Hospitality operations and guest experience professional with progressive leadership experience across upscale hotels and resorts, with strong exposure to luxury service standards, VIP guest experience and quality assurance. Currently leading Operations and Guest Experience Quality at Mövenpick Resort Phan Thiet, working closely with the General Manager and Department Heads to strengthen operational performance, service standards and guest satisfaction. Strong track record in identifying service gaps, driving corrective action and translating guest feedback and quality insights into measurable operational improvement. Key achievements include improving Google guest ratings from 4.4 to 4.7, leading successful LQA, HACCP and Green Globe assessments, and taking responsibility for resort operations during the GM’s absence. MBA-qualified, combining hands-on hotel operations exposure with guest experience, quality assurance and people development, and now progressing towards broader hotel operational leadership.