Brian (Vy) Luong
Longmeadow
Summary
Bilingual (Vietnamese–English) Account & Operations Manager with over 15 years of experience in hospitality, retail, and business management. Proven success in building client relationships, leading cross-functional teams, and executing strategic initiatives that drive revenue growth, efficiency, and customer satisfaction. Skilled in project management, cross-cultural communication, and process improvement. Passionate about bridging U.S. and international operations to strengthen global business collaboration — aligning perfectly with Bestway USA’s values of respect, leadership, and communication.
Overview
26
26
years of professional experience
Work History
Operations Director
LV Travel Services Inc.
01.2020 - Current
- Direct overall business operations, strategic planning, and team leadership to drive growth and efficiency.
- Oversee budgeting, vendor relations, and client service to ensure smooth day-to-day performance.
- Develop and implement operational policies that improve productivity, quality, and customer satisfaction.
- Collaborate with cross-functional teams to support new market opportunities and enhance travel service offerings.
Operations Manager
Franklin Vina Inc – Hometown Wine & Liquors
01.2011 - 01.2020
- Increased annual revenue from $570K to $1.2M within two years through targeted marketing and improved customer engagement.
- Launched and managed weekly brand activation programs, strengthening partnerships and increasing community visibility.
- Developed staff training focused on service excellence, leading to a 28% boost in customer retention.
Tour Operations Manager
VN Travel
01.2004 - 01.2008
- Managed inbound and outbound tour operations, coordinating logistics with partners in Vietnam and other regions.
- Conducted market research and developed new product lines to meet emerging travel trends and customer needs.
- Partnered with Sales and Customer Service teams to improve the client experience and operational delivery.
Front Office Manager
GiaiHy Deluxe Hotel
Ho Chi Minh City
01.2000 - 01.2003
- Managed daily front office operations for an 82-room boutique hotel, maintaining an average 78% occupancy rate year-round.
- Supervised and trained a team of receptionists, concierge staff, and day/night auditors to deliver exceptional guest service and operational efficiency.
- Oversaw reservations, check-in/check-out procedures, and financial reconciliation to ensure smooth front-desk performance and accurate reporting.
- Resolved guest inquiries and complaints with professionalism and empathy, enhancing customer satisfaction and repeat business.
- Collaborated with housekeeping and maintenance departments to maintain high service and facility standards.
- Responded swiftly to emergencies and operational issues, ensuring guest safety and service continuity.
Education
MBA -
Columbia Southern University
01.2009
Hotel & Hospitality Training Certificate -
Holyoke Community College
01.2024
Medical Interpreting Certification -
Holyoke Community College
01.2024
Bachelor of Science -
Hanoi Law University
01.2008
Bachelor of Arts -
University of Languages And International Studies
01.2001
Google Project Management Certificates - Foundations, Starting a Successful Project, and Project Planning
01.2021
Brand Management Certificate - Aligning Business, Brand, and Behavior
University of London
01.2021
Skills
- Account & Relationship Management
- Cross-Cultural Communication
- Strategic Planning & Business Development
- Project Coordination & Process Improvement
- Customer Experience & Retention
- Market Research & Competitive Analysis
- Financial & Operations Management
- Presentation Development & Reporting
- Microsoft Office
- Google Workspace
- QuickBooks
- POS Systems
Why Bestway Usa Should Choose Me
I bring a proven background in operations, account management, and cross-cultural teamwork, backed by fluency in Vietnamese and English. My leadership in driving efficiency, managing diverse teams, and supporting customer-focused initiatives aligns perfectly with Bestway’s mission to connect people and ideas globally. I’m eager to contribute to your U.S. team and future Vietnam expansion, ensuring seamless collaboration and exceptional client outcomes.
Professional Attributes
- Fluent in Vietnamese and English – skilled in translation, cross-cultural communication, and supporting international teams.
- Strong presentation and organizational skills with a proactive, solutions-oriented mindset.
- Adaptable team player excited about international collaboration and long-term global assignments.
Timeline
Operations Director
LV Travel Services Inc.
01.2020 - Current
Operations Manager
Franklin Vina Inc – Hometown Wine & Liquors
01.2011 - 01.2020
Tour Operations Manager
VN Travel
01.2004 - 01.2008
Front Office Manager
GiaiHy Deluxe Hotel
01.2000 - 01.2003
MBA -
Columbia Southern University
Hotel & Hospitality Training Certificate -
Holyoke Community College
Medical Interpreting Certification -
Holyoke Community College
Bachelor of Science -
Hanoi Law University
Bachelor of Arts -
University of Languages And International Studies
Google Project Management Certificates - Foundations, Starting a Successful Project, and Project Planning
Brand Management Certificate - Aligning Business, Brand, and Behavior
University of London