ASSIST- TALENT ACQUISITION MANAGER tại HOLIDAY INN DOWNTOWN TORONTO

9/2021 → 11/2024 (3 năm 2 tháng)

TORONTO

-Managed end-to-end recruitment lifecycle, including sourcing, screening, interviewing, and onboarding talent for various operational, management, and front desk roles. -Designed comprehensive training programs aligned with brand standards and guest service excellence. -Collaborated with department leaders to identify skill gaps and design customized training solutions for operational departments. -Led orientation programs, ensuring new hires transitioned seamlessly into their roles while achieving high employee engagement. Developed digital/printed learning resources and e-learning modules to support training goals. -Evaluated training effectiveness using performance data and employee feedback to identify opportunities for improvement. -Monitored training costs and maintained efficient program delivery.

GROUP QUALITY CONTROL MANAGER tại PLAZA PREMIUM EXECUTIVE AIRPORT LOUNGE

7/2018 → 6/2021 (2 năm 11 tháng)

TORONTO

-Directed daily operations of the lounge, supervising diverse teams to ensure consistent, high-quality guest service. -Provided leadership and performance coaching to team members, driving employee motivation and professional development. -Managed lounge amenities, food and beverage inventory, and guest experiences to ensure expectations were exceeded. -Addressed guest feedback and complaints with prompt, professional solutions while maintaining operational efficiency. -Controlled operational costs while optimizing financial performance. -Ensured compliance with health, safety, and service standards through collaboration with operational partners.

TALENT & CULTURE / TRAINING MANAGER tại MERPERLE RESORT AND HOTEL GROUP

11/2016 → 11/2017 (1 năm )

HO CHI MINH

-Designed and delivered impactful training sessions in customer service, teamwork, leadership, and operational standards. -Conducted learning needs analysis to align training strategies with organizational objectives and employee growth opportunities. -Implemented post-training evaluations to track learning outcomes and adjust programs to meet evolving needs. -Facilitated team-building activities to strengthen employee collaboration and foster positive work environments.

GUEST RELATION MANAGER tại PARAGON SAI GON HOTEL

1/2015 → 11/2015 (10 tháng)

HO CHI MINH

-Designed and delivered employee training programs to improve performance, leadership development, and customer service. -Conducted needs analysis to identify knowledge gaps and designed tailored workshops for skill development. -Coordinated with management to align learning objectives with organizational strategies and guest service standards. -Monitored employee performance metrics to assess training effectiveness and success.dership development) to groups of [#] employees. -Monitored and measured the success of training initiatives through feedback, employee performance metrics, and assessments. -Partnered with department heads to align training objectives with organizational goals and standards. -Coordinated with external training providers as necessary to support organizational learning goals.

GUEST SERVICE OFFICE /EXECUTIVE CLUB LOUNGE SUPERVISOR tại SHERATON GRAND MACAU

2/2012 → 10/2014 (2 năm 7 tháng)

MACAU

-Supervised daily operations of the executive lounge, maintaining exceptional guest service levels and streamlined operations. -Trained, managed, and coached front office associates to ensure smooth daily service delivery and guest satisfaction. -Resolved guest concerns promptly, maintaining professionalism and enhancing guest experience. -Coordinated with multiple departments (housekeeping, maintenance, security) to ensure seamless operations.

STARWOODS CARES RECOGNITION AWARD 2013

1/2013

In recognition of an outstanding performance in guest relations of Sheraton Macau