Mai Anh Nguyen

Seeking a position as Senior Manager in Hospitality industry, in which I can apply my intimate knowledge and ten-year professional experience in Hospitality as well as my outstanding skills such as English skills, office management skills, leadership, creativity, communication skills and customer service skills with a view to contributing to all Department's efficient operation and the Hotel's general development.

In terms of education background, my specialization is Business Administration at Hanoi Tourism College.

* Main responsibilities: - Planning and executing departmental budgets; - Overseeing inventory needs and undertaking office management and administration; - Coming up with effective strategies to enhance the organization's financial health; - Recruiting quality employees to provide high-quality customer support; - Motivating and supervising employees; - Evaluating the performance of your assigned employees, delivering positive and/ or negative feedback, and addressing any shortcomings; - Research methods to improve operations and reduce costs; - Monitor and report on department performance; - Supervise and train employees; - Provide administrative support (e.g. updating inventory); - Ensure compliance with company policies and regulations; - Ensure all employees have full product knowledge; - Regularly inspect food and beverage quality; - Follow established and property; - Accounting procedures; - Hold monthly one-to-one staff meetings to establish and monitor targets and achievements, and update performance logs accordingly; - Conduct daily roll plays and ensure employees adhere to grooming standards; - Develop maintenance schedules; - Liaise with stewarding on inventory and breakage control; - Maintain daily log book maintaining clear and concise information on the operations; - Establish a guest database with preference records of regular guests; - Schedule employees to maintain the Lodge’s service standards within budgeted labor costs; - Assign responsibilities to subordinates and conduct regular performance checks; - Implement weekly cleaning schedules for operating equipment; - Manage organization and cleanliness of departmental areas by conducting weekly walk-throughs with the Hygiene Manager, Housekeeping, and Engineering Department; - Control stock of all Lodge equipment; - Constantly monitor staff's appearance, attitude, and degree of professionalism. *Achievements and skills gained: - Support to complete the setup of the FB Department concept according to the standards of Amaya Brand;

* Main responsibilities: - Motivate, discipline, direct, and supervise the work of all employees in the lobby lounge; - Develop and maintain training programs to ensure a high degree of staff professionalism; - Manage day-to-day operations of the restaurant; - Handle complaints and make effective service recovery; - Ensure standards are being followed under F&B policies and procedures; - Ensure all employees have full product knowledge; - Regularly inspect food & beverage quality; - Follow established and proper; - Accounting procedures; - Hold monthly one-to-one staff meetings to establish and monitor targets and achievements, and update performance logs accordingly; - Conduct daily roll plays and ensure employees adhere to grooming standards; - Develop maintenance schedules; - Liaise with stewarding on inventory and breakage control; - Maintain daily log book maintaining clear and concise information on the operations; - Establish a guest database with preference records of regular guests; - Schedule employees to maintain the Hotel’s service standards within budgeted labor costs; - Assign responsibilities to subordinates and conduct regular performance checks; - Implement weekly cleaning schedules for operating equipment; - Manage organization and cleanliness of departmental areas by conducting weekly walk-throughs with the Hygiene Manager, Housekeeping, and Engineering Department; - Control stock of all equipment in the restaurant; - Constantly monitor staff's appearance, attitude, and degree of professionalism. *Achievements and skills gained: - Support to complete the setup of the Dessert Lounge concept according to the standards of Lotte Group - Brand L7; - Contributed to an 18% excess of the restaurant's target revenue in August - September/ 2023 thanks to effective business strategies and human resource management implementation.

* Main responsibilities: - Ensuring incoming staff complies with company policy; - Training staff to follow restaurant procedures; - Maintaining safety and food quality standards; - Keeping customers happy and handling complaints; - Organizing schedules; - Keeping track of employees’ hours; - Recording payroll data; - Ordering food, linens, gloves, and other supplies while staying within budget limitations; - Supervising daily shift operations; - Ensuring all end-of-day cashouts are correctly completed; - Coordinating daily front - and back-of-house restaurant operations; - Controlling operational costs and identifying ways to cut waste; - Appraising staff performanceInterviewing/recruiting new employees; - Interacting with guests to get feedback on product quality and service levels. *Achievements and skills gained: - Improve customer service quality, and increase the rating for Green Chili Restaurant - Avana Retreat on TripAdvisor and Social Media from 4.7 to 4.9 stars, from January 2023 to February 2023; - Update 47 objectives on the Green Chili Restaurant's policies & procedures and develop a full-year training program for staff in 2023 for Food & Beverage Department from January 2023; - Accompanying the business situation of the Avana Retreat in Festive Season 2023 to increase revenue by 15% from the end of the fourth quarter of 2022 to the first quarter of 2023.

* Main responsibilities: - Implement the Retreat strategy across all operational departments; - To support and implement all corporate programs and guidelines; - Actively support the development, training, and mentoring of team members; - Recruit, interview, hire, train, coach, evaluate, reward, discipline, and when necessary, terminate employees; - Manage quality improvement process in areas of customer service and team member satisfaction; - Demonstrate leadership by example; - Manage revenue-generating services; - Motivate and build a working environment in which team members are productive and innovative; - Identify and lead positive public relations and teamwork opportunities; - Work cooperatively with clients, facility staff, physicians, consultants, vendors, and other service providers; - Establish, measure, monitor, and evaluate process policies and procedures; - Use problem-solving methodology for decision-making and follow-up; - Develop a business plan and evaluate business trends to modify strategies; - Interpret, analyze, and manage the budget to meet business objectives; - Provides constructive coaching and counseling to team members; - Develop and train department heads to fully understand and effectively perform their job; - Be in charge of the Retreat in the absence of the General Manager according to the given authorization. Perform other duties as assigned by General Manager. *Achievements and skills gained: - Improve customer service quality, and increase the rating on Social Media from 4.0 to 4.3 stars, from September 2022 to November 2022; - Welcoming and excellently serving more than 100 athletes participating in the 5th Vietnam Jungle Marathon - 2022 by TOPAS TRAVEL at PuLuong - Thanh Hoa Province in October 2022; - Accompanying the business situation of the Retreat before Winter Vacation to save costs by 32% in the third quarter of 2022.

* Main responsibilities : - Directs front office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests’s needs; - Participates in the development, implementation and review of the policies, procedures, practices and standards; - Selects, trains, develops, schedules and manages the performance of direct subordinates to ensure the efficient running of front office operations. (together with the FOM); - Maximizes hotel revenue by controlling room inventory, group blocking, packages and reinforcing the late charge policy to maximize REVPAR; - Maintains high visibility during peak period in order to ensure smooth running of operations, promotes good public relations, takes corrective actions and handles customers’ complaints to ensure their satisfaction; - Assists in greeting VIP guests in absence of the FOM upon their arrival and escorts them to their room. Establishes good rapport and offers assistance for the length of their stay; - Coordinates front office duties with various departments such as Executive Office, Housekeeping, Sales and Marketing, Engineering and Security to ensure that all guests are given friendly and caring service from their arrival until their departure according to High Standards in a safe and secure environment; - Identifies training needs, plans training activities and oversees their implementation for all front office sections. Follows up to ensure compliance and efficiency of training activities; - Keeps abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all front office staff are able to answer guest requests and questions; - Accomplishes a set of administrative duties such as leading and attending meeting, writing reports and memos and other specific duties related to the job function.Carry out other tasks as directed by Front Office Manager. *Achievements and skills gained: - Develop and propose Front Office Department business strategies that create operational adaptness and attract customers at the time of reopening the hotel after the Covid-19 pandemic. For example: + Set up the new program:

* Main responsibilities : - Act as the point of contact among executives, employees, clients, and other external partners; - Manage information flow in a timely and accurate manner; - Manage executives’ calendars and set up meetings; - Make travel and accommodation arrangements; - Rack daily expenses and prepare weekly monthly or quarterly reports; - Oversee the performance of other clerical staff; - Act as an office manager by keeping up with office supply inventory; - Format information for internal and external communication - memos, emails, presentations, reports; - Take minutes during meetings; - Screen and direct phone calls and distribute correspondence; - Organize and maintain the office filing system. *Achievements and skills gained: - Promoting and supporting the completion of the internal operating system and expansion of P'apiu Resort's operation scale; - Participate in supporting all the staff training according to high-standards service; -Taking care of customers through a fan page and improving service quality; - Participated in building and completing Wedding Plan 2021 for P'apiu Resort in Nov/2020; - Associating and supporting P'apiu Resort in receiving Travelife's certificate from August to November 2021

* Main responsibilities : - Directs front office operations such as checking in, checking out, and providing guestassistance whilst ensuring compliance with all front office policies, procedures, standards, and satisfaction of guests’ needs; - Participates in the development, implementation, and review of the policies, procedures, practices, and standards; - Selects, trains, develops, schedules and manages the performance of direct subordinates to ensure the efficient running of front office operations. (together with the FOM);- - Maximizes hotel revenue by controlling room inventory, group blocking, packages, and reinforcing the late charge policy to maximize REVPAR;- Maintains high visibility during the peak period in order to ensure the smooth running of operations,promotes good public relations, takes corrective actions and handles customers’ complaints to ensure their satisfaction; - Assists in greeting VIP guests in absence of the FOM upon their arrival and escorts them to their room. Establishes good rapport and offers assistance for the length of their stay; - Coordinates front office duties with various departments such as Executive Office, Housekeeping, Sales and Marketing, Engineering, and Security to ensure that all guests are given friendly and caring service from their arrival until their departure according to High Standards in a safe and secure environment; - Identifies training needs, plans training activities, and oversees their implementation for all front office sections. Follows up to ensure compliance and efficiency of training activities; - Keeps abreast of all emergency procedures, hotel promotions, product knowledge, VIParrivals, and upcoming events and brief direct subordinates accordingly so that all front office staff are able to answer guest requests and questions; - Accomplishes a set of administrative duties such as leading and attending meetings, writing reports and memos, and other specific duties related to the job function. Carry out other tasks as directed by Front Office Manager. * Achievements and skills gained: - Develop and propose Front Office Department business strategies that create operational adeptness and attract customers at the time of reopening the hotel after the Covid-19pandemic. For example: + Set up the new program:

Secretary of Food & Beverage Department - Assistant of FBD * Main responsibilities : - Support the Director to check overall all the service quality of all F&B outlets in the hotel according to daily check list and ensure good hygiene before guests arrive; - Translated and prepared necessary materials and documents for departmental sections, participated in departmental meetings and composed minutes; - Prepared monthly reports of Department and PowerPoint presentation for monthly meetings; - Collaborated with F&B Director and Marketing team in developing and implementing F&B promotional plans, Menu or programs; - Conducted intensive market and competitor research and report to F&B Director; - Assisted in F&B-related budget forecast and making relevant financial reports (revenue analysis, profits and lost, costing ...); - Proposed and coordinated effective Human Resources management and leadership training activities of the department. * Achievements and skills gained: -Thorough knowledge of customer service, office management and basic bookkeeping procedures; - Made positive contributions to the department's effective operation as well as F&B campaigns; - Contributed to an increase of 3 billion VND in the revenue target for the hotel's 2019 Mooncake season; - Improved administrative,problem sloving, planning, training, operational observation skills and decision-making skills, good teamwork ability to create cohesion among the members of the department; - Good negotiation skills, contract agreement, strong communication and pasionate with hospitality.

Restaurant Captain * Main responsibilities : - Monitored and ensured the restaurant's smooth and professional F&B service operations; - Organized duty roster of service staff; - Assisted in the restaurant's cost control, inventory, and staff training; - Maintained the hotel's brand standards and SOP for quality; - Proposed innovative ideas for improving customer service quality and boosting sales of the restaurant; - Addressing guests' requirements and problems in a professional and hospitable manner. * Achievements and skills gained: - Reward

* Main responsibilities : - Took customer orders and delivering food and beverages; - Provided guests with excellent service to ensure their satisfaction; - Presented menu, answered questions and made suggestions regarding food and beverage; - Applied positive suggestive sales approach to guide guests; - Checked dishes and kitchenware for cleanliness and presentation and reported any problems; - Deliver checks and collect bill payments. * Achievements and skills gained: - Contributed to smooth operation and high-quality customer service of the restaurant; - Reward