- Conducting training needs analysis and define the priority - Implementing, and monitoring training programs: Orientation, Customer Service, Upselling, Wyndham University platform...- Creating testing and evaluation processes - Creating welcome kit, welcoming and conducting orientation course for new members and interns - Organizing events to create TEAM Spirit

- Consulting new programs for Front Office Faculty in Management Field- Being as STHC Assessor to the front office department of Windsor Plaza Hotel, Intercontinental Hotel Saigon, Central Palace Hotel, The Reverie Saigon Hotel and hotels of SaigonTourist Holding Company (2014-2018)- Being as a member of Facilities and Equipment Quality Control Board- Conducting lectures on Front Office procedures: Hotel Industry, Telephone Skills, Reservations, Check-in, In-house services, Handling Complaints, Check-out, Communication Skills & Customer Service.

- Building a Customer-Centric Strategy (providing a positive customer experience before, during and after sale through contact center, working area, team members' personal appearance and attitude)- Analyzing call center statistics and adjusting processes to exceed goals- Maintaining a professional and an empathetic workplace- Building and maintaining positive stakeholder relationships with Embassies and Consulates (UK, Australia, New Zealand, 10 Schengen countries)- Reviewing, developing and implementing operational policies and procedures- Being as a member of Coach Team for Indo Trans Logistics Corporation (ITL Corp)- Conducting internal audits and preparing for external audits

- Recruiting and interviewing associates for front office positions- Implementing and training staff on new procedures, ensuring all front office quality standards are adhered to- Conducting monthly reward and recognition meeting, celebrating hotel and associate achievements- Following up the ranking of the resort on review websites: trustyou, tripadvisor, agoda, booking.com- Balancing cost controls with exceptional customer service and associate satisfaction.

- Being as STHC Assessor to the front office department of Windsor Plaza Hotel, Intercontinental Hotel Saigon, Central Palace Hotel and hotels of SaigonTourist Holding Company- Conducting lectures on Front Office procedures: Reservations, Check-in, In-house services, HandlingComplaints, Check-out and Customer Service. Secretary of Front Office Faculty (handling administrativeassistant duties). - Secretary of Front Office Faculty (handling administrative assistant duties).

Motivating Sales Team in order to achieve Sales target; establishing and maintaining effective communication with all department heads and supervisors, managing hospitality projects given byGeneral Director.

Being responsible for generating ideas on solutions to resolve problems and serve the loyal customers.

Working at Front Office Department: Receptionist (VIP Lounge and Main Lobby), Guest Relations Officer, Reservationist.