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Vo Thanh Phuong's picture

Vo Thanh Phuong

Branch Director at Vietnam Vaccine Joint Stock Company VNVC
Ho Chi Minh (Vietnam) - 0 connections

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Overview

  • Current:
    Branch Director at Vietnam Vaccine Joint Stock Company VNVC
  • Past:
    • GENERAL MANAGER at Golden Lotus Group
    • GMs TRAINING PROJECT - Setup & Re-Opening Vinpearl Phu Quoc at Tập Đoàn VINGROUP
    • Customer Service Manager at Sian Skin Care Laser Clinic
    • CUSTOMER SERVICE MANAGER at DERMALOGICA SKINCARE CLINIC
    • F&B Assistant Manager at LAVERANDA GRAND MECURE RESORT & SPA - PHÚ QUỐC
    • F&B Supervisor at LE CAPRICE RESTAURANT & VERANDA CAFE
  • Education:
    • Bureau Veritas Vietnam, Vietnam
    • American Hotel & Lodging Educational Institute, Vietnam
    • UNIVERSITY OF ECONOMICS AND FINANCE, Vietnam
    • University of Economics of Ho Chi Minh City, Vietnam

Summary

Dear Sir / Madam,

As a highly experienced and motivated professional with more than 18 years of experience, I am prepared to significantly contribute to your goals in this role.

My background includes leading operations, teams, and processes to drive business and guest service success within highly regarded hotel establishments across the globe. From training and developing staff and overseeing profit and loss responsibilities to driving sales and marketing efforts and resolving customer issues and concerns, I excel at managing teams, propelling revenue enhancement, and stimulating maximum levels of guest service and satisfaction. With a clear sense of the bottom line merged with a dedication to corporate vision, I have consistently negotiated guest contracts and implemented marketing campaigns that have triggered increased occupancy and steady growth in average daily rate (ADR).


*** Highlights of my experience include…

- Overseeing facility operations—including revenue management, negotiations, refurbishments / upgrades, budget administration, and staff recruitment and development.

- Significantly boosting multimillion-dollar annual revenues through effective sales and marketing techniques while driving outstanding guest satisfaction scores through staff training initiatives.

- Hiring, coaching, training, evaluating, and managing hotel personnel to ensure top performance levels and a commitment to facility excellence.

- Demonstrating solid time management, communication, and multitasking skills to excel within fast-paced, customer-facing environments.

- Earning an Associate’s degree in Hospitality Management from Western Community College.


My skills in team and operational leadership within the hotel industry have been finely honed, and I am confident in my ability to make a substantial and positive impact at your company. The chance to offer more insight into my qualifications would be most welcome.


Thank you for your consideration and I look forward to speaking with you soon.

Sincerely,
Phuong Vo

VO THI THANH PHUONG

  • Job Function:
    Customer Service, Management
  • Industries:
    Food/Beverage/Dairy, Airlines/Tourism/Hotel, Health/Medical Care
  • Specialities:
    - Hospitality Management Professional Experiences
    - Traning Skill
    - Sense of responsibility at work
    - Teamwork
    - Leadership
    - Customer Service Manager
    - Creative Thinking Skills and Effective
    - Learning and Self-study
    - Problem - Solving Skill
    - Self - Management and Time Management Skills
    - Personal Development & Effective Management Skill
    - Listening & Communication
    - Communication and Relationship Creation
    - Internal Management Skills
  • Job Level:
    Director

Experience

  • Branch Director

    Vietnam Vaccine Joint Stock Company VNVC
    May 2018 - Present (2 years 4 months)

    Branch Director is responsible for leading, directing, and supporting clinical and non-clinical personnel in a manner that ensures the delivery of the highest quality patient care; responsible for planning, implementing, reviewing and controlling operating budget, staffing, and performance improvement processes.

    - Key Responsibilities :

    1. Manage Health Services: oversees the daily functioning of a healthcare center.

    2. Strategic Planning: Maintain the stability of a healthcare center, must be able to predict future logistical needs.

    3. Technological Proficiency: Hospital manager must demonstrate proficiency in information technology.

    4. Implementing Policy: To ensure patients’ safety, a manager must enforce rules and policies.

    5. Data Analysis: A manager must recognise trends in data to plan future projects and monitor the daily operations of a healthcare facility.

    6. Managing Staff: Hospital Managers supervise and evaluate healthcare facility staff.

    7. Ensuring Safety: To protect patients, managers ensure the confidentiality and integrity of the healthcare facility.

    8. Maintaining Financial Stability: Because managers are responsible for the day to day operations of the facility, managers must secure the financial stability of the establishment.

    9. Creating Reports: A manager creates reports that convey the daily logistics and the long-term impacts of these daily logistics on the healthcare facility.

    10. Preserving Facility Integrity: To ensure patient satisfaction, a manager cultivates an efficient and safe environment.

    11. Purchasing Equipment: Hospital Managers replace failing and outdated equipment and maintain adequate amounts of healthcare supplies.

    12. Collecting Data: Managers collect significant data and use the data to improve patient care.

    13. Communicating with Personnel: By fostering strong communication across medical staff and non-medical staff, managers create an efficient work environment.

    14. Assessing Problems: Managers must be able to make decisions to resolve problems quickly.

    15. Managing Policy: Hospital Managers enforce policies and oversee the staffs’ compliance to policies.

  • GENERAL MANAGER

    Golden Lotus Group
    March 2016 - May 2018 (2 years 2 months)

    *** GM DUTIES AND RESPONSIBILITIES :

    1. Oversee the operations functions of the company, as per the Organizational chart.

    2. Hold regular briefings and meetings with all head of departments.

    3. Ensure full compliance to Company operating controls, SOP’s, policies, procedures and service standards.

    4. Lead all key property issues including capital projects, customer service and refurbishment.

    5. Handling complaints, and oversee the service recovery procedures.

    6. Responsible for the preparation, presentation and subsequent achievement of the company's annual Operating Budget, Marketing & Sales Plan and Capital Budget.

    7. Manage on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded.

    8. Ensure all decisions are made in the best interest of the company and management.

    9. Deliver company budget goals and set other short and long term strategic goals for the property.

    10. Developing improvement actions, carry out costs savings.

    11. A strong understanding of P&L statements and the ability to react with impactful strategies

    12. Closely monitor the company business reports on a daily basis and take decisions accordingly.

    13. Ensure that monthly financial outlooks for Spa ,Food & Beverage, Admin & General, on target and accurate.

    14. Maximizing room yield and company revenue through innovative sales practices and yield management programs.

    15. Prepare a monthly financial reporting for the owners and stake holders.

    16. Draw up plans and budget (revenues, costs, etc.) for the owners.

    17. Helping in the procurement of operating supplies and equipment, and contracting with third-party vendors for essential equipments and services.

    18. Act as a final decision maker in hiring a key staffs.

    19. Coordination with HOD's for the execution of all activities and functions.

    20. Overseeing and managing all departments and working closely with department heads on a daily basis.

    21. Manage and develop the Executive team to ensure career progression and development.

    22. Be accountable for responsibilities of department heads and take ownership of all guest complaints.

    23. Provide effective leadership to team members.

    24. Lead in all aspects of business planning.

    25. Respond to audits to ensure continual improvement is achieved.

    26. Corporate client handling and take part in new client acquisition along with the sales team whenever required.

    27. Assisting in residential sales as and when required and development with strong sales prospects.

    28. Responsible for safeguarding the quality of operations both (internal & external audits).

    29. Responsible for legalization, Occupational Health & Safety Act, fire regulations and other legal requirements.


    Tổng quan 5 chi nhánh Golden Lotus Spa

    *** Golden Lotus Healing Spa World – 4.000m2 (Jjim Jil Bang có tại đây) – Quận 3

    *** Golden Lotus Healing Spa Land – 1.500m2 (Jjim Jil Bang có tại đây) – Quận 7

    *** Golden Lotus Spa & Massage Club – Quận 1

    *** Golden Lotus Traditional Foot Massage Club – Quận 1

    *** Golden Lotus Spa & Massage Club – Quận 1

  • GMs TRAINING PROJECT - Setup & Re-Opening Vinpearl Phu Quoc

    Tập Đoàn VINGROUP
    May 2015 - March 2016 (10 months)

    *** GM DUTIES AND RESPONSIBILITIES :

    1. Hold regular briefings and meetings with related head of departments (according to delegation of CEO).

    2. Oversee the operations of the outlets and related departments based on functions and organizational chart.

    3. Provide effective leadership to company team members.

    4. Coordination with other HOD's for the execution of all activities and functions.

    5. Act as a final decision maker in hiring a key staffs of departments according to the delegation of CEO.

    6. Manage and develop the Company Executive Team to ensure career progression and development.

    7. Ensure full compliance to company operating controls, SOP’s, policies, procedures and service standards.

    8. Responsible for legalization, Occupational Health & Safety Act, fire regulations and other legal requirements.

    9. Respond to audits to ensure continual improvement is achieved.

    10. Developing improvement actions, carry out costs savings.

    11. Lead in all aspects of business planning.

    12. Responsible for the preparation, presentation and subsequent achievement of the Company’s annual Operating Budget, Marketing & Sales Plan and Capital Budget.

    13. Manage on-going profitability of the company, ensuring revenue and guest satisfaction targets are met and exceeded.

    14. Ensure that monthly financial outlooks for Food & Beverage, Admin & General, on target and accurate.

    15. Maximizing restaurants revenue through innovative sales practices and yield management programs.

    16. Handling complaints, and oversee the service recovery procedures.

    17. Closely monitor the company business reports on a daily basis and take decisions accordingly.

    18. Prepare a monthly financial reporting for CEO and stake holders.

    19. Draw up plans and budget (revenues, costs, etc.) for the CEO.

    20. A strong understanding of P&L statements and the ability to react with impactful strategies.

    21. Lead all key property issues including capital projects, customer service and refurbishment.

    22. Ensure all decisions are made in the best interest of the company and management.


    *** Giới thiệu chung về dự án Đào Tạo GM:

    Với mong muốn phát triển thế hệ lãnh đạo mới cho các cơ sở dịch vụ của Việt Nam nhằm đáp ứng nhu cầu nội tại đồng thời cung cấp cho thị trường nhân lực cao cấp, Tập đoàn Vingroup quyết định thành lập Quỹ Học bổng “Phát triển năng lực cán bộ quản lý doanh nghiệp Việt Nam”. Giai đoạn 1, Vingroup tài trợ cho Quỹ 10 triệu USD, tương đương 220 tỷ đồng. Quỹ học bổng “Phát triển năng lực cán bộ quản lý doanh nghiệp Việt Nam” đặt mục tiêu đào tạo và xây dựng đội ngũ Giám đốc điều hành (GM) và Quản lý người Việt trẻ, có trình độ, kỹ năng và tư duy dịch vụ đạt tiêu chuẩn quốc tế, đủ năng lực để quản lý, vận hành tốt các cơ sở dịch vụ cao cấp tại Việt nam, đặc biệt là trong các lĩnh vực đặc thù như khách sạn/resort, trung tâm thương mại (TTTM) và các cơ sở kinh doanh, dịch vụ khác.

    Để đạt được mục tiêu trên, Vingroup không chỉ tài trợ cho Quỹ Học bổng “Phát triển năng lực cán bộ quản lý doanh nghiệp Việt Nam” mà còn trực tiếp tham gia tổ chức điều hành các chương trình đào tạo chuyên biệt cùng các tổ chức đào tạo quốc tế có uy tín và giàu kinh nghiệm thực tế trong việc phát triển năng lực quản lý cho các ngành dịch vụ đặc thù.

    Bằng cách làm quyết liệt, hiệu quả và thực tế, Quỹ sẽ cung cấp một môi trường đào tạo thực học, thực làm vượt trội – hội tụ và kết nối chặt chẽ 4 khía cạnh cốt lõi của phát triển năng lực lãnh đạo: tiêu chuẩn chuyên môn quốc tế; chương trình đào tạo quốc tế; thực hành môi trường đẳng cấp và cơ hội việc làm đúng chuyên ngành, ngay sau đào tạo. Cách làm này đem lại tương lai rộng mở cho các nhà lãnh đạo trẻ chân tài, thực học.

  • Customer Service Manager

    Sian Skin Care Laser Clinic
    July 2010 - May 2015 (4 years 11 months)

    *** Duties and Responsibilities :

    1. Deal directly with customers either by telephone, electronically or face to face .

    2. Respond promptly to customer inquiries.

    3. Handle and resolve customer complaints

    4. Obtain and evaluate all relevant information to handle product and service inquiries.

    5. Provide pricing and delivery information.

    6. Perform customer verifications.

    7. Set up new customer accounts.

    8. Process orders, forms, applications and requests.

    9. Organize workflow to meet customer timeframes.

    10. Direct requests and unresolved issues to the designated resource.

    11. Manage customers' accounts.

    12. Keep records of customer interactions and transactions.

    13. Record details of inquiries, comments and complaints.

    14. Record details of actions taken.

    15. Prepare and distribute customer activity reports.

    16. Maintain customer databases.

    17. Manage administration.

    18. Communicate and coordinate with internal departments.

    19. Follow up on customer interactions.

    20. Provide feedback on the efficiency of the customer service process.

  • CUSTOMER SERVICE MANAGER

    DERMALOGICA SKINCARE CLINIC
    April 2008 - July 2010 (2 years 3 months)

    *** Duties and Responsibilities :

    1. Deal directly with customers either by telephone, electronically or face to face .

    2. Respond promptly to customer inquiries.

    3. Handle and resolve customer complaints

    4. Obtain and evaluate all relevant information to handle product and service inquiries.

    5. Provide pricing and delivery information.

    6. Perform customer verifications.

    7. Set up new customer accounts.

    8. Process orders, forms, applications and requests.

    9. Organize workflow to meet customer timeframes.

    10. Direct requests and unresolved issues to the designated resource.

    11. Manage customers' accounts.

    12. Keep records of customer interactions and transactions.

    13. Record details of inquiries, comments and complaints.

    14. Record details of actions taken.

    15. Prepare and distribute customer activity reports.

    16. Maintain customer databases.

    17. Manage administration.

    18. Communicate and coordinate with internal departments.

    19. Follow up on customer interactions.

    20. Provide feedback on the efficiency of the customer service process.

  • F&B Assistant Manager

    LAVERANDA GRAND MECURE RESORT & SPA - PHÚ QUỐC
    February 2005 - April 2008 (3 years 3 months)

    *** Food and Beverage Manager Responsibilities

    1. Managing all F&B and day-to-day operations within budget and to the highest standards.

    2. Ensuring excellent levels of internal and external customer service.

    3. Leading F&B team by attracting, recruiting, training and appraising talented personnel.

    4. Establishing targets, KPI’s, schedules, policies and procedures.

    *** Responsibilities :

    1. Manage all F&B and day-to-day operations within budgeted guidelines and to the highest standards.

    2. Preserve excellent levels of internal and external customer service.

    3. Design exceptional menus, purchase goods and continuously make necessary improvements.

    4. Identify customers needs and respond proactively to all of their concerns.

    5. Lead F&B team by attracting, recruiting, training and appraising talented personnel.

    6. Establish targets, KPI’s, schedules, policies and procedures.

    7. Provide a two way communication and nurture an ownership environment with emphasis in motivation and teamwork.

    8. Comply with all health and safety regulations.

    9. Report on management regarding sales results and productivity.

  • F&B Supervisor

    LE CAPRICE RESTAURANT & VERANDA CAFE
    May 2000 - February 2005 (4 years 10 months)

    F&B Supervisor
    *** Duties and Responsibilities :

    1. Supervise and participate in kitchen and dining area cleaning activities.

    2. Resolve customer complaints regarding food service.

    3. Train workers in food preparation, and in service, sanitation, and safety procedures.

    4. Observe and evaluate workers and work procedures to ensure quality standards and service, and complete disciplinary write-ups.

    5. Assign duties, responsibilities, and work stations to employees in accordance with work requirements.

    6. Inspect supplies, equipment, and work areas to ensure efficient service and conformance to standards.

    7. Control inventories of food, equipment, smallware, and liquor, and report shortages to designated personnel.

    8. Recommend measures for improving work procedures and worker performance to increase service quality and enhance job safety.

    9. Perform personnel actions, such as hiring and firing staff, providing employee orientation and training, and conducting supervisory activities, such as creating work schedules or organizing employee time sheets.

    10. Analyze operational problems, such as theft and wastage, and establish procedures to alleviate these problems.

    11. Record production, operational, and personnel data on specified forms.

    12. Develop equipment maintenance schedules and arrange for repairs.

    13. Perform various financial activities, such as cash handling, deposit preparation, and payroll.

    14. Purchase or requisition supplies and equipment needed to ensure quality and timely delivery of services.

    15. Specify food portions and courses, production and time sequences, and workstation and equipment arrangements.

    16. Estimate ingredients and supplies required to prepare a recipe.

    17. Forecast staff, equipment, and supply requirements, based on a master menu.

    18. Evaluate new products for usefulness and suitability.

    19. Compile and balance cash receipts at the end of the day or shift.

    20. Perform food preparation and serving duties, such as carving meat, preparing flambe dishes, or serving wine and liquor.

    21. Conduct meetings and collaborate with other personnel for menu planning, serving arrangements, and related details.

    22. Present bills and accept payments.

    23. Greet and seat guests, and present menus and wine lists.

    24. Develop departmental objectives, budgets, policies, procedures, and strategies.

    25. Schedule parties and take reservations.

Education

  • Bureau Veritas Vietnam (Vietnam)

    College , ISO 22000 Hệ thống quản lý An toàn thực phẩm
    2015 - 2016
  • American Hotel & Lodging Educational Institute (Vietnam)

    College , Chuyên ngành Quản Lý Khách Sạn
    2015 - 2016
  • UNIVERSITY OF ECONOMICS AND FINANCE (Vietnam)

    Bachelors , HOSPITALITY MANAGEMENT
    2008 - 2012
  • University of Economics of Ho Chi Minh City (Vietnam)

    Bachelors , BUSINESS ACCOUNTING
    2001 - 2004

Training/Certificate

  • Qui trình hướng dẫn soạn thảo và ban hành các SOP's ( Standard Operating Procedure )

    2018

    Qui trình hướng dẫn soạn thảo và ban hành các SOP's ( Standard Operating Procedure )

  • Qui trình đánh giá nhà cung cấp

    2018

    Qui trình đánh giá nhà cung cấp (vắc xin)

  • Thẩm định và hiệu chuẩn các kho lạnh

    2018

    Thẩm định và hiệu chuẩn các kho lạnh

  • Qui trình Đào tạo và huấn luyện

    2018

    Qui trình Đào tạo và huấn luyện

  • Qui trình “xử lý khiếu nại khách hàng" & cách thực hiện

    2018

    Qui trình “xử lý khiếu nại khách hàng" & cách thực hiện

  • Qui trình tự thanh tra và cách tự thanh tra

    2018

    Qui trình tự thanh tra và cách tự thanh tra

  • Cách biên soạn hành động sửa chữa và ngăn ngừa (CAPA - Corrective And Preventive Actions), cách theo dõi, đánh giá thực hiện

    2018

    Cách biên soạn hành động sửa chữa và ngăn ngừa (CAPA - Corrective And Preventive Actions), cách theo dõi, đánh giá thực hiện

  • Sai lệch và cách thức điều tra nguyên nhân (biểu đồ Fish Bone)

    2018

    Sai lệch và cách thức điều tra nguyên nhân (biểu đồ Fish Bone)

  • Tiêu chuẩn GSP (Good Storage Practice) và các yêu cầu

    2018

    Tiêu chuẩn GSP (Good Storage Practice) và các yêu cầu

  • Hệ thống quản lý chất lượng và các yêu cầu

    2018

    Hệ thống quản lý chất lượng và các yêu cầu

  • American Hotel & Lodging Educational Institute

    2015

    American Hotel & Lodging Educational Institute *** Giới thiệu chung về dự án Đào Tạo GM - VINGROUP : - Với mong muốn phát triển thế hệ lãnh đạo mới cho các cơ sở dịch vụ của Việt Nam nhằm đáp ứng nhu cầu nội tại đồng thời cung cấp cho thị trường nhân lực cao cấp, Tập đoàn Vingroup quyết định thành lập Quỹ Học bổng “Phát triển năng lực cán bộ quản lý doanh nghiệp Việt Nam”. Giai đoạn 1, Vingroup tài trợ cho Quỹ 10 triệu USD, tương đương 220 tỷ đồng. Quỹ học bổng “Phát triển năng lực cán bộ quản lý doanh nghiệp Việt Nam” đặt mục tiêu đào tạo và xây dựng đội ngũ Giám đốc điều hành (GM) và Quản lý người Việt trẻ, có trình độ, kỹ năng và tư duy dịch vụ đạt tiêu chuẩn quốc tế, đủ năng lực để quản lý, vận hành tốt các cơ sở dịch vụ cao cấp tại Việt nam, đặc biệt là trong các lĩnh vực đặc thù như khách sạn/resort, trung tâm thương mại (TTTM) và các cơ sở kinh doanh, dịch vụ khác. - Để đạt được mục tiêu trên, Vingroup không chỉ tài trợ cho Quỹ Học bổng “Phát triển năng lực cán bộ quản lý doanh nghiệp Việt Nam” mà còn trực tiếp tham gia tổ chức điều hành các chương trình đào tạo chuyên biệt cùng các tổ chức đào tạo quốc tế có uy tín và giàu kinh nghiệm thực tế trong việc phát triển năng lực quản lý cho các ngành dịch vụ đặc thù.

  • Bureau Veritas Vietnam - ISO 22000 Hệ thống quản lý An toàn thực phẩm

    2015

    Bureau Veritas Vietnam - ISO 22000 Hệ thống quản lý An toàn thực phẩm Lợi ích chính của ISO 22000 là giúp cho các tổ chức trên toàn thế giới triển khai hệ thống HACCP cho ngành vệ sinh thực phẩm một cách thống nhất, được áp dụng cho mọi quốc gia và các sản phẩm thực phẩm. Một lợi ích khác của ISO 22000 là hệ thống này mở rộng hướng tiếp cận thành công của tiêu chuẩn hệ thống quản lý chất lượng 9001:2008 - hệ thống được triển khai rộng rãi trong mọi lĩnh vực nhưng không giải quyết cụ thể vấn đề an toàn thực phẩm (ATTP). ISO 22000 được xây dựng dựa trên giả định rằng các hệ thống ATTP hiệu quả được thiết kế, vận hành và liên tục cải tiến trong trong khuôn khổ một hệ thống quản lý có cấu trúc chặt chẽ và được tích hợp vào các hoạt động quản lý chung của tổ chức. Mặc dù ISO 22000 có thể được triển khai độc lập nhưng nó cũng được thiết kế để tương thích với ISO 9001:2008 và những công ty đã có chứng chỉ ISO 9001 sẽ dễ dàng mở rộng chứng nhận sang ISO 22000. Để giúp khách hàng làm được như vậy, ISO 22000 có một bảng thể hiện sự tương ứng của các yêu cầu giữa ISO 22000 và ISO 9001:2008. Tiêu chuẩn này được soạn thảo bởi các chuyên gia trong các lĩnh vực thực phẩm cùng với đại diện của các tổ chức chuyên môn trên thế giới hợp tác với Uỷ ban Codex - một tổ chức do Tổ chức thực phẩm và nông nghiệp Liên hiệp quốc và Tổ chức Y tế thế giới xây dựng nhằm phát triển các tiêu chuẩn thực phẩm.

Personal Information

  • Hobbies and Interests:
    OBJECTIVE :

    • Utilizing 18+ years’ extensive experience in overseeing the operational functions of high-end hotels, with special focus on guest satisfaction and revenue generation.

    • Bringing 5+ years’ track record of success increasing the ongoing profitability of the hotel by exceeding guest satisfaction targets.

    • Offers competencies in delivering hotel budget goals, and developing and implementing improvement actions in a proactive manner.

    • Offering expertise in maximizing room yields and hotel revenues through innovative sales practices, along with consistently ensuring operational efficiency of the facility.

    • Competent, industrious and innovative individual, with over 10 years of experience managing busy hotels, seeking a General Manager position. Eager to apply expertise in leading and contributing to the effective functions of a busy hotel, with special focus on guest satisfaction and revenue generation.

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