At Fusion Original Saigon Centre, situated in the heart of a bustling metropolitan complex, my leadership is propelled by a drive for innovation and strategic partnership. Here's a glimpse of my journey:-Demonstrated proficiency in both pre-opening and ongoing operations of hotels, transitioning Fusion Original Saigon Centre from initial concept to a fully operational and thriving entity- Leading the creation of a sophisticated digital environment in collaboration with elite tech providers, elevating operational efficiency and enriching guest service interactions, solidifying a foundation for continuous innovation in the evolving hospitality landscape.- Navigating complex stakeholder relationships inherent to our unique location to deliver smooth operations and exceptional guest experiences. My proficiency in stakeholder engagement and collaboration has steered the integration of shared amenities, ensuring seamless operation within our diverse business ecosystem.- Directed key infrastructure upgrades, notably through strategic cost-saving initiatives and essential electrical system enhancements, bolstering the property’s infrastructure and operational continuity.- Collaboratively worked with financial and department heads to optimize resources, developing adaptable cost management strategies aligned with business demands.- Synchronized efforts with Sales, Marketing, and Revenue teams, driving revenue enhancement and solidifying our market position.- Instrumental in pivotal stakeholder discussions, shaping the strategic path and strengthening Fusion Original Saigon Centre's standing as a flagship model within the Fusion Hotel Group.In this role, my goal has been to not only lead through challenges but to convert them into opportunities for growth, setting standards for service excellence and operational agility.

Report directly to Hotel Services Manager - lead and oversee all aspects of hotel daily operations, predominantly focuses on Rooms and F&B operations. Align resources according to business strategic priorities, prepare rosters and closely monitored payroll through planning and payroll productivity meetings. Leverage company systems, incentivise and streamline processes to maximise total revenue through walk-ins, up & cross selling and promotions.

Oversee the execution of all the operations related to Front Office Department. Setting and tracking goals for the team to ensure productivity. Constantly working on improving quality of service through analysis, investigation and corrective actions. Formulating training plan for team that is proactive when looking at hard & soft skills needed to develop for team members. Assist the Director of Rooms in preparing Rooms Division budget and put measures in place to achieve or exceed the budgeted profit

Streamline hiring, onboarding and training process for front office to maximise engagement, productivity thus increase the bottom line. Develop guidelines and standard procedures. Monitor the level of service provided by the department i.e. analysing the guest satisfaction surveys, problem resolutions tracker.

Drive OSAT and Guest Love scores through leading the coordination of guests' needs and inquiries to ensure superb service and value for the guests. Plan coverage needs and organise security services to support incoming special events held at the property. Resolve safety issue as they arise, in accordance with crisis management guidelines. Direct and motivate team by providing in-the-moment feedback, regular catch up.

Work in all aspects of the Front Office Department including reception, concierge, switchboard and night audit.

Work across all F&B outlets in the hotel. Monitor alcohol consumption and keeping operation in line with legal service requirements.

Carry out public area, rooms attendant and house person duties. Engage with guests on room requirements and amenities to promote overall satisfaction.