Thai Do

An experienced hospitality professional with over 10 years in upscale & luxury hotels/resorts. A dedicated researcher, policy and strategy advisor with a passion for finding solutions to complex problems. Possessing a growth mindset and the ability to navigate various perspectives, experience in working with multi-stakeholders to find the optimal solution while balancing service quality and stakeholder interests.

Seeking a challenging role in a respected hospitality organization where my education, skills, and experience can be leveraged to achieve the company's goals.

Freelancer at Self-employed (2024-04 – Present)

Took a gap year to travel and explore famous/potential destinations in Southern Vietnam, develop self-awareness and practice mindful leadership, learn new skills—particularly the application of AI in work—and participate in research and policy review on the tourism industry in Phu Quoc and Southern of Vietnam.

Acting Operation Manager cum Owner Representative at Best Western Premier Sonasea Phu Quoc (2023-06 – 2024-03)

Act as OM to support GM and play a pivotal role in ensuring that the hotel operates efficiently, delivers exceptional service to guests, maintains a positive reputation, increases revenue and achieves its business objectives. In charge of the hotel in the absence of GM. Managed 566 units and 96 Villas.

(Regional) Service Quality Control Manager/ Owner Representative at Nova Hotels & Resort – Nova Service (2022-06 – 2023-02)

Collaborated with various departments, business units, regional operation teams, and operators within Nova Group to ensure delivery of high-quality services to guests across Nova Group-owned hotels in Phan Thiet, Cam Ranh, Vung Tau. Monitoring the operation aligning with the HMA (Hotel Management Agreement), hotel brand standards, and approved budgets.

• Regularly inspecting properties and business units (periodic and unscheduled) to identify potential risks
• Provided timely alerts and advice to the CEO and GMs to prevent unexpected losses
• Assist the Pre-opening team and Regional Operation Director (Nova Hos) in opening the Movenpick Phan Thiet and monitor in operation properties in Phan Thiet
• Take care and manage diplomatic guests and oversaw administrative and legal execution in the Phan Thiet region

Quality Assurance Manager – Executive Office at Best Western Premier Phu Quoc – Developed by CEO Group (2019-07 – 2022-06)

Acted as a main liaison between owner and operation to ensure cost-effective and smooth operations during challenging times, taking on multiple positions and supervise operation after the company restructure and temporary downsize.

• Supervised on-site operations to maintain service quality and property maintenance, managed the business and budget plan, coordinated with head offices, and managed diplomatic guests, as well as administrative and legal execution
• Represent the BODs in collaborate with local authorities, PTTA (Hiệp hội đầu tư và phát triển du lịch Phú Quốc), media, and experts from Fulbright University as well as the tourism industry to advocate policies to remove zero covid, reopen the border, extend visas for international guests, recover the economy and tourism in Phu Quoc during and post-covid
• Coordinate with related stakeholders to take over 96 Villas from Novotel and reset up under the new Best Western Premier Brand

Reservation Manager at Best Western Premier Phu Quoc – Developed by CEO Group (2019-07 – 2022-06)

Successfully managed the Reservation Department during a period of staffing upheaval, ensuring continuity of operations and achievement of revenue targets.

• Implemented strategies to increase revenue, optimized inventory and policies, and trained the team to maintain knowledge and proficiency
• Managed payrolls and systems including Opera PMS, OTA channels, and Loyalty programs
• Overcame challenges and exceeded targets, with a team of inexperienced staff, sold out over 80% of inventory during peak season
• Built a new team culture focused on proactivity, hard work, and finding solutions to challenges
• Established fair rules for dealing with challenging travel agents, ensuring stability in rate structure, ADR, RePAR, and services, while maintaining guest and partner satisfaction

Pre-Opening Duty Manager at Radisson Blu Resort Phu Quoc – Corona Casino Complex (2018-05 – 2019-06)

Coordinate with section heads and FO leaders to set up pre-opening FO department for 1st luxury resort of RHG in Viet Nam. Including overseeing the recruitment and training of front desk staff, as well as review/implement SOPs and developing training materials. Collaborated with the IT manager to ensure that all hotel management systems were properly set up and tested, including Opera PMS, Micros, IPTV, Telephone, FCS, and E-invoice, etc.

• Post-opening: In charge of maintaining brand standards, guest services, loyalty program (Radison reward), and overseeing scheduling and payroll
• Spot checks the hotel and deals with all issue ensure the operations run smoothly in duty on behalf of BOM

Duty Manager at AccorHotels in Phu Quoc (2014-10 – 2018-05)

Ensure that all hotel operations are running efficiently and in accordance with established Standard Operating Procedures and Brand standards in duty. Addressing guest complaints, handling any incidents or accidents that occur within the hotel, and providing exceptional care to VIP guests from Accor and the Owner. Managing the Loyalty Program and upholding brand standards, overseeing payrolls, and providing support to the FOM in recruiting, training, and monitoring the team's performance as well as controlling the department's cost and budget.

• Implemented strategies to increase revenue, optimized inventory and policies, and trained the team to maintain knowledge and proficiency
• Managed payrolls and systems including Opera PMS, OTA channels, and Loyalty programs
• Overcame challenges and exceeded targets, with a team of inexperienced staff, sold out over 80% of inventory during peak season
• Built a new team culture focused on proactivity, hard work, and finding solutions to challenges
• Established fair rules for dealing with challenging travel agents, ensuring stability in rate structure, ADR, RePAR, and services, while maintaining guest and partner satisfaction

Executive Master in Public Policy in Leadership and Management – Fulbright University Vietnam (2022 – 2022)

Bachelor Of Business Administration in Business Administration And Management – Open University (2020 – 2020)

Bachelor Of Applied Science in Informatics Physics – Ho Chi Minh City University Of Science (2013 – 2013)