Front Office Manager tại CAO Hotel

7/2018 → / (8 năm 3 tháng)

Vung Tau City

• Led daily Front Office operations, including arrivals, departures, room control, and guest assistance in a busy city-hotel environment. • Handled guest complaints and service recovery while coordinating with other departments to resolve issues promptly. • Guided Front Office colleagues on service standards, shift execution, and professional guest communication. • Maintained smooth Front Office operations while supporting consistent guest service standards.

Front Office Manager tại Marina Bay Vung Tau Resort

2/2019 → 2/2019 ()

Vung Tau City

• Managed Front Office and guest service operations with a strong focus on room availability, arrival planning, and service standards. • Prepared VIP arrivals and handled escalated guest concerns, coordinating with operational departments to deliver timely service recovery. • Worked closely with Housekeeping, Engineering, and Sales-related teams to ensure room readiness and fulfill guest requirements. • Coached Front Office colleagues and monitored daily performance to maintain reliable service during peak periods.

Assistant Front Office Manager tại Oceanami Villas & Beach Club

7/2020 → 7/2020 ()

Vung Tau City

• Supervised daily Front Office operations, including room assignments, guest requests, cash and deposit controls, and shift handovers. • Supported guest complaint handling and service recovery while coordinating with relevant departments to resolve room and service issues. • Trained and mentored Front Office colleagues, reinforcing service standards, operational procedures, and effective shift communication. • Supported the Front Office Manager in maintaining smooth daily operations and consistent guest service.

Front Office Manager tại Premier Pearl Hotel Vung Tau

3/2022 → 3/2022 ()

Vung Tau City

• Directed Front Office, Concierge, and Call Center operations, ensuring consistent service quality throughout arrivals, departures, and in-house guest experiences. • Coordinated room status, VIP arrangements, and guest requirements with Housekeeping and other departments, particularly during high-occupancy periods. • Led daily briefings, manpower planning, coaching, and performance supervision while reinforcing SOP, safety, and service standards. • Managed escalated guest complaints and service recovery, ensuring timely follow-up and protecting guest satisfaction. • Recognized as Best HOD of the Year 2023 for leadership and departmental performance.

Front Office Manager tại Seashells Phu Quoc

3/2024 → 2/2024 ()

Phu Quoc City

• Rebuilt and stabilized Front Office operations within two months, restoring clear operational routines, team coordination, and consistent guest service. • Strengthened staff coaching and service recovery practices, contributing to guest review scores of 9.0 on Agoda and 8.8 on Expedia. • Oversaw arrivals, departures, room assignments, VIP preparation, guest relations, and service recovery while coordinating closely with operational departments. • Led recruitment, training, coaching, and performance reviews to develop a capable and accountable Front Office team. • Analyzed guest feedback and recurring complaints to improve procedures and enhance the arrival and in-house guest experience.

Front Office Manager tại AZERAI KE GA BAY

10/2025 → Hiện tại

Phan Thiet - Ke Ga

• Led daily Front Office operations, overseeing arrivals, departures, VIP and returning guest recognition, personalized guest experiences, and service recovery. • Coordinated closely with Housekeeping, Engineering, Food & Beverage, and other departments to ensure room readiness and seamless guest experiences. • Took ownership of escalated guest concerns and implemented timely service recovery solutions while maintaining luxury service standards. • Coached and developed the Front Office team through daily briefings, on-the-job guidance, and SOP improvements to strengthen consistency and accountability. • Improved guest information accuracy, internal communication, and shift handovers to enhance guest recognition and operational efficiency. • Led Front Office operations within a luxury resort awarded One MICHELIN Key.

Star of the Month

5/2027

Recognized as Star of the Month at Oceanami Villas & Beach Club for outstanding performance and contribution to guest service and Front Office operations.

Best HOD of the Year 2023

2/2023

Recognized as Best Head of Department (HOD) of the Year 2023 at Premier Pearl Hotel & Spa Vung Tau, in recognition of leadership, departmental performance, team management, and commitment to guest service excellence.