Chuyên gia quản lý vận hành trong ngành khách sạn | Nữ | 1987 | Hai Ba Trung – Hanoi

Hospitality Management, Property Management, Customer Service, Operations, Team Leadership, Sales Skills, Reporting, Accounting, Training, Communication, Management Software, Guest Relations …

**Résume**
Hanoi, October 2019

**Personal Details**
– **Full Name:** Pham Thi Yen
– **Nationality:** Vietnamese
– **Gender:** Female
– **Marital Status:** Single
– **Date of Birth:** 19 – 04 – 1987
– **I.D Number:**
– **Address:** 5M1 Bui Ngoc Duong Street, Hai Ba Trung District, Hanoi. (Living in Danang at the moment)
– **Telephone (home):** (024) 3627 2804
– **Telephone (mobile):**
– **Email:**
– **Skype:** yenpham194

**Personal Statements:**
– Had Hospitality Operation Experience and Management Skills.
– Want to Develop More in Overall Management.

**Education**
– **2005 – 2009:**
– Hanoi Open University, Hanoi, VN
– Bachelor of Business Management (Major: Hospitality Management)
– **2002 – 2005:**
– Viet Duc High School, Hanoi, VN
– High School Certificate

**Languages/Skills**
– **English:** Fluent in Speaking/Listening/Writing/Reading.
– **Skills:**
– Proficient in Computer Skills, including using Microsoft Office applications, Internet, and some Management Software (Micros and Opera – Property Management System in Hospitality).
– Developed in Accounting Skills.
– **Sale Skills:**
– Convince the guests by knowing of product, dealing the price, handling guest requests.
– Improved Developing, Analyzing, and Interviewing Skill in the last project on English subject – determine the tourist’s feelings on their trip to Vietnam.

**Other Interests/Activities/Skills**
– Enjoy Travelling, Listening to Music, Watching Movies, Exploring Cuisine, and Going Out with Friends.
– Joined in Zumba & Fit Club as a Zumba Instructor.

**Reference**
– **Mr. Vu Duc Luong**
– Regional Cinema Manager – CJ CGV Vietnam
– Mobile: +(84)
– **Mrs. Tran Thi Kim Lien**
– General Manager – Vinpearl Luxury Danang Hotel
– Hotel Mobile: +(84)

**Other Courses**
– The Distinction Grade Certificate of General Accounting of Center for Accounting & Qualifications Auditing Consultancy by National Economics University

**Experience**
– **July 2019 – Now:**
– **RedDoorz**
– Property Management Manager
– In Charge of Danang Market
– Support to Operation of RedDoorz Danang Properties Regarding to:
– Daily Operation
– PMS (RedPartner), Monthly Revenue Report/Billing
– Handling Owners’ Request (Contract Term & Condition, Price)
– Checking Properties in Advance to Make Sure They Reach RedDoorz Standard, then Do Activation and Go Live for Each Property After Owners’ Agreement.
– Support Customer Service Team to Handling Daily Issues in Properties as Guest’s Complaint/Guest Satisfaction, Relocate the Guest.
– Support Corporation Sale Team with Properties Information and Base Price Advice.

– **October 2018 – June 2019:**
– **Vinpearl Resorts**
– Operational Specialist – Nha Trang Cluster
– Synthesize Reports from 9 Resort Properties Regarding to Operation then Submit to DOO.
– Implement DOO’s Request/Notice to 9 Properties and Report Back the Result.
– Making Payment: PR/PO for Operation Office.
– Timekeeping for Operation Office Members.
– Booking Air Ticket/Hotel Room for Office Members and DOO’s Business Trip.
– Connect & Support Properties in Operation Request Submission to DOO then Feedback.
– Collect and Summarize the Report from Nha Trang Cluster Properties Regarding to Food & Beverage to Area F&B Director.
– Assist F&B Director to Implement New Plan or Any New Notice from HO to Area.

– **December 2015 – August 2017:**
– **CJ CGV Vietnam**
– Cinema Manager – CGV Indochina Plaza Hanoi
– Joined in Preopening Time of CGV IPH Cinema: Receiving Goods, Set Up Cinema Facilities.
– Working as Duty Manager, In Charge Shifts Operation; Make Sure the Cinema Works Well:
– Arrange Show Time, Customer Service, Checking Supervisor and Staff, Handling of Guests’ Complaint.
– Hiring and Training Part Time Staff:
– Screen CVs, Interview, Take Care of Part Time Staff Roster and Monthly Timekeeper.
– Assign Supervisors Tasks and Tracking Them to Make Sure Required Cinema Manager Timeline.
– Searching and Maintaining the Customer Relationship to Have Group Sales.

– **February 2013 – October 2015:**
– **Statewide Cleaning Cloths Australia Pty Ltd & Siam Recycling System (Statewide Group)**
– Team Leader of Administration & Purchasing
– Coordinate with Other Colleagues in Other Countries (Philippine, Malaysia) and Local (Australia) to Fulfill Admin Task Daily:
– Input and Manage Entry Data of Operation such as Collecting Rag Out, Containers in Australia Daily.
– Dealing with Pending Issues of States.
– Set Up and In Charge of Report System about Collection in Australia like Running All Reports Related such as States’ Master Run Sheet Report, Activities Report, National Report.
– Take Care of Accounting Tasks: Sales, Purchasing Invoices and Bank Reconciliation Reports in MYOB System.
– Advanced in Purchasing:
– Perform and Follow Searching, Buying Process, Dealing with Suppliers, Manage and Record Budgets.
– Be in Charge of the Whole Invoices Process Issuance from Making Orders, Opened, Closed and Even Cheque Writing for the Suppliers and Customers in MYOB – a kind of Property Management System that is Popular in Australia.
– Do Bank Reconciliations for States of Company Every Day.
– Conduct Training and Coaching for Team Members.
– Supervise and Evaluate Member’s Work on Weekly Basis.
– Report Weekly Work to Higher Managers.

– **March 2012 – December 2012:**
– **VietID Group**
– Assistant Sales & Marketing Manager
– Assist Sales & Marketing Manager in Documentations for Whole Department.
– Take Part in Implementing Marketing Plan and Strategy for All the Group’s Properties:
– 2 Clinics, 1 Kindergarten (Bright School) and 1 Hotel (Danang Riverside Hotel).
– Contact the Agencies of Marketing & IT:
– Design Sales Kit for Danang Riverside Hotel, Register Copyright for “Bee Clinics” Brand at National Office of Intellectual Property, Property Management System – Opera (for Danang Riverside Hotel), Produce 2013 Bright School Calendar.

– **August 2010 – March 2012:**
– **Crowne Plaza West Hanoi Hotel (Intercontinental Hotels Group)**
– Guest Service Centre Agent, Guest Service Agent and Guest Service Agent Supervisor
– Ensure Smooth Operation at Front Desk:
– Prepare Before Guest’s Check-in, Welcome and Perform Check-in Process at Guest’s Arrivals and Farewell and Perform Check-out Process Upon Guest’s Departure.
– Maintain Up-to-date Information on Hotel’s Facilities and Activities, Tour, Sightseeing, Transportation and Places of Interests and Make Reservation When Needed.
– Familiarize with Hotel’s Operating Programs like OPERA, Micros and Office Equipments like: Photocopier, Printer.
– Educated Professional Guest Service Agent of 5-star Hotel, from the Grooming to the Manning Appearance, Fire Training, Risk Management and Handling Guest Complaints.
– Well Trained in Handling with Guests’ Requirement Directly or Through Telephone.
– Used Winsuite to Operate and Manage Phone Calls.
– Worked in Instant Service: Handling All Guest’s Requests Through Telephone about Hotel Service: Laundry, Room or In-room Dining, etc.
– Developed Cashiering Skill, Team Work, Upselling and Leadership Skill.