Michael Doan
Glenview,IL
Summary
Regional Director of Operations and Assistant Vice President of operations at Trivedi Hospitality, adept in strategic planning and execution, significantly enhancing operational efficiency across multiple brands. Demonstrates exceptional leadership, fostering team growth and driving quality assurance. Achieved notable business expansion and performance improvements, embodying workforce planning and operational oversight with a confident approach.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Regional Director of Operations
Trivedi Hospitality
Schaumburg, IL
07.2018 - Current
- Oversee directly the Courtyard by Marriott Indianapolis South, Homewood Suites by Hilton Schaumburg along with the Comfort Inn O’Hare Convention center.
- Brand standards for Mariott, Hilton and Choice
- Hotel acquisitions and sales
- integrated new pms and pos systems
- Managed Renovation along with PIP Implementation
- Power bi
- cc balances payment validations
- verify invoices and expenditures
- Oversee property Dos and sales admins
- Ensured compliance with all local, state and federal regulations related to operations in the region.
- Identified potential risks associated with regional operations activities and developed mitigation plans.
- Communicated regularly with stakeholders regarding changes in business strategy or operations plans.
- Developed and maintained client relationships to grow business and improve account retention.
- Assessed and evaluated business procedures and implemented structure to improve day-to-day operations.
- Led process improvement projects focused on increasing quality standards throughout the region.
- Enhanced customer service and satisfaction through policy and procedural changes.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Managed regional staff, including hiring, training, performance reviews and disciplinary actions.
- Negotiated contracts with vendors for goods or services used by regional operations teams.
- Conducted regular meetings with senior management to review progress towards goals and objectives.
- Led process improvement projects focused on increasing quality standards throughout the portfolio.
Operations Manager
Comfort Inn O’Hare
Des Plaines
07.2018 - Current
- Checking in & out guest, pre-assign arrivals collect payment, respond to Medallia Review, address customer relation’s issues
- Manage Corporate clients on day-to-day operations
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Monitored progress by establishing plans, budgets and measuring results.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Enforced federal, state, local and company rules for safety and operations.
- Addressed customer concerns with suitable solutions.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Collaborated with team leaders on quality audits.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
Assistant General Manager
Comfort Inn & Suites Kenosha
Kenosha
10.2015 - 07.2018
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Provided concierge services for guests.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
- Anticipated guests' needs ahead of time and responded to requests efficiently.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Coordinated check-out processes including verifying room charges, collecting payment and issuing receipts.
- Monitored reservations to track incoming parties and special events.
- Analyzed business performance data and forecasted business results for upper management.
- Proposed or approved modifications to project plans.
Front Desk Supervisor
Red Roof Inn
Northbrook
01.2013 - 01.2015
International Customer Service Agent
American Airlines
Dallas/Fort Worth
03.2010 - 12.2013
- Premium Ticketing Management Customer Service experience
- Staff Assistance Inflight Service Manager -LAX
Customer Service representative
United Airlines
WHQ & O’Hare International Airport
03.2010 - 12.2013
- Ticketing and check-in counters
- Camera/ Data clerk office
- Data Analysis
- Onboard Merger between United & Continental
Concierge
Bellagio
Las Vegas
01.2010 - 12.2010
- Arranges limo service, schedule reservation for dinner tickets/ show for the VIP service guest/invited guest
- casino VIPs services
Web based designer
Fancy Nails
05.2006 - 09.2010
Customer service dept. / & Service dept.
Lexus of Highland Park
Highland Park, USA
12.2008 - 01.2010
Unit Secretary
Advocate Health Care
Park Ridge, USA
01.2007 - 12.2009
Customer Service Representative
Condell Medical Center
Libertyville, USA
01.2007 - 12.2008
Customer Service Associate/ Cashier/ Stocker
Best Buy
Gurnee, USA
01.2006 - 12.2008
Food Service worker/ catering service
Aramark D.B.A Condell medical center
IT specialist
Advocate Health care
Education
Business & Healthcare Management -
University of Wisconsin Parkside
Kenosha, WI01.2009
Business & International Studies -
Glenbrook South
Glenview, IL01.2008
Skills
- Workforce planning
- Leadership training
- Quality assurance
- Cost control
- Business management
- Strategic planning and execution
- Operational efficiency
- Operations oversight
- Performance analysis
- Payroll
- Innflow
- Shift 4
- Freedompay
References
Available upon request
Languages
- English, native
- Vietnamese, fluent
Languages
English
Native/ Bilingual
Vietnamese
Native/ Bilingual
Spanish
Limited
Certification
- servsafe
- basset
- cpr
Hotel PMS
Fosse, Onq, Pep, Choice,Soft hotel pms
References
References available upon request.
Timeline
Regional Director of Operations
Trivedi Hospitality
07.2018 - Current
Operations Manager
Comfort Inn O’Hare
07.2018 - Current
Assistant General Manager
Comfort Inn & Suites Kenosha
10.2015 - 07.2018
Front Desk Supervisor
Red Roof Inn
01.2013 - 01.2015
International Customer Service Agent
American Airlines
03.2010 - 12.2013
Customer Service representative
United Airlines
03.2010 - 12.2013
Concierge
Bellagio
01.2010 - 12.2010
Customer service dept. / & Service dept.
Lexus of Highland Park
12.2008 - 01.2010
Unit Secretary
Advocate Health Care
01.2007 - 12.2009
Customer Service Representative
Condell Medical Center
01.2007 - 12.2008
Web based designer
Fancy Nails
05.2006 - 09.2010
Customer Service Associate/ Cashier/ Stocker
Best Buy
01.2006 - 12.2008
Food Service worker/ catering service
Aramark D.B.A Condell medical center
IT specialist
Advocate Health care
Business & Healthcare Management -
University of Wisconsin Parkside
Business & International Studies -
Glenbrook South
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