Experience

Hotel de l'Opera Hanoi - MGallery

• Vietnam
• Hospitality
• 1 - 100 Employee

• General Manager

  • Aug 2022 - Present



Mövenpick Hotels & Resorts

• France
• Hospitality
• 700 & Above Employee

• General Manager

  • Aug 2018 - Aug 2022

  • Led the successful opening of a new five-star hotel in the bustling city of Patong, Phuket with 235 rooms and suites, 1 all day dining restaurant, 2 bars, Spa and fitness facilities along with 2 banqueting facilities fitted for maximum capacity of 200 guests. • Part of a cluster of 3 hotels from owning company; 1 luxury hotel (Movenpick) and 2 midscale/economy hotels (Novotel). • World Luxury Hotel Award in 2019 • Responsible for overseeing the entire hotel operation and working alongside the Sales and Marketing team and all operation department heads / 145 team members to implement all key Movenpick pillars and brand standards and drive desired financial results. • Entrusted by the owning company to oversee and manage a second hotel during the Covid-19 pandemic. • Developed highly positive working relationships with the owning company through trust and performance. • Achieved an above average (Thailand) Employee Engagement Score on Y1 of 86% work environment satisfaction. Show less



MGallery Hotel Collection

• France
• Hospitality
• 200 - 300 Employee

• Hotel Manager

  • Apr 2016 - Apr 2018

  Led rebranding efforts from a privately owned resort to ACCORHOTELS’ managed MGallery by Sofitel resort. Part of cluster group of 3 hotels; 2 luxury and 1 midscale 150 rooms and suites, 1 all day dining restaurant, 1 award winning rooftop restaurant, 2 bars, World Luxury Spa, 3 swimming facilities, fitness centre and banqueting facilities. Responsible for overseeing the entire hotel operation and working alongside Sales and Marketing team and all operation department heads / 218 team members to implement MGallery by Sofitel brand standards and drive desired financial results. Concept development and execution of Latin American, art deco inspired, al fresco lobby terrace bar with targeted revenue estimates of 2.5million THB for first year. Developed trust and highly positive working relationships with our CEO and Cluster General Manager, based in Bangkok, Thailand. Led the creative development of key Food and Beverage concepts for the pre-opening team of Avista Grande Karon, MGallery by Sofitel Staff development through internal and corporate training programmes Show less



MGallery Hotel de l'Opera

• Hanoi, Vietnam

• Executive Assistant Manager

  • Apr 2013 - Apr 2016

  • Responsible for overseeing hotel operation, with specific focus on all the Food and Beverage outlets of the hotel (70 staff), establishing high levels of standards in both service and kitchen operations. • Increased revenues from year to year by an average of 20%. • Led the efforts of the hotel’s Food and Beverage operation, uplifting service quality standards, implementing and monitoring training schedules. • Heavy emphasis on Profit & Loss statement analysis, budgeting, sales blitz and sales analysis, menu engineering and pricing strategies. • Overseeing brand compliance related areas • Reduced and successfully maintained low staff turnover rates (3%) year on year. • Achieved a 93% team satisfaction score in 2014, one of the highest in Vietnam. • Negotiating and overseeing the execution of various high profile events; Elite Model Vietnam, BeautyMedi, Style Magazine, Dior, Rimowa, Charles & Keith • Trained and participated in Hygiene audits focused on ISO quality certification standards Show less



Novotel Kuala Lumpur City Centre

• Facilities Services
• 1 - 100 Employee

• Operations Manager

  • Mar 2012 - Mar 2013

  Overseeing all Food and Beverage outlets, assisting in preserving the high levels of internationally recognized standards in both service and kitchen operations.Training, Sales Blitz, Sales Analysis, P&L analysis, Menu Engineering, deep focus on training and development. High interest in guest feedback qualitative analysis.Inventory management, implementing cost control tools to facilitate the monitoring of Food and Beverage operations. Assisting all operations in training and developingA hands on hospitality leader that lives and breathes the desire to bring people together for a common task; guiding team members to step-up, not only for guests, but for each other.Assisting all outlet managers and HOD's in better methodologies and practices to getting things done.An 'outside' the box thinker who is always considering the pros and cons. Show less

• Quality Management

  • Aug 2011 - Mar 2012

  Focusing on developing systems and tools used to systematically monitor the levels of hardware and software quality standards. Implementing a better understanding of the voice of the guest through the use of Quality Management tools. Heavy emphasis on training and developing all operations team members, particularly Food and Beverage and Reception staff.Leading the hotel's sustainability efforts - Earthcheck Silver Certification achieved in 2011-2012

• Restaurant and Bar Manager

  • Aug 2011 - Mar 2012

  Overseeing all F&B outlet operations, Training, Sales Blitz, Sales Analysis, P&L analysis, Menu Engineering, deep focus on training and development. High interest in guest feedback qualitative analysis.A no non-sense leader who pushes for high quality standards in both service and kitchen operations.



Pullman Hotels & Resorts

• France
• Hospitality
• 700 & Above Employee

• Quality and Attitude Manager

  • Jun 2011 - Aug 2011

  Planned, implemented and monitored Key Performance Indicators (KPI’s) for F/O Management and Staff (Daily Appraisal System) Developed and monitored a series of training sessions focusing on service quality and service delivery/recovery Carried daily site inspections and created a streamlined reporting process involving all Head of Departments Delivered weekly presentations to all Head of Departments concerning all online venues related to the Voice of Customer (Trip Advisor, Booking.com, Agoda, etc) Presented statistical data from said presentations creating overall awareness on the strong and weak points of operation geared for continuous improvement (QM) Led the Guest Satisfaction Survey in-house efforts requested by Accor Corporate Led the analysis of data collected and presented results to Head of Departments Reported directly to the Hotel General Manager in regards to progress made and planning of further quality systems Show less



EasyCare (an APCO Holdings brand)

• United States
• Motor Vehicle Manufacturing
• 100 - 200 Employee

• Dealer Online

  • Aug 2002 - Dec 2008

  Developing Excel Databases Assisting National Agents with up to date information that enhance their work performance Developing and Maintaining Microsoft Access Databases Inter-department assistant: English-Spanish Interpreter Developing Excel Databases Assisting National Agents with up to date information that enhance their work performance Developing and Maintaining Microsoft Access Databases Inter-department assistant: English-Spanish Interpreter



Crowne Plaza

• Hospitality
• 200 - 300 Employee

• Receptionist

  • 2001 - 2002

  Assisted with Check-In, Check-Out duties Assisted in revamping the concierge position and worked as such Established multiple networks with local restaurants and personally escorted guests to these establishments. Concierge duties such as recommendations and reservations for guests. Assisted the In-House Reservations Department, Sales and Marketing Department Assisted with Check-In, Check-Out duties Assisted in revamping the concierge position and worked as such Established multiple networks with local restaurants and personally escorted guests to these establishments. Concierge duties such as recommendations and reservations for guests. Assisted the In-House Reservations Department, Sales and Marketing Department



Embassy Suites Perimeter, Atlanta, GA USA

• Receptionist

  • Jan 2000 - Jan 2001

  Assisted with Check-In, Check-Out duties Assisted in revamping the concierge position and worked as such Established multiple networks with local restaurants and personally escorted guests to these establishments. Concierge duties such as recommendations and reservations for guests. Assisted the In-House Reservations Department, Sales and Marketing Department Assisted with Check-In, Check-Out duties Assisted in revamping the concierge position and worked as such Established multiple networks with local restaurants and personally escorted guests to these establishments. Concierge duties such as recommendations and reservations for guests. Assisted the In-House Reservations Department, Sales and Marketing Department