HA NOI UNIVERSITY OF LANGUAGES

Front Office Manager tại Boton Blue Hotel & Spa

Responsible for overseeing all Front Office operations to ensure smooth daily performance, service quality control, and enhanced guest experience. Supervising check-in/check-out procedures, handling guest complaints and service recovery, training and developing the team, monitoring upselling revenue (room upgrades and ancillary services), and coordinating with other departments to optimize operational efficiency and guest satisfaction.

Regional Front Office Manager (Quản Lý Vùng) tại Mường Thanh Luxury Khánh Hòa

Quản lý nghiệp vụ lễ tân của các khách sạn Mường Thanh trong khu vực. Bao gồm Mũi Né, Đà Lạt, Nha Trang, Buôn Mê Thuột, Gia Lai. Training, inspecting, and supervising the front office operations at 8 Muong Thanh hotels located in: Mui Ne, Da Lat, Buon Ma Thuot, Gia Lai, and 4 hotels in Nha Trang. Standardizing front office operations during the transition period from Hoang Anh Gia Lai Hotel to Muong Thanh Grand Gia Lai, ensuring smooth operations and compliance with service standards.

Assistant Front Office Manager tại Mường Thanh Luxury Khánh Hòa

Rromoted to Front Office Manager in May 2024 after demonstrating strong leadership and operational excellence. Successfully elevated the hotel’s TripAdvisor ranking from #64 in 2022 to #5 in 2023 through consistent service improvement and guest experience initiatives. Trained and coached a team of 18 front office staff in professional skills and service standards. One staff member won First Prize in the 2023 Front Office Skills Competition, surpassing over 305 employees across the Group. Mentored a front office supervisor through progressive roles including Shift Leader, Assistant Front Office Manager, and finally Front Office Manager at Muong Thanh Luxury Vien Trieu in May 2023.

Assistant Front Office Manager tại NAVY HOTEL GROUP

Promoted to Front Office Manager after 10 months based on performance and leadership. Simultaneously took on the responsibility of overseeing the Reservations Department, ensuring seamless coordination between front office and reservations. Supervised daily operations, guest service quality, and staff scheduling to maintain smooth front desk performance. Trained and mentored front desk and reservations staff to improve efficiency and service standards. Actively contributed to improving guest satisfaction scores through personalized service and effective complaint resolution.

Assistant Front Office Manager tại Diamond Bay Golf & Villas

Took primary responsibility for front office operations, focusing on welcoming and serving golf guests and long-term stay guests, mainly Korean clients participating in golf training programs. Specialized in handling high-end clientele with personalized, discreet service tailored to VIP expectations. Effectively managed guest records and reservations without the use of hotel management software, demonstrating strong proficiency in Microsoft Excel to track bookings, stay details, and guest preferences. Built strong relationships with affluent guests by providing attentive, professional service and anticipating their needs.

DUTY MANAGER tại The Anam

Played a key role during the pre-opening phase, setting up front office operations, SOPs, and interdepartmental coordination processes. Acted as Manager on Duty, ensuring smooth daily operations, handling guest relations, and supporting departments during soft opening and full launch.

DUTY MANAGER tại Best Western Havana Hotel Nha Trang

Operated in a high-pressure environment with over 400 daily check-ins and check-outs, supporting a hotel with a total capacity of 1,000 rooms. Coordinated cross-departmental teams to ensure smooth guest flow, fast turnaround, and service consistency during peak periods. Handled VIP arrivals, urgent guest issues, and service recovery with professionalism, maintaining guest satisfaction amid high occupancy rates.

Club Lounge Shift Leader tại InterContinental Nha Trang

Joined the pre-opening team as Telephone Operator Leader, responsible for setting up internal communication procedures and guest service protocols. Promoted to Club Lounge Shift Leader during the pre-opening phase of the 18th-floor Club Lounge, managing daily operations and providing personalized service for VIP guests. Cross-functional role, covering both Front Office and F&B responsibilities, including guest check-ins, food & beverage service, and ensuring a seamless luxury experience for club-level guests.

F&B Attendant tại Sheraton Nha Trang Hotel & Spa

Performed multiple roles across the Food & Beverage department, including bartender, restaurant server, and in-room dining attendant. Delivered consistent, high-quality service in various settings, adapting quickly to different service styles and guest expectations. Developed strong knowledge of F&B standards in a 5-star international hotel environment, laying a solid foundation for future hospitality roles

Guest Service Agent tại Diamond Bay Resort & Spa

Began hospitality career in a multi-functional front office role, rotating through reception, telephone operator, and night audit duties. Gained solid foundational experience in guest service, communication, and administrative procedures within a large-scale resort setting. Built strong attention to detail and adaptability by working across shifts and handling diverse guest needs.