Khoi Nguyen

Experience

• 

  Park Hyatt Saigon

  Sept 2013 - Nov 2013

  Bellman
• 

  Sheraton Grand Macao

  Dec 2013 - Sept 2015

  Service Attendant - Executive Lounge
• 

  The St. Regis Macao, Cotai Central

  Sept 2015 - Apr 2017

  Senior Butler (Pre-opening Team)
• 

  InterContinental Saigon Residences

  Jun 2017 - Feb 2019

  Assistant Manager
• 

  Vinpearl Luxury Landmark 81

  Feb 2019 - Jul 2019

  Front Office Manager (Pre-opening Team)
• 

  InterContinental Saigon Hotel & Residences

  Jul 2019 - Aug 2023

  • Cluster Front Office Manager

    Nov 2020 - Aug 2023

  • Cluster Reservations Manager

    Jul 2019 - Nov 2020
• 

  Hilton Saigon

  Sept 2023 - now

  Front Office Manager (Pre-opening)

  -Spearhead the development of the Front Office Department’s manning budget and lead the recruitment process, ensuring a highly skilled and motivated team ready for the hotel's successful opening.-Develop comprehensive Job Descriptions (JDs) and Standard Operating Procedures (SOPs) for all Front Office positions, aligning with Hilton’s Brand Standards, hotel policies, and financial objectives to ensure operational excellence.-Manage daily staffing requirements, strategically planning and assigning tasks while establishing performance and development goals for team members. Provide consistent coaching, mentoring, and feedback to foster continuous improvement and maximize team potential.-Lead monthly Stay Experience review sessions, analyzing guest surveys and feedback to identify key improvement areas. Develop and implement action plans to enhance guest experiences and achieve higher satisfaction scores.-Prepare and monitor the Front Office Department’s annual budget and financial plans, focusing on cost control, labor management, rate strategies, and inventory oversight to ensure financial goals are met.-Rooms Departmental Profit Margin whole year 2024 is 1% (actual 79,5% vs. Budget 78,5%). -Guest satisfaction whole year 2024 is 87,4%, over target of 87%. Show less