Nguyễn Thoại Diễm

Duty Manager (Jan 2024 – April 2024):
- Supported the FOM in administrative tasks, implementing policies, and coordinating cross- departmental operations.
- Handled VIP arrivals, site inspections from owners/TAs, and represented the department in weekly HODs meetings.
Front Desk Supervisor (Oct 2022 – Dec 2023):
- Assisted the FOM in managing Front Office operations during the resort's pre-opening phase - Supervised Front Desk staff, managed weekly schedules, and handled guest feedbacks/complaints effectively.

- Directed the overall operations of the Front Office department, ensuring adherence to resort luxury standards.
- Stabilized the department’s human resources and updated Standard Operating Procedures (SOPs).
- Managed department budgets, optimized room occupancy, and collaborated with the Sales team to maximize revenue.
- Mentored and trained a team of staff members, fostering a culture of professional service

- Organize and lead local tours for international tourists in Hoi An and Da Nang.
- Utilize multilingual skills and deep cultural knowledge to provide exceptional guest experiences.
- Manage logistics and real-time problem-solving to ensure high satisfaction levels.