Hung Doan Email and Phone Number

As the General Manager of two fine-dining establishments located at the prestigious Landmark 81, I oversee all aspects of operations, revenue growth, and team development to ensure exceptional customer experiences and achieve business objectives.Key Responsibilities: • Operational Excellence: Lead and manage daily operations for S79 Japanese Teppanyaki and Miwaku Premium, ensuring seamless service delivery and adherence to the highest standards of fine dining. • Revenue & Sales Channels Management: Drive business performance through walk-ins, hotline reservations, Facebook fanpage, and Zalo, ensuring all revenue targets are met or exceeded. • Customer Service Leadership: Enhance the customer journey through personalized experiences, prompt issue resolution, and delivering unparalleled service. • Team Development: Build and empower a professional team of fine-dining experts through training, mentorship, and performance management to create a culture of excellence and continuous improvement.

As an advisor and system builder for S.O.L Co., Ltd.’s Fast Casual and Casual Dining restaurant brands, I develop and implement comprehensive training systems to elevate operational efficiency and employee competency.Key Contributions: • Training Module Development: Designed and launched a modular training system tailored to each restaurant brand’s operational needs and customer service standards. • Career Pathway Framework: Established structured career progression plans across all employee levels, fostering engagement and long-term retention. • On-the-Job Training: Rolled out practical, hands-on training programs directly at restaurant locations to reinforce skills in real-world scenarios. • Competency Certification System: Built and implemented an assessment framework to certify staff skills, ensuring alignment with organizational standards. • Evaluation of Training Effectiveness: Designed a robust system to assess the quality and impact of training programs on restaurant operations and customer satisfaction.

To be responsible for creating training tools, operations manuals and delivering training programs on hospitality operations and customer service. Moreover quality of training programs are ensured by directly coaching in restaurant.- Analyse & plan the training needs and develop programs to meet those needs.- Design training programs using techniques such as classroom learning, demonstrations, one-on-one coaching or online learning.Training modules help staff should strive to not only meet guest's expectations, but exceed them and focus on increasing sales and improving service.- Making guests feel welcome- Greeting & farewell (learning how to handle the Moments of Truth related to tasks such as understanding guest expectations, answering guest questions over the phone, managing the wait, and seating guests)- Bussing table (food & drink serving, cleaning table)- Generating sales (preparing for a shift, completing side work, and accurately taking guests’ orders)- Warpping up the guest's experience (learning how every member of the team plays an important role in concluding the guest visit in a way that leaves a positive impression and creates guest loyalty)- Teaching servers to sell (transforming order-takers into salespeople)- Mastering product knowledge (teaching servers the importance of knowing the details of every item on the menu)- "Service" - restaurant’s invisible product (helping servers and other front-of-house employees understand the importance of providing exceptional service to every guest on every shift)- Cross-selling & Up-selling (helping servers provide better service, raise check averages, and increase tips).

Bò Tơ Quán Mộc & LongWang (HongKong Hydrothermal Steamed Hotpot) Restaurant Chain• Development and Implementation of Standard Training Documentation: Successfully created and applied a comprehensive system of standard training materials across all restaurant chains within the company.• Career Advancement Pathway Creation: Established and executed a clear advancement pathway for the restaurant operations team, facilitating professional growth and development.• Operational Data and Competency Tracking System: Designed and launched a robust system to monitor and track the performance and competency levels of restaurant staff.• In-Restaurant Training System: Developed and implemented an on-site training system to enhance hands-on learning and operational efficiency.• On-the-Job Training (OJT) System and Trainer Team: Created and deployed an effective OJT system alongside a team of dedicated trainers to ensure continuous staff development.• Skill Assessment System: Built and introduced a practical skill assessment system to evaluate and improve staff performance regularly.• Knowledge Testing System: Designed and implemented an online knowledge testing system to ensure staff are well-informed and up-to-date on necessary information.• Certification System: Established and rolled out a comprehensive certification system to recognize and validate the roles and positions of the restaurant team.

ORGANIZED THE HIGH LEVEL CUSTOMER SERVICE TEAM IN RESTAURANT• Recruited the right person with standard of appearance to high level service skills• Trained soft-skills and knowledges about service in restaurant, especially skill to capture and understand guest psychology• Deployed Customer Service team to support Operations with criterion of learning culture to be the one understands everything can help customer.• Responsed flexibly in arranging CS team to support special parties, events, maintain the service quality throughout that time.DEPLOYED THE SERVICE QUALITY CONTROL BY MYSTERY SHOPPER METHOD• Established evaluation criteria under the direction and approval of the CEO• Implemented the evaluation criteria table with a scale according to the design of the company's BSC (Balance Score Card) system• Organized the service inspection plan, work with partners to provide inspection services in the form of Mysterious Customers. Ensure that the evaluation criteria are correct and the form is fair.• Analyzed assessment results, summarize status and report results periodically to relevant levelsHOLD THE CALL-CENTER TEAM TO DELIVER SERVICE OF RECEIVING BOOKING AND DEALING COMPLAINTS• Set up the switchboard system and performance standards of the Service Operator• Set up the implementation process, trained skills and handle instructions for the team of call center specialistsBUILT UP PRIORITY CUSTOMER EXPERIENCE TEAM OF NOVALAND• Standardized the customer experience team with professional image & high-classed skills of caring customer needs about real estate products, promotions, their benefits…• Built a script to approach and make a good impression on customers for priority customer service team.• Developed a plan to train advanced knowledge, processes and skills for priority customer service team, help them to be confident and professional when approaching to support customers.

- Managed effectively works from the company's Marketing partners. Evaluated results periodically every week, every month and reviewed Marketing plan from partners.- Supported to effectively managed the operation of Urban BBQ and Dao Hua restaurants, assessed growth, recorded business status, and proposed solutions to CEO- Standardized the restaurant operation process according to the CEO's Training and Development plan- Work directly with partners on the implementation of restaurant operation management tools at the request of the CEO- Arranged the mentoring meeting between partners and CEO- Synthesized the needs and results of the business consulting process between the partner and the CEO- Managed the CEO's image and information in online teaching.

Drives restaurant P&L, analyses and orients business efficiency.Organizes private event according to customer requirements.Oversea the dining area, supervises food and beverage service staff in accordance with operating policies that he or she may help establish.Creates a positive team atmosphere among Team Members.Maintains records of staff periodic manner and operating costs.Provides feedback and coaching to the Team regularly.Treats all Team Members fairly, with respect.Sets high standards for appropriate team behaviour on shift.Handle guest complaints in restaurants.Maintain budget and employee records, prepare payroll, and pay bills, or monitor bookkeeping records.Check the quality of deliveries of fresh food and baked goods.Arrange for maintenance and repair of equipment and other services.Ensures new products are executed properly the following roll-out.Is capable of handling irate customers with a friendly/calm attitude.Ensures product quality and great service.Shows enthusiasm about guest within the restaurant.Has effectively forecasted restaurant needs.Shifts priorities and goals as work demands change.Priorities tasks effectively to ensure most important tasks are completed on time.Delegates and follow-up effectively.Taking Ownership of issues or tasks and also give detail update of the F&B manager and the General Manager.Seeks, listens and responds to Guest feedback.Coaches team on how to exceed Guest expectations.Effectively identifies restaurant problems through reports and can ideate & execute to resolve the same.Proficiency in using computer software to monitor inventory, track staff schedules and pay, and perform other record keeping tasks.Proficiency in Point of sale ( POS ) software, inventory software, Restaurant guest satisfactory tracking software etc.Assist in planning regular and special event Menu.

- Built solidly a successor team- Leaded effectively all team in restaurant

- Trained all staff sections according to method 1-1- Staffed effectively all employees according to Restaurant Staffing Needs- Reported detail business results and Profit & Lost analysis

- Planed correctly 3S (Staff, Stock, Sales)- Controlled effectively Cost of Sales and Cost of Labour- Acknowledged sensibly a progressive person in team

- Maintained effectively restaurant inventory, hygienically cleanliness, accurately food rotation.- Supervised all duties included; delegated conformably responsibilities, scheduled fully roster, evaluated properly Profit & Loss, interviewed and trained practically new staff.- Assisted positively in the execution of the strategic plan included: budget management, P&L accountability, cost control.- Enhanced and continued highly guest service experience by creative initiatives.- Maintained and demonstrated strongly knowledge of food and beverage trends within the hospitality industry- Assisted directly the Research & Development department in all new product launching - Ensured properly maintenance, cleaning and operation of the restaurant and service equipment- Assisted timely in the execution of administrative function such as reporting, forecasting.

Rotated across functions to deeply involved & understand hospitality operations. - Assisted F.O Supervisor in delivering top-class service & ensured customer satisfaction by quickly resolving inquiries. - Delivered 4-star food & beverage service to guests of “Garden Brasserie” Restaurant by quickly taking orders & dealing with special requests & complaints. - Learnt about scheduling & supervising skill by actively helping Executive Housekeeper in daily operation. - Led extra responsibility in everyday flower decoration, with an awareness of green & cost saving issue.