Alex Nguyen
Haslet,TX
Summary
Strategic Regional Operations Executive with 25 years of experience in multi-site operations and operational transformation. Expertise in P&L management, workforce optimization, and growth strategies, overseeing portfolios of 11 locations and $25M in revenue. Skilled in building high-performing teams, standardizing procedures, and executing initiatives for sustainable growth and profitability.
Overview
30
30
years of professional experience
Work History
Regional Director
Chase Hospitality, LLC
Irving, TX
11.2005 - 05.2026
- Directed regional operations for 6–11 locations with full accountability for operational performance, financial oversight, workforce planning, and customer experience initiatives supporting approximately $25M in annual revenue.
- Managed full P&L responsibility across multi-site operations while driving operational excellence, profitability, and performance improvement initiatives.
- Successfully led 11 full-cycle location openings, overseeing construction coordination, budgeting, staffing, training, purchasing, operational readiness, and stakeholder alignment.
- Developed scalable operating systems, SOPs, leadership pipelines, vendor partnerships, and employee engagement initiatives that strengthened consistency, accountability, operational efficiency, and organizational growth.
- Directed regional operations, optimizing service delivery across multiple properties.
- Implemented strategic initiatives to enhance guest satisfaction and loyalty programs.
- Led cross-functional teams in developing innovative hospitality solutions and offerings.
- Analyzed market trends to inform pricing strategies and competitive positioning.
Regional Director / Operations Director
Hospitality Enterprises
New Orleans, LA
02.2002 - 11.2005
- Led operational strategy, recovery initiatives, and business continuity efforts across multiple business units during organizational transition periods.
- Improved operational performance through strategic repositioning, process optimization, and operational excellence initiatives.
- Directed crisis response and recovery operations during Hurricane Katrina while managing large-scale vendor negotiations and continuity planning.
- Led restoration, workforce stabilization, and accelerated reopening initiatives that enabled rapid operational recovery and competitive market positioning.
- Produced $55000 reports per week to analyze job performance against team goals.
- Produced $17500 reports per week to analyze job performance against team goals.
- Produced $7500 reports per week to analyze job performance against team goals.7500
- Produced $15000 reports per week to analyze job performance against team goals.
- Led regional operations to optimize guest satisfaction and operational efficiency across multiple properties.
- Developed and executed strategic initiatives to enhance brand presence in competitive markets.
- Streamlined operational processes, resulting in improved service delivery and reduced turnaround times.
- Mentored management teams, fostering leadership skills and promoting a culture of continuous improvement.
- Analyzed market trends to inform pricing strategies and maximize revenue opportunities for the region.
- Collaborated with cross-functional teams to implement new technology solutions enhancing guest experiences.
- Established performance metrics to measure staff productivity and align with corporate objectives.
- Conducted regular audits of operations to ensure compliance with industry standards and regulatory requirements.
- Streamlined operations for improved efficiency by evaluating existing processes and introducing innovative solutions.
- Motivated employees through effective communication, recognition programs, and tailored incentive structures that aligned with corporate objectives.
- Produced $15,000 reports per week to analyze job performance against team goals.
- Served as a mentor to emerging leaders, sharing knowledge and expertise while fostering an environment of continuous learning and growth.
- Monitored staff performance by actively engaging in and observing day-to-day activities.
- Produced [Number] reports per week to analyze job performance against team goals.
- Managed the integration of new acquisitions, ensuring a smooth transition and alignment with the overall strategic vision.
- Championed organizational culture change initiatives that fostered collaboration, innovation, and continuous improvement across all levels of the organization.
- Visited sites periodically to view service levels and adherence to global service standards.
- Led a team of managers to achieve consistent revenue growth through effective leadership and strategic planning.
- Established strong partnerships with industry stakeholders, enhancing the company''s reputation and creating mutually beneficial collaborations.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Developed detailed plans based on broad guidance and direction.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Managed senior-level personnel working in marketing and sales capacities.
- Developed training programs to elevate staff performance and service standards.
- Improved operational efficiency by streamlining processes and implementing innovative solutions.
- Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
- Established and monitored quality assurance standards to achieve operational excellence.
- Spearheaded negotiation of cost-effective contracts with suppliers, significantly reducing operational expenses without compromising on quality.
- Improved team morale and reduced turnover by implementing series of employee engagement programs and personalized career development plans.
- Reduced environmental impact by leading sustainability initiatives, including waste reduction programs and adoption of green technologies.
- Achieved company-wide recognition for leadership excellence, mentoring high-performing team that consistently exceeded operational goals and objectives.
- Streamlined communication channels within organization, implementing comprehensive internal communication platform that facilitated real-time information sharing.
- Streamlined operations across multiple departments, resulting in enhanced efficiency and productivity through integration of advanced project management software.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Improved project delivery times, adopting agile methodologies and fostering collaborative environment that encouraged quick decision-making and flexibility.
Dual General Manager
Beaumont Courtyard / Fairfield Inn
Beaumont, TX
02.2000 - 10.2002
- Directed staffing, budgeting, and customer experience initiatives to optimize daily operations.
- Coordinated cross-functional teams in fast-paced hospitality environments to enhance service delivery.
- Facilitated successful hotel openings and operational launches, ensuring seamless transitions for guests.
- Led employee engagement initiatives that improved morale, reduced turnover rates, and enhanced overall job satisfaction among staff members.
- Improved communication between departments by establishing regular meetings to address concerns and share best practices.
Front Office Manager
Convention Center Courtyard by Marriott
New Orleans, LA
02.1998 - 12.2000
- I ran the entire front desk staff. I completed scheduling and was in charge of all accounting goals and revenues.
- Monitored inventory levels for front office supplies, ensuring adequate stock for daily operations.
- Developed training programs for new hires, fostering a knowledgeable and capable team environment.
- Analyzed guest feedback and reviews to identify areas for improvement in service quality.
- Led initiatives to enhance guest satisfaction scores through targeted service improvements and staff engagement.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Coached employees through day-to-day work and complex problems.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Created, prepared, and delivered reports to various departments.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
- Implemented staff training programs, improving employee performance and team cohesion.
- Enhanced onboarding process for new front office staff, reducing time to full productivity.
- Established new guest feedback system to capture insights, leading to tailored service improvements.
- Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.
- Increased repeat business by personalizing guest experiences and recognizing loyalty.
- Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
- Managed room inventory to optimize occupancy rates, adjusting pricing strategies according to market trends.
- Streamlined communication between front office and other hotel departments, improving overall operation efficiency.
- Negotiated with vendors for office supplies, securing cost-effective deals that met our quality standards.
- Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
- Fostered culture of excellence within front office team, leading by example and encouraging continuous learning.
- Led front office team during major hotel renovation, maintaining high service standards amidst changes.
- Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
- Developed and enforced front office policies that ensured consistent and high-quality guest experience.
- Reduced operational costs without compromising service quality by renegotiating supplier contracts.
- Introduced new booking software, reducing errors and improving reservation management.
- Enhanced guest satisfaction by implementing streamlined check-in process that reduced waiting times.
- Improved team morale and efficiency with regular training sessions and performance feedback.
- Implemented cross-training program, enhancing team flexibility and coverage during peak periods.
- Conducted market research to better understand needs of target demographics, refining marketing strategies.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Defined clear targets and objectives and communicated to other team members.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Managed senior-level personnel working in marketing and sales capacities.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Launched quality assurance practices for each phase of development
- Developed detailed plans based on broad guidance and direction.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Operations Manager
Lubbock Courtyard by Marriott
Lubbock, TX
01.1996 - 01.1998
- Directed staffing, budgeting, customer experience, and daily operations initiatives to enhance service quality.
- Oversaw cross-functional teams in dynamic hospitality environments, fostering collaboration and efficiency.
- Facilitated successful hotel openings and operational launches, ensuring seamless transitions.
Education
Bachelor of Science - English Literature
Texas Tech University
Lubbock, TX05-1992
Skills
- Multi-Site Operations Management
- Financial oversight
- Process improvement
- SOP development
- Change Management
- Stakeholder Management
- Supplier Relationship Management
- Problem Solving & Decision-Making
- Team coaching
- Strategic Leadership
- Executive Communication
- Risk Management
- Staff training and development
- Staff management
- Proficient in excel, powerpoint, word, Fosse, Power of M, OnQ,
Timeline
Regional Director
Chase Hospitality, LLC
11.2005 - 05.2026
Regional Director / Operations Director
Hospitality Enterprises
02.2002 - 11.2005
Dual General Manager
Beaumont Courtyard / Fairfield Inn
02.2000 - 10.2002
Front Office Manager
Convention Center Courtyard by Marriott
02.1998 - 12.2000
Operations Manager
Lubbock Courtyard by Marriott
01.1996 - 01.1998
Bachelor of Science - English Literature
Texas Tech University
References
Available upon request