K-TOWN RESORT PHAN THIET (NOVA GROUP)

Front Office Manager

Phan Thiết, Bình Thuận

● Managed day-to-day operations during peak holiday seasons, maintaining smooth guest check-in/out flows and high service satisfaction.
● Streamlined Front Office standard operating procedures (SOPs) to ensure operational consistency and seamless inter-departmental communication.

THE SECRET CON DAO (AKYN GROUP)

Front Office Manager

Côn Đảo, Bà Rịa - Vũng Tàu

● Spearheaded full Front Office operations, elevating guest satisfaction scores (CSAT) and maintaining top TripAdvisor rankings for the property.
● Optimized Front Office operating expenses by 8% through workforce scheduling adjustments and inventory controls.
● Implemented structured monthly and on-the-job training programs for staff, improving service quality and reducing turnover rate.

FLAMINGO CAT BA (FLAMINGO GROUP)

Front Office Manager

Cát Bà, Hải Phòng

● Operational Leadership: Oversee comprehensive Rooms Division operations encompassing Front Office, Housekeeping, Guest Relations, Concierge, Bell Service, and Transportation to deliver a seamless guest journey.
● Revenue & Financial Management: Partner closely with Revenue Management and Sales to execute strategic pricing, maximizing occupancy, ADR, RevPAR, and overall departmental profitability.
● Budget & Cost Control: Formulate and manage annual departmental operating budgets (OPEX), strictly monitoring financial performance to hit P&L targets without compromising luxury standards.
● Quality Assurance: Enforce compliance with brand SOPs, LQA (Leading Quality Assurance), and Forbes Travel Guide standards across all guest touchpoints.
● Cross-Functional Synergy: Collaborate with F&B, Engineering, Sales & Marketing, and HR to streamline daily workflows, handle guest feedback, and lead emergency response procedures.