Front Office Manager tại D’lioro Hotel & Resort, Bai Chay, Ha Long, Quang Ninh (157 rooms, 37 serviced apartments (1–3 bedrooms), 17 villas (7–13 bedrooms)

11/2025 → / (6 tháng)

Ha Long

Front Office Manager D’lioro Hotel & Resort, Bai Chay, Ha Long, Quang Ninh (157 rooms, 37 serviced apartments (1–3 bedrooms), 17 villas (7–13 bedrooms) • Lead overall Front Office operations and oversee multi-department SOP development (Front Desk, Bell, Spa, Kid Club, Indoor & Infinity Pools, Pickleball, Football, Gym), delivering over 110 standardized procedures to ensure operational consistency and service excellence. • Collaborate cross-functionally with Sales and Housekeeping to design and implement long-stay rental programs (apartments & villas), optimizing occupancy and revenue streams. • Spearhead operational projects, including reopening seasonal facilities (summer pool) and launching new services (3 Pickleball courts). • Manage procurement processes, including budgeting, sourcing, and purchasing of operating equipment and supplies. • Design and deliver crisis management training (fire safety, elevator incidents, medical emergencies, guest complaints) to enhance team readiness and response efficiency. • Develop VIP service standards, service packages (Kid Club, Spa), and pricing strategies; collaborate with Marketing on promotional campaigns for key facilities. • Oversee recruitment initiatives, internship programs, workforce planning, and internal training systems, including procurement procedures via Smile Purchasing. • Partner with system providers to customize and enhance Smile PMS/HR functionalities; manage workforce scheduling and attendance through Smile HR. • Coordinate and manage high-profile government delegations, VIP guests, and large-scale group arrivals (500+ guests), ensuring seamless interdepartmental execution. • Implement strict operational controls through checklists, planning frameworks (weekly, monthly, quarterly, annual), and asset management to optimize costs and energy efficiency. • Design operational materials and pricing collaterals using Canva, ensuring brand consistency and professional presentation.

Assistant Front Office Manager tại Garrya Mu Cang Chai, Pu Nhu Village, Mu Cang Chai, Lao Cai Province (110 villas)

5/2025 → 11/2025 (6 tháng)

Lao Cai

Assistant Front Office Manager, Garrya Mu Cang Chai, Pu Nhu Village, Mu Cang Chai, Lao Cai Province (110 villas) June 2025 — November 2025 • Lead daily operations meetings to review occupancy forecasts, VIP arrivals, in-house and departing guests, group movements, guest issues, and master projects, ensuring alignment across departments. • Ensure seamless daily operations, including efficient check-in and check-out processes, lobby management, and guest services. • Develop, implement, and monitor training plans tailored to seasonal demands, brand standards, case studies, and guest-related scenarios. Conduct cross-training to enhance staff multitasking capabilities and support career progression and internal promotions. • Monitor Net Promoter Scores (NPS) and guest feedback, conduct root-cause analysis, and design targeted training to continuously enhance service quality and guest satisfaction. • Optimize budget utilization through strategic staff scheduling and overtime control, leveraging flexible shifts, cross-trained team members, accurate forecast analysis, and task allocation according to skill level. Implement paperless initiatives to reduce unnecessary printing and stationery costs. • Manage daily guest movement by ensuring senior leaders and managers engage with guests during breakfast and key touchpoints to assess satisfaction, personalize service, and update guest profiles—especially for VIP, OTA, and returning guests. • Oversee group handling by coordinating with tour leaders on BEO requirements, room assignments, transportation, luggage assistance, special requests, and peak-hour lobby management. Promote online pre-registration to streamline arrivals and minimize congestion. • Foster a positive and collaborative work culture by promoting open communication, recognizing achievements, encouraging teamwork, and organizing wellness activities such as yoga, meditation, healthy staff brunches, and local cultural outings. Support professional growth through cross-training and promotion opportunities. • Lead and monitor upselling initiatives, including room upgrades, spa packages, transportation, and F&B cross-selling, to achieve monthly KPIs. Provide ongoing coaching and performance follow-up. • Regularly update and refine Standard Operating Procedures (SOPs) to align with brand guidelines, LQA standards, and guest expectations. • Coordinate effectively with all departments to ensure the delivery of seamless and flawless service, with timely updates on high-paying, VIP, or special-request guests, promotions, room statuses, and maintenance needs to enhance guest satisfaction and operational efficiency. • Landslide incident management – guest safety, crisis communication & revenue protection

GUEST SERVICE MANAGER tại Regent Phu Quoc, 342 villas

11/2022 → 11/2024 (2 năm )

Phu Quoc

GUEST SERVICE MANAGER, Regent Phu Quoc, 342 villas November 2022 — November 2024 • Lead guest service operations to ensure exceptional experiences and satisfaction. • Implement training programs that elevate team performance and service excellence. • Oversee departmental coordination and communication for streamlined operations. • Utilize advanced guest management systems to enhance service delivery and efficiency. • Drive initiatives for continuous improvement in guest feedback and service standards. • Welcome IHG One Reward Member • Manage medical emergencies, guests' issues, and report writing • Assigned to control room tasks • Executed night shift operations, including preparation of daily operational reports, updating managerial logs, and conducting VIP profiling to ensure personalized guest experiences. • Led upselling initiatives by training and motivating team members, monitoring performance, and achieving targets for room upgrades, spa services, transportation, and food & beverage revenue enhancement. • Monitored and controlled operational costs by cross-checking expenditures, optimizing energy, water, and stationery usage, identifying alternative suppliers, and ensuring all assets were properly maintained. • Proactively developed seasonal action plans to guarantee smooth and efficient operations. • Complied with crisis management protocols and followed established procedures and schedules for effective emergency handling.

FRONT OFFICE MANAGER tại Vinpearl Resort and Spa Phu Quoc, 606 rooms, two buildings, and 30 villas June 2021 — November 2022

6/2021 → 11/2022 (1 năm 5 tháng)

Phu Quoc

FRONT OFFICE MANAGER, Vinpearl Resort and Spa Phu Quoc, 606 rooms, two buildings, and 30 villas June 2021 — November 2022 • Implemented strategies to accommodate 250 vaccinated passport holders from Korea and various groups from Kazakhstan. • Prepared for hosting the Foreign Ministry group comprising 200 to 300 attendees and several VVIPs. • Managed and aligned a team of 65-75 employees, fostering creativity and upholding company values. • Achieved a full response rate for customer inquiries on social media platforms, maintaining high service standards. • Developed and executed annual plans, managing Capex and addressing customer complaints to balance satisfaction and expenses.

DUTY MANAGER tại Vinpearl Resort and Spa Phu Quoc, Phu Quoc

3/2019 → 6/2021 (2 năm 3 tháng)

Phu Quoc

DUTY MANAGER, Vinpearl Resort and Spa Phu Quoc, Phu Quoc March 2019 — June 2021

RESORT ASSISTANT MANAGER tại Vinpearl Resort and Spa Phu Quoc, Phu Quoc

1/2018 → Hiện tại

Phu Quoc

RESORT ASSISTANT MANAGER, Vinpearl Resort and Spa Phu Quoc, Phu Quoc January 2018 — March 2019 GUEST SERVICE AGENT, Vinpearl Resort and Spa Phu Quoc, Phu Quoc GUEST RELATION OFFICER, Vinpearl Resort and Spa Phu Quoc, Phu Quoc

NOMINEE OF LEADER OF QUARTER IV 2023, Regent Phu Quoc

12/2023

NOMINEE OF LEADER OF QUARTER IV 2023, Regent Phu Quoc CONTRIBUTION TO THE SUCCESS OF TWO BUYOUT GROUPS (SALESFORCE AND GOOGLE GROUPS) IN JUNE AND JULY 2024

Ms. Lina - Director Of Room

Regent Phu Quoc

Daojulia1740@gmail.com - 0919293158