Front Office Manager tại Meliá Danang Beach Resort

6/2024 → Hiện tại

Việt Nam

• Lead Front Office operations ensuring operational excellence. • Drive guest satisfaction, loyalty performance and online reputation. • Manage departmental P&L, budgeting, cost control and manpower planning. • Lead recruitment, coaching and development of Front Office associates. • Work closely with sale to update the trend on OTA bookings, potential group and event. Key Achievements • Promoted from Assistant Front Office Manager to Front Office Manager in recognition of strong operational leadership and performance. • Successfully led the migration from Opera PMS V5 to Opera Cloud, ensuring a smooth transition with minimal operational disruption. • Developed and managed the 2026 Front Office budget, departmental expense plan, and annual manpower plan to support operational and financial objectives. • Designed and implemented an OTA reputation improvement strategy that enhanced online guest review performance and overall guest satisfaction. • Led cross-functional room enhancement projects, including room leak rectification, room type conversion, interconnecting room optimization, self-service laundry implementation, and trolley mart setup in collaboration with the Executive Assistant Manager. • Served as the resort's Melia Coach, driving loyalty program performance across all departments and successfully achieving all 2025 KPIs, including member enrollments, point redemptions, guest satisfaction, and loyalty collateral compliance. • Doubled Front Office upselling revenue from VND 0.9 billion in 2024 to VND 1.9 billion in 2025, representing an increase of more than 111%. • Increased Tour & Transportation revenue from VND 0.6 billion in 2024 to VND 1.4 billion in 2025, delivering an increase of approximately 133%. Strengthened the guest experience strategy through continuous service improvement initiatives, contributing to higher guest satisfaction and stronger loyalty engagement.

Staff of the month

10/2023

winner Staff of the month