Berjaya University, Malaysia

Certified as professional HOD | specialized in Rooms Division Management | Guest Service Management | People Management | Room budgeting | Room cost | Facilitate, coach and mentor

ETS

Đại Học Tôn Đức Thắng

Marriott Management Trainee tại New World Saigon Hotel

Among about 100 candidates, selected as one of the 5 Marriott J-1 Future Management Trainee  6 months operational: Front Office, Restaurants, Banquet, Housekeeping, Laundry, Engineer  6 months administrative: Finance, HR exposure, Sale & Marketing, Revenue Management  6 months specialization in Front Office, focused on Operator section: training new hires, rostering, ensuring daily operations went beyond the guidelines and guests’ expectation.

Duty Manager tại Khách sạn Nikko Sài Gòn

Guaranteed that all new hires were qualified for the job, ready for the hotel grand opening:  Cascaded to all staff the company bio, policies, the hotel products, service, room configuration…  Coordinated with Oracles trainers to arrange Opera PMS training and practice to all hotel staff.  Organized SOPs training, hotel tours, and team outdoor activities to build product knowledge, creativities, presenting skills, self-confidence… and nurtured a close-knit, cooperative team.  Coordination of the setups for FOH, guestrooms together with constructors, and FF&E, OS&E suppliers to ensure 100% the quality of products handover, ready for the point of sale. After grand-opening, assisted FOM in steering daily FOH operations:  Controlled the day-to-day guest service, group operations, rostering, room inventory control. Solved hotel physical teething issues, complaints… consolidate SOPs when necessary.  Cultivated quality relationship with guests and colleagues to earn client loyalty and elevate the cooperation among co-workers to achieve the hotel common goals.

Asst. Front Office Manager tại Khách sạn Nikko Sài Gòn

334 rooms and apartments | 6 Sections: Front Desk, Concierge, Guest Service, Operator, Club Lounge, Business Center | 50+associates  Owned weekly rosters, yearly performance reviews, new hiring, internal and external guest’s complaints, backed up the Service Center, the Club Lounge and the Front Desk operations.  Conducted regular communications, meetings and ensured that briefings and meetings are effective and arranged as necessary.  Represented the Rooms function on the hotel's Leadership Committee in the absence of the EAM - Rooms. In addition to being involved in strategy meetings and workshops; development of business goals and objectives; preparation for budget, big groups and events.  Supervised rooms’ standards in general, solved the Out-of-Orders, working through the respective Head of Department to take corrective action where necessary.  Initiated and implemented training, in coordination with the Learning Manager and Departmental Trainers to sharpen associates skills and reduce shortfalls.  Other responsibilities: Maintained a high standard associated to guest engagement, Check-In score, directed and motivated the hotel upselling and loyalty program enrollments Main Projects & Achievements: - Manager of the Year – 2013 - Invented the “Guest Recognition System”, enabled staff to address by name, create wows and personalize guests’ stay. Accelerated 30% outstanding comments from elite, VIP guests. - Evolved the “Enrollment Racing Board” to boost membership enrollment. Won HQ annual prize - Contribution for the success of hotel grand opening - Accommodated VVIP and grand events: Russian Prime Minister entourage (160 rooms), Chabad Jewish MICE groups (112 rooms), Annual GBA Oktoberfest (3 days-over 1000 pax), etc. - Hotel lobby and Nikko Club renovation, annual rooms maintenance, all floors carpet replacement.

Front Office Manager tại Sheraton Can Tho, Melia Vinpearl Tay Ninh

262 keys | 4 Sections: Front Desk, Bellmen & Drivers, Guest Service, Operator | 40+ staff  Worked as a key Senior Advisor to the General Manager in delivering brand promises via managing the day-to-day FOH, and overseeing the rooms operation, while aiming for the targeted business results and departmental agreed budgets.  Monitored the follow-ups and provide mentoring for all service team members on customer interactions and management. Liaised directly with VIP, elite guests within the hotel, ensuring that all relevant information was shared as with departments across the hotel.  Key responsibility is to ensure all guests within the hotel receive seamless service. Key manager in resolving customer complaints and feedback.  Recruited and selected FO associates. Followed hotel guidelines when hiring and used a competency-based approach to collect associates, including group selection in previous roles  Supported GM in directing major events: hotel annual fire drill, SOPs consolidation project, Rooms budgeting, hosted the first luxury wedding fair in town, etc. Main Projects & Achievements: - Promoted 1 Duty Manager and 1 Senior - Manager of the Year – 2019 - Introduced the Mobile Group and VIP Check-in tools kit - Projects: The corporate SOPs consolidating taskforce, hotel chain annual vocational examination

Trưởng phòng Dịch vụ Khách hàng tại City International Hospital

Recruited to re-establish the Service Operations Department and boost the team performance. To oversee and promote effecient of all day-to-day service operations including Outpatient, Inpatient, Accidents & Emergencies and the Customer Service-Call Center units, directly responsible for 40+ employees. • Restructured and steered the team to undergo the Covid-19 pandemic. Optimized manning and client experience and operations by: installing multi-department Service Desk. Multi-tasked assignments, combined the Admission and Discharge Units into a one-stop service, relocated the Hospital Drug store to the lobby, re-build all hospital directional signs. • Enforced the SOPs, set team goals and KPIs. To inspire subordinates, to gauge and elevate team performance, to figure out and tackle the service hurt points, increased revenue and therfore, won the quarterly KPI awards in two consecutive quaters. • Systemized and digitalzed the patient appointment process. Facilitated a new customer satisfaction survey procedure, reduced waiting time and encouraged customer interaction. Increased the total experience index from 92% to 96% in five months. • Facilitated a safer oneway Covid-19 Screening and Testing Service Unit which eased traffic in morning congestion, minimized the waiting time from more than one hour to 20 minutes, improved Covid-19 safety distancing and, therefore, promoted patient safety and experience.