in Dubai)

Worked as Bellman and Concierge at One&Only The Palm, one of the top luxury 5-star resorts in Dubai.

Accumulated nearly 5 years of experience in luxury hotel and resort operations in Dubai.

Delivered exceptional guest service by providing personalized assistance and memorable guest experiences in line with luxury hospitality standards.

Maintained a positive, professional, and friendly attitude, ensuring all assigned tasks were completed efficiently and to the highest standards.

Actively supported guests with luggage handling, transportation arrangements, local recommendations, and concierge services.

Consistently demonstrated strong teamwork skills, being cheerful, approachable, and cooperative with colleagues and guests.

Viewed this role as a key period for personal and professional development, continuously learning new skills and improving service knowledge.

Developed strong discipline, service mindset, and cultural awareness while working in a high-end international environment

• Swiss-Belhotel Hanoi

Front Office Manager

19 Duy Tan , Cau Giay , Ha Noi

Front Office Manager
Swiss-Belhotel International – 5-Star International Hotel Brand

Managed and led the Front Office Department at Swiss-Belhotel International, a globally recognized 5-star hotel brand with 150+ properties worldwide.
Ensured smooth and efficient check-in and check-out processes, maintaining brand standards and high guest satisfaction at all times.

Took full responsibility for room revenue performance, including upselling strategies and daily operational control.

Actively monitored and responded to guest feedback and online reviews, protecting and enhancing the hotel’s brand reputation.

Handled guest complaints professionally with a strong service recovery approach, significantly reducing negative guest feedback.

Developed and implemented service quality improvement strategies, supported by regular performance reports and analysis.

Worked closely with all operational departments to ensure seamless daily operations and achieve high efficiency and business results.

Ha Noi Center Silk Premium Hotel & Spa

Hotel Manager

22 Chan Cam , Hang Trong , Ha Noi

Two 4-Star Boutique Hotels – Hanoi Old Quarter
Locations: 16 Chan Cam Street & 22 Chan Cam Street
Duration: 1.5 years

Managed the overall operations and business performance of two 4-star boutique hotels, overseeing revenue, financial performance, staffing, service quality, and guest satisfaction.

Oversaw daily operations across both properties, ensuring consistent service standards and operational efficiency.

Managed room revenue, pricing strategies, occupancy, and upselling of ancillary services, including tours, spa treatments, and airport transfers.

Optimized OTA and travel agent channels, including Booking.com, Agoda, and Expedia, to drive occupancy and revenue growth.

Led recruitment, training, performance management, and workforce planning across both hotels.

Maintained strong guest satisfaction scores on Booking.com: 9.2+ for 16 Chan Cam and 9.4+ for 22 Chan Cam.

Implemented service standards, monitored guest feedback, and resolved complaints to protect online reputation.

Coordinated all departments to control operating costs, improve productivity, and achieve business targets.

Le Premier Hotel and Rooftop Bar

General Manager

27 Hàng Hành - Hoàn Kiếm Hà Nội

Lead the overall operations of a 4-star hotel and rooftop bar, applying international 5-star hospitality standards and best practices gained from experience with international hotel groups. Oversee revenue management, P&L, budgeting, cost control, human resources, risk management, and service excellence. Drive operational efficiency through robust SOPs, strong quality control, and strategic decision-making to maximize profitability and investor returns. Achieve exceptional guest satisfaction, with 5,000+ Booking.com reviews and a 9.9/10 rating, alongside a Top 10 TripAdvisor ranking in Hanoi