Operational experience: • Front Office Manager at Super Hotel Candle – 287 Doi Can, Ba Dinh, Hanoi (2021 – present) - Review and build proper SOPs, guide FO staff to follow - Supervise all Front office department’s activities, operation (cleanness, staff’s grooming & attitude, facilities, equipment, energy….) - Recruit, training, evaluate, promote staff. Roster assignment - Maximize revenue by room assigning, upselling - Maximize guests’ satisfaction (short & long term, VIP, loyalty…) - Monthly P & L meeting attendance - Propose the plan of revenue to maximize F/O profit • Room Division Manager / Operation Manager at Venus Tam Dao Hotel – Ward 1, Tam Dao Town, Vinh Phuc (2020 – 2021) - Training FO staff - Assist colleagues in setting up, managing, operating and seeking potential guest who has the requirement for rental villa - Operational tasks o Oversee and direct the operations of various departments within the hotel to ensure efficient performance. o Supervise the provision of services to guests, ensuring prompt response to legitimate requests and swiftly addressing complaints to achieve guest satisfaction. o Manage revenue to maximize the average revenue per room and occupancy rates. o Personally inspect the setup of rooms for special VIP guests; organize reception, inquire about their experience, address their requests, and promptly resolve any issues that arise during their stay. o Propose and plan the repair and upgrade of the hotel's infrastructure and interior furnishings in accordance with the recognized star rating. o Monitor food safety and hygiene practices, and oversee security measures and fire prevention protocols. - Sales & Marketing tasks: o Periodically develop business and marketing plans for the hotel, submit them for approval to the Owner, and implement the approved plans. o Continuously update and stay informed about the domestic and international hotel industry to adjust business plans accordingly in response to new developments. o Collaborate directly with the sales department to engage relationships with the hotel's major partners and clients. o Ensure the achievement of quarterly and annual business targets as set forth. - Financial tasks: o Approve requisitions for goods and services required for daily operations. o Control expenses, food costs, and key performance indicators related to breakage, loss, and depreciation of tools and equipment. o Approve payments to partners and suppliers, and select vendors. o Prepare budgets and profit and loss (P&L) reports. Be accountable to the Owner for the hotel’s operational efficiency and overall profitability. - Administrative tasks: o Develop periodic wage plans and submit them for approval by higher management. o Manage the hotel’s human resources, ensuring the necessary staffing levels for efficient hotel operations, creating a positive work environment for employees, establishing fair and deserving reward and penalty systems, and ensuring timely payment of salaries and other benefits. o Implement recruitment and training plans for staff, personally handle the recruitment of senior management positions. o Maintain strong relationships with customers, partners, and management units. o Sustain and develop relationships with regulatory agencies, the local community, and other relevant entities, and represent the hotel in participating in local social activities. - Other tasks: o Organize and lead regular and ad-hoc briefing meetings with department heads to promptly understand the hotel's operational status. o Carry out additional tasks as assigned by higher management.