Mia Thuy Dang

• Lead diplomatic sales strategy for embassy, consulate, and governmental accounts, driving year-over-year growth in room nights, ADR, and total account revenue.
• Cultivate high-level relationships with ambassadors, protocol officers, and international delegations, positioning Fairmont as the preferred hotel partner for diplomatic travel and events.
• Secure large-scale diplomatic group bookings, national day events, and VIP delegations through targeted prospecting, negotiation, and long-term contract development.
• Coordinate VIP arrivals and high-security stays by collaborating with Security, Operations, and Guest Relations to ensure protocol accuracy and exceptional service.
• Represent Fairmont at diplomatic functions, embassy receptions, and international conferences to strengthen market visibility and expand the diplomatic client base.
• Analyze market trends, travel patterns, and global political shifts to proactively identify sales opportunities within the diplomatic and governmental sectors.
• Oversee revenue forecasts, account planning, and sales reporting for key diplomatic accounts, ensuring accuracy and alignment with regional and property sales objectives.
• Deliver tailored site inspections, familiarization tours, and luxury service presentations for high-ranking officials and foreign delegations.
• Maintain strict confidentiality and ensure all engagements meet diplomatic protocol, international standards, and Fairmont’s luxury service expectations.

• Established strong relationships with key clients, resulting in increased customer loyalty.
• Monitored sales metrics to identify trends and adjust tactics accordingly.
• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Increased sales revenue by developing and implementing effective sales strategies.
• Built long-lasting client relationships through excellent customer service and consistent followups.
• Achieved sales goals and service targets by cultivating and securing new customer relationships.

• Boosted sale of hotel Business Travel Sales by 5% compared to last year
• Gained market share over the 2nd and 3rd quarter: 44.1% growth vs LY in Occupancy and 10% growth vs LY in ADR
• Created customized presentations and proposals for key accounts and prospects.
• Identified new business opportunities by researching industry trends, market activities, and competitors via Lanyon and Knowland
• Maintained relationships with existing clients through regular communication and follow-up meetings.
• Negotiated contracts with corporate customers to ensure profitability of each sale.
• Attending industry events and tradeshows.
• Participated in client meetings to discuss potential collaborations.
• Designed incentive programs within the hotel to increase sales productivity such as Front desk incentives when capture a potential Business Travel Accounts.
• Resolved customer complaints promptly while maintaining a positive relationship.
• Prepared detailed reports on weekly and monthly sales performance metrics for DOSM to review
• Collaborated with other departments such as marketing or finance to ensure smooth implementation of projects.

Conference Servies:

• Managed on-site activities for conferences to ensure a successful event. Resolved any issues that arose during the course of organizing a conference or event.
• Organized and coordinated all aspects of conferences, including registration, hotel accommodations, meals, audio and visual equipment, meeting rooms, and transportation.
• Coordinated with vendors to provide necessary services such as audio visual or entertainment.
• Ensured compliance with legal requirements regarding safety regulations and health codes at conference sites.
• Maintained contact with clients throughout the planning process to keep them informed of progress and changes in plans.
• Assessed post-conference feedback from customers in order to make improvements for future events.

Catering Sales:

• Maintained accurate records of sales activity utilizing CRM software systems.
• Prepared detailed proposals outlining menu options, costs, delivery times, payment terms.
• Negotiated contracts with clients and vendors to ensure competitive pricing on food and beverages for catered events.
• Inspected banquet room and checked with catering team before functions to verify correct room set-up, schedule of events, staffing and audio-visual configuration.
• Proposed and sold customized, innovative set-ups, menus and functions for diverse groups in coordination with head of catering and chef on pricing specialty menus.
• Secured unprecedented levels of new business and maintained repeat customers for catering service provider via sales calls, networking, advertising and social media.

• The position was a task force position for hotels operations, there was a pause during Covid - 19 from March 2019 to October 2019
• Managed daily operations of the hotel, including scheduling and supervising staff.
• Ensured that customer service standards from The Management company and the brands were met or exceeded at all times.
• Conducted yearly performance evaluations for employees to ensure quality standards were maintained.
• Analyzed financial data daily from audit activity and prepared reports for senior management.
• Enhanced team engagement and performance with daily updates and informational meetings.
• Oversaw payroll preparation and administration for staff.
• Forecasted customer demand to set prices or credit terms for goods or services.

• In charged of operations of Restaurant, Bar, Room service and banquet event
• Managed bar and wait staff including hiring, training, scheduling and analyzing theft and wastage.
• Oversaw overall beverage program, including selection, ordering and inventory controls of wine, beer and alcohol program.
• Trained food and beverage service personnel, confirming staff ability to provide recommendations and answer questions.
• Built stronger wine list aligned with trends, improved credibility of restaurant's program, and raised profitability per glass.
• Analyzed beverage consumption trends, preparing subsequent action plans to maintain product freshness and consistent inventory levels.
• Drafted beverage purchasing plan, aligning inventory needs with budgetary constraints by applying historical data.
• Improved average wine and alcohol spend per guest through curation, service training and hands-on hospitality.
• Served as shift manager, handling serving, bartending tasks where needed.
• Established and maintained equipment inventory for accurate tracking, record keeping and to avoid loss.
• Oversaw timeliness and quality of food delivery at high-volume events.
• Provided exceptional service to guests by immediately addressing needs and requests in the restaurant or events
• Supervised and mentored kitchen and serving staff.
• Liaised with catering department about event changes and implemented requested adjustments.
• Organized banquet storage and surrounding areas to facilitate access to products and materials.
• Set up and broke down conference and banquet rooms to meet facility standards and specifications.
• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.

• Verified staff compliance with accepted food and drink safety regulations, suggesting remedial training where necessary.
• Managed bar and wait staff including hiring, training, scheduling and analyzing theft and wastage.
• Developed relationships with suppliers and vendors leading to special volume pricing discounts and availability.
• Maintained highest standards for beverage quality and service.
• Loaded and operated beverage dispensing equipment
• Adhered to corporate efficiency and profitability goals for beverage purchasing and distribution
• Worked with on-site and external party planners to create and manage beverage ordering and waitstaff for small and large events.
• Conducted hands-on training in use of Micros POS
• Resolved customer complaints involving food or beverage quality and service.
• Enacted progressive disciplinary measures for staff, managed work zones and oversaw opening and closing duties.
• Coordinated daily and nightly shift safety and sanitation procedures for bar areas and entire restaurant.

• Aligned seasonal plans with ingredient availability and key area events for optimal promotions.
• Planned promotional menu additions based on seasonal pricing and product availability.
• Utilized proper cleaning techniques to sanitize counters and utensils used in preparation of raw meat, poultry, fish and eggs.
• Collaborated with vendors to source desired recipe ingredients while maintaining tight cost controls.
• Prepared meals from scratch using authentic, popular recipes to generate repeat business.
• Checked freezer and refrigerator prior to each shift to verify correct temperatures.
• Oversaw kitchen and front of the house operations.
• Inventoried food, ingredient and supply stock to prepare and plan vendor orders on daily basis
• Developed memorable dishes that brought new customers into establishment and bolstered restaurant revenues.