Experience

Nova Hospitality

• Hospitality
• 1 - 100 Employee

• Area Operations Manager

  • Mar 2022 - Present



The Sailing Bay Beach Resort

• Ho Chi Minh City, Vietnam

• Personal Assistant to Deputy General Manager

  • Sep 2019 - Mar 2022

  • Ensuring that standards are consistent. • Managing the first impressions of the company and of its brand. • Maximizing room occupancy at best rates and using up-selling techniques to promote hotel services and facilities. • Monitoring the appearance, standards, and performance of members. • Maintaining good communication and working relationships with all hotel departments. • Conducting monthly performance meetings with senior managers. • Working closely with Resort… Show more • Ensuring that standards are consistent. • Managing the first impressions of the company and of its brand. • Maximizing room occupancy at best rates and using up-selling techniques to promote hotel services and facilities. • Monitoring the appearance, standards, and performance of members. • Maintaining good communication and working relationships with all hotel departments. • Conducting monthly performance meetings with senior managers. • Working closely with Resort Manager to drive a guest focused sales strategy. • Dealing with any enquiries, complaints and monitoring customer service. Show less • Ensuring that standards are consistent. • Managing the first impressions of the company and of its brand. • Maximizing room occupancy at best rates and using up-selling techniques to promote hotel services and facilities. • Monitoring the appearance, standards, and performance of members. • Maintaining good communication and working relationships with all hotel departments. • Conducting monthly performance meetings with senior managers. • Working closely with Resort… Show more • Ensuring that standards are consistent. • Managing the first impressions of the company and of its brand. • Maximizing room occupancy at best rates and using up-selling techniques to promote hotel services and facilities. • Monitoring the appearance, standards, and performance of members. • Maintaining good communication and working relationships with all hotel departments. • Conducting monthly performance meetings with senior managers. • Working closely with Resort Manager to drive a guest focused sales strategy. • Dealing with any enquiries, complaints and monitoring customer service. Show less



Pullman Hotels & Resorts

• France
• Hospitality
• 700 & Above Employee

• Guest Experience Manager (HOD), Executive Office at Pullman Saigon Centre

  • Jul 2016 - Aug 2019

  • Is a member of the hotel's management board, and works cross-departmentally with all departments. • Has a perfect understanding and clear vision of the brand's guest promise, is extremely in their manner and behavior. Is a coach and project leader. • Is the guest's voice within the hotel, centralizes, analyses and processed all available information concerning guest's perceptions of the services and products provided by the hotel. • Is responsible for implementing the Pullman… Show more • Is a member of the hotel's management board, and works cross-departmentally with all departments. • Has a perfect understanding and clear vision of the brand's guest promise, is extremely in their manner and behavior. Is a coach and project leader. • Is the guest's voice within the hotel, centralizes, analyses and processed all available information concerning guest's perceptions of the services and products provided by the hotel. • Is responsible for implementing the Pullman Guest Experience Program with the management board and throughout the hotel. • Coordinates and manages the Pullman Guest Experience Program concerning the continuous improvement process and project. • Provides necessary explanations and training for the hotel's heads of department in the use of the associated working methods and tools. Supports the heads of department in establishing a continuous improvement process and in introducing any necessary changes in working methods. • In collaboration with the heads of department, develops processes and defines or adjusts operational actions enabling the hotel to deliver a product and service that matches the guest promises as closely as possible. • Reporting directly to General Manager.

• Welcome Manager

  • Apr 2014 - Jul 2016

  • Lead dynamically the Welcomer Team and be pro-active to develop the section to an even higher level of service • Supervising more specifically: lobby assistance & guest relations, guest treatment standards • Ensuring the proper work of the operations in all area of the hotel • Being ready to handle every situation happening in the hotel • Monitoring the overall coordination of Front Office operations & assisting all sections of the Front Office department • Monitoring the… Show more • Lead dynamically the Welcomer Team and be pro-active to develop the section to an even higher level of service • Supervising more specifically: lobby assistance & guest relations, guest treatment standards • Ensuring the proper work of the operations in all area of the hotel • Being ready to handle every situation happening in the hotel • Monitoring the overall coordination of Front Office operations & assisting all sections of the Front Office department • Monitoring the proper follow up of the room requests & coordinating with housekeeping regarding the priorities in room cleaning • Ensuring the overall coordination as per emergency procedure established • Handling & resolving guest complaints and ensuring proper documentation in compliance with hotel standards • Having an excellent knowledge about hotel product & facilities • Responsibility to collect some guest feedbacks in order in the lobby when has the opportunity, and will as well update all the Guest Comments in the Opera Guest History • Issuers of the loyalty cards to the guests (Le Club Guest Card & Accor Advantage Plus) • Looking after special Guest Treatments such as Repeating Guests, honeymooners, anniversary, guest’s birthday, A Club card holders… as per procedure established • Reporting directly to Front Office Manager

• Personal Assistant to GM

  • Dec 2013 - Apr 2014

  • Devising and maintaining office systems, including data management and filing • Screening phone calls, enquiries and requests and handling them when appropriate • Meeting and greeting visitors at all levels of seniority • Organising and maintaining diaries and making appointments • Dealing with incoming email, faxes and post, often corresponding on behalf of the manager • Taking dictation and minutes • Producing documents, briefing papers, reports and… Show more • Devising and maintaining office systems, including data management and filing • Screening phone calls, enquiries and requests and handling them when appropriate • Meeting and greeting visitors at all levels of seniority • Organising and maintaining diaries and making appointments • Dealing with incoming email, faxes and post, often corresponding on behalf of the manager • Taking dictation and minutes • Producing documents, briefing papers, reports and presentations • Organising and attending meetings and ensuring the manager is well prepared for meetings • Liaising with clients, suppliers and other colleague

• Sales Executive

  • Apr 2013 - Dec 2013

  • Handling Corporate Accounts • Identifying new contacts and developing sales leads • Ensuring enquiries become confirmed business • Upselling where possible • Producing written quotations and confirmation • Checking customer satisfaction and resolving any issues to ensure repeat business



New World Saigon Hotel

• Vietnam
• Hospitality
• 100 - 200 Employee

• Receptionist

  • Sep 2009 - Apr 2013

  • Handle check-in/out, provide information • Handle cashiering • F&B Services for VIP Guests • Express Check-in/out for VIP Guests and Crew • Handle check-in/out, provide information • Handle cashiering • F&B Services for VIP Guests • Express Check-in/out for VIP Guests and Crew