Guest Experience Manager tại Vinpearl Wonderworld Phu Quoc

9/2023 → 4/2024 (7 tháng)

Phú Quốc

- Collaborated with General Manager (ExCom) to implement operational strategies across all customer facing departments, ensuring seamless cross-departmental coordination. - Managed operational protocols for guest feedback systems and issue resolution processes, maintaining high service standards for VIP and VVIP guests. - Consistently maintained operational Net Excellent Score (NES) above 85%, reflecting superior operational standards across all departments. ***Key Achievements: - Led and trained Butler team to successfully manage VVIP requirements during high profile events including 8Wonder Music Festival and Countdown Gala. - Established Resort Elite Team by identifying and developing guest-oriented staff from various departments

Clubhouse Manager tại Vinpearl Golf Phu Quoc

4/2024 → 5/2025 (1 năm )

Phú Quốc

- Coordinated integrated operations across Front Office, F&B, Kitchen, Locker, and Public Areas, ensuring seamless cross-departmental service delivery. - Supervised operational logistics for golf tournaments and VIP events, managing resource allocation and process coordination. - Oversaw asset management and facility maintenance operations to optimize efficiency and cost-effectiveness. - Developed and managed OPEX and CAPEX operational budgets, securing 85% of approved budget allocation for 2025. ***Key Achievements: - Reorganized operational workflows for restaurant and kitchen systems, increasing service capacity by 40%, which directly contributed to a 154% growth in F&B revenue during peak season. - Consistently exceeded operational F&B revenue KPIs for five consecutive months, achieving up to 109% in Q1/2025. - Served as corporate trainer for Professional Supervisor Program, enhancing operational leadership and service quality standards.

Assistance Front Office Manager tại Amanoi Resort

5/2023 → 7/2023 (2 tháng)

Phan Rang

Managed luxury resort front office operations in ultra-high-end environment (44 villas, 50-hectare property

Assistance Front Office Manager tại CENTARA MIRAGE RESORT MUI NE (762 room & 425 villas, 44 ha)

2/2022 → 5/2023 (1 năm 2 tháng)

Phan Thiết

- Recruited and trained Front Office team from 25 to 210+ staff during post-opening phase of large-scale resort (762 rooms, 425 villas). - Oversaw daily operations managing check-in/out processes for up to 1,500 guests daily, with peak volumes exceeding 2,100 guests during holidays. - Coordinated with multiple departments to ensure seamless guest experience across 44-hectare resort property. ***Key Achievements: - Elevated TripAdvisor ranking from #12 to #2 within eight months through guest satisfaction initiatives. - Promoted 10 staff members into leadership roles through targeted training and empowerment programs. - Implemented technology solutions (SARA, Handigo) and operational systems (Queue Room, Spare Room, Room Controller) to optimize high-season guest flow. - Expanded buggy fleet operations and enhanced guest logistics across expansive resort grounds.

Front Office Manager tại Khách sạn Vias Vũng Tàu

6/2020 → 6/2021 (1 năm )

Vũng Tàu

- Rebuilt the entire Front Office team after a complete staff turnover, recruiting and training 12 new members during the COVID-19 pandemic. - Set up all Front Office operations and SOPs from scratch to ensure smooth daily service. - Acted as MOD in the absence of the General Manager. ***Key Achievements: - Maintained the hotel’s position in the top six on TripAdvisor during the pandemic. - Built a cohesive and resilient team under challenging conditions

Assistance Front Office Manager tại Amena Residences & Suites managed by Melia Hotels International (165 rooms & suites)

1/2020 → 4/2020 (3 tháng)

Ho Chi Minh City, Vietnam

Reason for leaving: Permanent closure due to covid-19 pandemic

Duty Manager tại Vinpearl Hotel & Resorts - Tập Đoàn VinGroup

5/2018 → 1/2020 (1 năm 8 tháng)

Nha Trang, Phú Quốc, Hà Tĩnh

1/ Member of Vinpearl Manager Source Project - Asst. GM at Vinpearl Resort Nha Trang, Nha Trang city (2 months) - Recreation Manager at Vinpearl Resort & Golf Phu Quoc, Phu Quoc island (4 months) 2/ Front Office Supervisor (11/2018 - 04/2019) at Vinpearl Resort & Spa Phu Quoc, Phu Quoc island (636 rooms & 44 villas) 3/ Duty Manager (04/2019 - 01/2020) at Vinpearl Hotel Ha Tinh, Ha Tinh city (311 rooms & 37 floors)

Receptionist tại Hotel Novotel Zurich Airport Messe

8/2017 → 2/2018 (6 tháng)

Zürich, Switzerland

F&B Service tại Hotel Astoria

7/2016 → 12/2016 (5 tháng)

Lucerne, Switzerland

F&B Service tại Hotel Continental MGallery

5/2015 → 11/2015 (6 tháng)

Zürich, Switzerland

WSET Level 1

5/2024

Award in Wines

Manager of the Year

1/2023

Manager of year 2022 of Front Office Department at Centara Mirage Resort Mui Ne

NGUYỄN THANH HẰNG - General Manager

Vinpearl Golf Phu Quoc

v.GM-VPGPQ@vinpearl.com - 0919 769 196

PHẠM THÀNH NHÂN - Director of Operation

Vinpearl Wonderworld Phu Quoc

v.DOO-VPDSWWPQ@vinpearl.com - 092 390 68 68

HOÀNG TUẤN ANH - General Manager

Vinpearl Golf LemaN

v.GM-VPGL@vinpearl.com - 0966 88 22 99