Linda Nguyen
Toronto,ON
Summary
Dedicated director with outstanding relationship-building and problem-solving skills within start-up companies. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Overview
7
7
years of professional experience
Work History
Director of Guest Experience
Alma Care
Toronto, ON
10.2023 - Current
- Address escalated customer service issues with professionalism while providing solutions to meet the needs of the guest.
- Provide emotional and physical support to mother's throughout their postpartum period.
- Developed strategies for improving customer service levels based on feedback from surveys or other sources.
- Assist with curating food and beverage offering
- Oversee daily operations, coordinating with vendors, care team, guests and hotel booking
- Provided referrals for additional services such as lactation consultants or mental health professionals if needed.
- Developed trusting relationships with clients by providing consistent support throughout pregnancy journey.
- Closely monitored mother's health, comfort and emotional states before, during and after labor for births.
- Enhanced newborn outcomes and promoted bonding by teaching new mothers how to breastfeed and care for infants.
- Developed and implementing training content, polices and procedures for onboarding and daily operations
- Directly involved with hiring, onboarding and training care team members
Child Development Specialist
Independent Contractor
07.2018 - Current
- Support children's emotional and social development, encouraging understanding of others and positive self-concepts.
- Guide children through engaging and productive activities to foster fun learning in their own environment.
- Provide parents with feedback and support to help develop their skills to support their child
- Developed and implemented lesson plans and activities for children of various ages.
- Identify signs of emotional or developmental problems in children and work collaboratively with parents set a successful path for their child
- Design and curate an in home environment that productively supports children's learning
Assistant General Manager
The Annex Hotel
02.2022 - 10.2023
- Analyzed customer feedback to provide strategic direction to continuously improve overall rating.
- Overhauled guest relations policies to address changing concerns.
- Developed and implemented employee reward and engagement programs to maximize job satisfaction.
- Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.
- Exceeded quality service goals by managing team productivity and workflow to implement continuous improvement.
- Performed budget formulation work involving review and preparation of budget estimates and financial plans.
- Managed labor and property expenses to achieve maximum flow-thru to bottom line.
- Managed budget and expenditures, supplies and renovations and drove operations to meet sales and profit margins.
Events Manager
The Annex Hotel
Toronto
06.2019 - 08.2023
- Organized venues, budgets, guest lists, catering and event timelines.
- Interviewed clients to understand event scopes, establish budgets and determine timelines, drink/food selection, guest list finalization, and rehearsal, ceremonies, and receptions.
- Delivered prompt payment for event vendors, venues, staff, and transportation providers.
- Exceeded sales goals and improved profitability by aligning sales strategies and business plans with market trends.
- Sourced new sales opportunities through inbound lead follow-up.
- Hired and trained staff for cross-functional assignments and verified employee knowledge of specific procedures related to each event type.
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
Operations Manager
The Annex Hotel
04.2020 - 01.2022
- Oversaw day-to-day production activities in
accordance with business objectives. - Identified areas of deficiency and performed root-cause analysis to solve problems.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Recruited, hired and trained initial personnel,
working to establish key internal functions and
outline scope of positions for new organization. - Conducted periodic assessments to evaluate company's financial performance.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
Procurment
The Annex Hotel
Toronto, ON
01.2018 - 08.2019
- Managed inventory control, material control, accounting and supply reports.
- Mitigated logistics deficiencies, resolved shortages and tracked missed or late deliveries while scheduling and expediting high-priority customers.
- Identified new vendors by conducting adequate research and obtained better pricing.
- Conducted market research to determine appropriate pricing.
Receptionist
The Annex Hotel
06.2018 - 04.2019
- Explained technology-related details in easy-to-understand terms to guests, individuals from different backgrounds and in various job positions.
- Collaborated with tech support, vendors and developers to resolve complex technical issues and recurrent faults.
- Responded to inquiries and room requests made online, by phone and via email.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
Registered Early Childhood Educator
Dewson Public School
Toronto, ON
09.2017 - 11.2018
- Organized and led activities to promote physical, mental and social development.
- Controlled classroom environments with clearly outlined rules and positive reinforcement techniques.
- Maintained daily records of individual activities, behaviors, meals and naps.
- Collaborated with parents to develop and maintain strong support networks and build rapport to foster seamless communication.
- Identified children in need of extra support for emotional, health-related or developmental concerns and conceived improvement strategies.
- Employed traditional and modern educational techniques and strategies, resulting in enhanced language, cognition, memory development and perceptual-motor skills.
Education
Bachelor of Arts - Early Childhood Studies
Ryerson University
04.2015
Skills
- Computer Skills (Proficient with Microsoft Word, Excel, and PowerPoint)
- Project Management
- Budget Control
- Reservations Management
- Online Bookings Management
- Event sales
- Cross-functional teams leadership
- Vendor and contract negotiations
- Educational Improvements
- Evaluation and Assessment
- Social Development
- Childcare development
- Staff Development
Custom
- Fluent in English and Vietnamese
Timeline
Director of Guest Experience
Alma Care
10.2023 - Current
Assistant General Manager
The Annex Hotel
02.2022 - 10.2023
Operations Manager
The Annex Hotel
04.2020 - 01.2022
Events Manager
The Annex Hotel
06.2019 - 08.2023
Child Development Specialist
Independent Contractor
07.2018 - Current
Receptionist
The Annex Hotel
06.2018 - 04.2019
Procurment
The Annex Hotel
01.2018 - 08.2019
Registered Early Childhood Educator
Dewson Public School
09.2017 - 11.2018
Bachelor of Arts - Early Childhood Studies
Ryerson University
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