Julia Trần

During my time as a student at Can Tho University, I actively built a strong foundation in communication, teaching, customer interaction, and sales through various part‑time roles. I worked as an English tutor at several language centers, where I taught high‑school students, supported exam preparation, and provided conversational English training for learners planning to study or travel abroad. These experiences strengthened my ability to explain complex ideas clearly, adapt teaching methods to different learning styles, and motivate students to achieve their goals.

In addition to teaching, I gained practical business and customer service experience by working in retail sales at furniture and steel cabinet stores across the Mekong Delta region. This role helped me develop strong interpersonal skills, product knowledge, negotiation abilities, and a deep understanding of customer needs in a fast‑paced environment.

I also ran a small seasonal business selling roses during holidays and special occasions. Managing this business taught me valuable lessons in planning, inventory control, marketing, and delivering personalized service to customers during peak demand periods.

These early experiences shaped my work ethic, strengthened my communication skills, and gave me a solid foundation in customer engagement, service quality, and operational flexibility—qualities that continue to support my professional growth today.

At this luxury property, I focused on delivering warm, thoughtful, and highly personalized service to every guest. My goal was to make each stay feel unique by paying close attention to small details, anticipating needs, and creating meaningful moments throughout the guest journey. I worked hard to ensure that no guest ever left feeling unsatisfied, especially VIP, VVIP, and high‑profile travelers who required extra care and discretion.

I also supported Taste Studio events, where food, music, and storytelling came together to create memorable experiences that guests could truly connect with. These events allowed me to bring a more emotional and personal touch to the overall stay.

During daily operations, I handled a wide range of guest situations with calm communication and quick problem‑solving. I managed VIP profiles and reports, monitored guest preferences closely, and made sure every interaction—from arrival to departure—felt smooth, genuine, and well‑coordinated.

My approach combined attentiveness, empathy, and detail‑driven service, helping strengthen guest loyalty and elevate the luxury experience in a way that felt natural, personal, and truly memorable.

At Garrya Mu Cang Chai, I focused on developing a service culture centered around retreat‑style experiences, wellness, and emotional connection. I trained the Front Office team to deliver highly personalized service that reflects the essence of a mountain retreat—calm, attentive, and deeply guest‑focused. Through structured coaching and daily performance reinforcement, I successfully elevated guest satisfaction scores across social media platforms and strengthened the resort’s reputation for exceptional service.

I ensured manpower planning aligned with the resort’s operational needs, maintaining stable staffing levels to support smooth service flow throughout all seasons. To enrich the guest journey, I created comprehensive cultural and local‑experience guides, including information on ethnic traditions, regional specialties, and unique activities available in the surrounding area. These materials helped staff confidently introduce guests to the authentic beauty of the region and enhanced the overall stay experience.

Operating in the Northwest required strong crisis‑management capabilities. I developed and trained the team on practical response procedures for landslides and other mountain‑specific emergencies, ensuring guest safety and operational continuity even in challenging conditions.

My work emphasized wellness, personalized care, and energy restoration—key elements of the retreat concept. By combining thoughtful service design, cultural storytelling, and disciplined team training, I contributed to a more meaningful guest experience and a measurable increase in positive feedback and overall satisfaction.

At D’Lioro Hotel & Resort, I successfully rebuilt the entire operational framework for the Front Office Division, including Reception, Concierge, Bell Service, Spa, Swimming Pools, Kid’s Club, and Pickleball courts. I developed a complete set of updated SOPs, redesigned job descriptions for all positions, and created new operational checklists to ensure clarity, consistency, and efficiency across all shifts.

I established a seasonal manpower plan tailored to Ha Long’s one‑season tourism pattern, optimizing staffing levels for both summer peak periods and winter low seasons. I also designed comprehensive storm‑preparedness procedures and emergency action plans to ensure guest safety and operational continuity during severe weather conditions.

In addition, I standardized all departmental forms and documentation, strengthened asset‑quality control processes, and ensured smooth daily operations through structured weekly, monthly, quarterly, and annual planning. I trained the entire Front Office team to follow SOPs closely and built a dedicated guest‑care unit specializing in VIP, government, and high‑profile guests.

My initiatives contributed to a significant increase in positive guest reviews across social media platforms and boosted revenue in key areas such as the Spa, four‑season pool, and infinity pool through targeted upselling and service‑enhancement strategies.