General Manger - Pre-opening & Opening Project tại Noska Hotel Phú Quốc Sunset town An Thới

11/2025 → Hiện tại

Phú Quốc

Participated in reopening planning, including launch timelines and detailed set-up checklists for each department (Front Office, Housekeeping, F&B, Internal Accounting). Developed and standardized operational SOPs, including: Front Office and Housekeeping SOPs; check-in/check-out procedures; complaint handling; room upgrades; and overbooking management. Communication SOPs for email correspondence, telephone handling, OTA interactions, and walk-in guests. Set up operational systems and tools Configured PMS (EZCloud), SAPO ( restaurant) including room types, rate plans, OTA allotments, and operational reporting, Standardized administrative, HR, Front Office, and Housekeeping forms and documentation. Supported recruitment and pre-opening staff training Conducted training on operational procedures and boutique hotel service standards. Trained staff in communication skills, guest psychology, and service recovery techniques. Monitored and controlled service quality before and after reopening: Tested operational workflows during the soft-opening phase. Adjusted and refined SOPs based on real guest feedback and operational performance. Coordinated with internal departments and external vendors to finalize facilities, in-room amenities, minibar setup, and ancillary services. Assisted in handling post-reopening sensitive situations, including guest complaints regarding value for money, service inconsistencies, early check-outs, overstay cases, and full-occupancy scenarios. Core team member for Boutique Hotel Reopening, leading operational set-up from pre-opening to stabilized operations. Built and deployed end-to-end SOPs for FO, HSK, F&B, internal coordination; achieved 95%+ SOP compliance within the first month. Configured PMS (EZCloud): room setup, rate plans, OTA allotment, reporting — ensuring smooth front-to-back operations from Day 1-3. Recruited and trained 100% operational staff pre-opening; improved service readiness and reduced operational errors by 30–40%. Delivered 4.6/5 average guest satisfaction for initial opening guests through strong service standards and effective service recovery. Optimized manpower planning, reducing workload pressure by 20–25% while improving response time and team efficiency. Established a process-driven operating model, ensuring consistency, stability, and cross-departmental alignment during daily operations.