Stamford International University (Thailand)

Vatel Hotel and Tourism Business School (France)

Operations Manager tại DKHOO STUDIOS PTE. LTD.

•Led day-to-day hotel operations in a fast-paced, multicultural environment, ensuring consistent delivery of high-quality guest service in line with brand standards and operational objectives. • Oversaw Front Office and Housekeeping operations, monitoring service standards, guest feedback, and operational performance to maintain service consistency and operational efficiency. • Analyzed guest satisfaction results and service quality indicators, identifying gaps and implementing corrective actions to continuously enhance the guest experience. • Supported team leadership and staff development, reinforcing service culture, operational discipline, and cross-functional collaboration within a diverse workforce. • Partnered with management teams to improve operational workflows, service consistency, and cost awareness, contributing to overall efficiency and sustainable service delivery.

Learning & Development Manager tại Mercure Danang French Village Bana Hills – Accor Group

•Designed, developed, and delivered hotel-wide learning and development strategies for 400+ employees, focusing on Service Excellence, Brand Experience, Soft Skills, and Language & Communication to support service consistency and brand standards. • Conducted training needs analysis (TNA) and skills gap assessments in close collaboration with Heads of Department, ensuring training initiatives were aligned with operational priorities and guest experience objectives. • Planned, scheduled, and facilitated Front-of-House and Back-of-House training programs, reinforcing a unified service culture and brand-aligned behaviors across all departments. • Evaluated training effectiveness through post-training assessments, on-the-job observation, and performance feedback, translating learning outcomes into measurable improvements in service quality and guest satisfaction. • Partnered with operations and quality teams to embed training into daily operations, SOP compliance, and service recovery practices, supporting continuous improvement and audit readiness. • Played a key role in strengthening brand culture, employee engagement, and service consistency, contributing to improved team performance and overall guest experience delivery.

Personal Assistant to General Manager & Quality Continuous Improvement Executive tại Crowne Plaza Da Nang City Centre – IHG Hotels & Resorts

• Provide comprehensive executive-level support to the General Manager, managing calendars, high-level meetings, confidential correspondence, and strategic communications to ensure operational continuity and leadership effectiveness. • Prepare and consolidate executive reports, dashboards, meeting agendas, and minutes, while tracking hotel-wide action plans, performance indicators, and cross-department deliverables to ensure timely execution and accountability. • Act as a strategic liaison between the General Manager and department heads, aligning daily operations with IHG brand standards, SOP compliance, service quality objectives, and operational priorities. • Lead hotel-wide quality assurance initiatives, including service audits, brand compliance reviews, and performance evaluations; conduct root cause analysis and drive corrective and preventive action plans to support continuous improvement. • Oversee Guest Love and Guest Satisfaction performance, achieving: • GSI YTD 2025: 89.96% against a target of 80%, positioning the hotel among top- performing IHG hotels and resorts in guest satisfaction results. • Guest Satisfaction Index (GSI): 102% YTD 2025 against a target of 100%. • Collaborate with operations, commercial, and e-commerce teams to align service quality initiatives with revenue objectives, online reputation performance, and brand positioning. • Successfully led cross-functional teams to pass the 2025 IHG Online Quality Audit conducted by Head Office, ensuring full compliance with brand, quality, and operational standards. • Support VIP guest handling, service recovery, and escalated guest concerns, contributing to enhanced guest loyalty, improved online reviews, and sustained service excellence.