HR-TALENT ACQUISITION MANAGER - tại WYNDHAM GRAND FALLSVIEWS HOTEL & CASINO

5/2022 → 11/2024 (2 năm 6 tháng)

Toronto

-Managed end-to-end recruitment lifecycle, including sourcing, screening, interviewing, and onboarding talent for various operational, management, and guest services roles. -Designed comprehensive training programs aligned with brand standards on procedures, policies, and service standards for all the 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.

HUMAN RESOURCE MANAGER/ GROUP QUALITY CONTROL MANAGER tại PLAZA PREMIUM HOSPTALITY GROUP

7/2018 → 6/2021 (2 năm 11 tháng)

Toronto

-Proven ability to optimize employee performance, ensure regulatory compliance, and drive exceptional guest satisfaction through rigorous quality assurance programs. -Adept at developing and implementing HR strategies, training initiatives, and quality management, - -Expertise encompasses talent acquisition, employee relations, performance management, training & development, and compliance with labor laws. -Skilled in developing and implementing quality control procedures, conducting audits, and analyzing data to identify areas for improvement. -Possesses a deep understanding of hospitality standards and a passion for driving continuous improvement in service delivery. -Successfully implemented streamlined HR processes, developed comprehensive training programs that resulted in significant improvements in operational efficiency and guest feedback scores.

TRAINING MANAGER tại MERPERLE RESORT AND HOTEL GROUP

11/2016 → 5/2018 (1 năm 5 tháng)

Nha Trang

-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 while maintaining business objectives and guest satisfaction. -Developed and delivered training programs for various departments, improving service standards. -Implemented HR policies and procedures to ensure compliance and best practices.

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 leadership development. -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)

Taipa

-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 the 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