Software Developer tại FPT Software

1/2016 → 1/2017 (1 năm )

Hồ Chí Minh

Developed code modules, honing strong logic and a system-oriented mindset

Front Desk Receptionist tại Harmony Saigon Hotel & Spa

1/2017 → 1/2018 (1 năm )

Hồ Chí Minh

As the first point of contact and the face of the hotel, responsible for providing a professional welcome and assisting with all guest needs throughout their stay. Check-in/Check-out Management: Greet and handle the check-in/check-out process for hundreds of international guests daily, ensuring accuracy and efficiency, contributing to a guest satisfaction rate of over 95%. Issue Resolution: Effectively resolve on-the-spot guest issues and complaints, helping to minimize negative feedback. Contributed to strategies aimed at increasing review scores on OTA platforms, TripAdvisor, Google, etc. Interdepartmental Communication: Act as the central liaison between guests and other departments (Housekeeping, Engineering, Restaurant, Sales), ensuring guest requests are handled promptly and seamlessly. Proficient in using the Property Management System (PMS) to perform front office duties related to reservations, payments, and guest information management.

Corporate Sales Executive tại Harmony Saigon Hotel & Spa

1/2018 → 1/2019 (1 năm )

Hồ Chí Minh

Responsible for developing the B2B business segment, proactively sourcing, building, and maintaining relationships with corporate clients to maximize revenue and occupancy. Business Development: Collaborated with the Corporate Sales Manager to successfully source, build, and develop a portfolio of over 45 new corporate clients in one year, contributing to a 15% increase in revenue from the corporate segment compared to the previous year. Contract Negotiation: Negotiated and signed long-term partnership agreements with major corporations, ensuring a stable revenue stream and improving monthly and quarterly occupancy. Sales Performance: Achieved the 9-month sales target within 12 months by proactively identifying new potential corporate clients and implementing effective room selling strategies. Interdepartmental Collaboration: Worked closely with the Reservations and Front Office departments to ensure an excellent service experience for corporate clients, thereby increasing the repeat guest rate.

Reservation Manager tại Harmony Saigon Hotel & Spa

1/2019 → 1/2021 (2 năm )

Hồ Chí Minh

Responsible for optimizing the booking process, managing inventory, and ensuring data integrity across central systems like PMS, CM, and CRM. Developed efficient workflows that reduced booking processing time by 20% and improved accuracy. Responded promptly to guest inquiries regarding reservations via phone, email, social media, Zalo, and on OTA platforms, increasing message response scores on OTAs to over 95%. PMS, Channel Manager, CRM Proficiency: Managed inventory balance, optimized room allocation and forecasting across OTA channels and for various segments, contributing to an increase in average occupancy and overall revenue optimization. Minimized errors to prevent overbooking and uncontrolled overselling of room types. Interdepartmental Liaison: Served as a crucial communication link between the Sales and Front Office departments, ensuring that special guest requests were executed accurately and seamlessly. Data Analysis & Reporting: Analyzed and reported on weekly and monthly booking trends, channel revenue, and guest behavior and reviews from CRM data. Provided key insights to management for pricing and promotion decisions. Digital Marketing Contribution: Developed content for the hotel's Facebook page, creating and posting promotional articles about services and offers. This effort contributed to a 10%-20% increase in engagement and helped attract potential guests. Contributed to a 10%-15% year-on-year revenue growth for the hotel's direct channel.

Ecommerce Manager tại Harmony Saigon Hotel & Spa

1/2021 → 6/2025 (4 năm 5 tháng)

Hồ Chí Minh

Responsible for building the strategy, optimizing distribution channels, and leading all e-commerce activities to drive sustainable revenue growth across all digital platforms. ▪️ Planned and executed the annual e-commerce business plan, achieving an average online revenue growth of 15-20% Year-over-Year. ▪️ Optimized performance on key OTA channels (Booking.com, Agoda, Expedia, etc.) through dynamic pricing strategies, promotion management, and content optimization, resulting in a 10% increase in ADR, 10% in Occupancy, and 21% in RevPAR YoY. ▪️ Analyzed market trends, customer behavior, and competitor activities to identify growth opportunities and make timely strategic adjustments. ▪️ Grew the direct booking channel via the website by 10%, reducing dependency on OTAs and saving on commission costs. ▪️ Led a project to improve the user experience (UX/UI) and optimize the Booking Engine, increasing the website's conversion rate by 15%. ▪️ Managed and analyzed online guest reviews, contributing to an improved overall review score and enhancing the hotel's ranking on key platforms. ▪️ Leveraged analytics and data visualization tools to build dashboards, providing deep insights on key metrics to support management's strategic decision-making. Proficient In: - All extranets on OTA platforms (Booking.com, Agoda, Expedia, Traveloka, MakeMyTrip, Hotelbeds, Trip.com, DOTW, MG Bedbank, Tiket, etc.) and GDS. - PMS: Newway - Channel Manager (CM): SiteMinder, STAAH - Review Management: ReviewMinder - SEO/SEM, Website Content Management System - OTA Insight, BI & Analytics: Lighthouse, Google Analytics, Tableau, Looker Studio, SQL, Google Trends - Productivity & AI: MS Office Advance, Google Workspace, Gemini, ChatGPT, Canva

Agoda Customer Review Award 2022-2025

1/2022

Achieved as the OTA Manager leading the Reputation Management strategy at Harmony Saigon Hotel & Spa

Agoda Gold Circle Award 2022 - 2025

1/2022

Top Sales and Review Performance

Booking.com Traveller Review Award 2023 - 2025

1/2023

Achieved as the OTA Manager leading the Reputation Management strategy at Harmony Saigon Hotel & Spa