Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Languages
Timeline
Generic

Victoria Phan

Holden Hill,SA

Summary

A passionate leader with demonstrated success in executing projects, driving efficiency, and delivering excellent client service through strategic problem-solving and leadership skills. Dedicated to delivering results through developing people and implementing efficient systems.

Overview

5
5
years of professional experience

Work History

Graduate Project Manager

Turner & Townsend
09.2023 - Current
  • Analyse progress payment claims and financial report to track expenditure against the budget including but not limited to professional fees, disbursement and variation.
  • Support in project administrative tasks such as taking minutes, compiling and creating report for monthly Project Control Group.
  • Monitor and maintain the risk registers on various project to identify and mitigate risks.
  • Conduct internal audit to ensure the compliance of Quality, Safety and Environmental aspects of the live projects.
  • Assist in preparing bid proposals, case studies, creating presentation as well as drafting the award submission.
  • Tracking the Contract Administrative deliverables of the contractors on behalf of the client.
  • Drafting the Project Management Plan as well as assisting in developing the Project's Master Programme.

REVENUE OFFICER (agency contract)

SA AMBULANCE SERVICE
04.2023 - 06.2023
  • Short-term contract to support busy department to get back on track with processing timeline
  • Process cases based on Patient Case Records (PCRs) by assessing case note information for various situations with a good understanding of the Local Health Network.

Food and Beverage Manager

InterContinental Adelaide
02.2022 - 03.2023
  • Directly report to the General Manager, managing multiple outlets, Riverside Restaurants, Atrium Lounge, Shiki Restaurant, In Room Dining, Club Lounge, minibar, and 8 Conferences and events spaces
  • Responsible for 78 individual talents
  • Ensure the development of a strong food and beverage talent pipeline through a strategic approach to learning and development, coaching, and identification of high-performing team members
  • Demonstrate financial acumen and capabilities through budgeting, forecasting, CAPEX planning, credit policies, procurement, supplier management, menu engineering, and expense and payroll/timesheet control (Reduce beverage cost by 10%, payroll by 7% with a leaner management structure)
  • Continuously develop a strategic plan to drive revenue, promote the outlets, identify business opportunities, research the market, and craft packages that yield good profitability and are attractive to guests
  • Implemented rigorous quality control measures to ensure compliance with brand standards and successfully passed Brand Audit according to IHG standards
  • Conducted regular market research on local competitors and industry trends, identifying key areas for improvement and resulting in a 10% increase in customer satisfaction.

ASSISTANT HOTEL SERVICE MANAGER

Holiday Inn Sydney Potts Point
01.2022 - 02.2022
  • Support the hotel in a recovery phase after quarantine business with the lack of manning and leadership coverage
  • Provide support for the Front Office department and F&B manager (in her absence)
  • Smooth transition of the hotel during internal leadership turnover, successfully trained 2 performing Guest Service Agents in 2 weeks, reviewed SOPs, and introduced and connected industry partners with the incoming Operation Manager
  • Contribute to the continuous improvement of organisational methods, processes, procedures, and standards

ASSISTANT HOTEL SERVICE MANAGER

Intercontinental Adelaide
11.2020 - 02.2022
  • Directly manage and responsible for Club InterContinental Lounge and Atrium Lounge (Direct reports include 1 Duty Manager, 3 Supervisors, and 3 Team Leaders)
  • Execute project of Club Lounge relocation and reimage from level 21 to Upper Lobby
  • Managed the COGS (Cost of Goods Sold) for the F&B operation, implementing inventory control measures that reduced waste by 15% and increased profit margins by 10%
  • Optimized the rostering process for the F&B team, reducing overtime expenses by 30% while maintaining efficient staffing levels to provide high-quality service to guests
  • Established a successful partnership with local schools to create internship programs for hospitality students, increasing the pool of qualified candidates by 30% and reducing recruitment costs by 15%
  • Developed and maintained strategic and curated partnerships with 20 hotel suppliers and industry partners, resulting in a 15% increase in cost savings through negotiated contracts, discounts, and effective procurement
  • Successfully planned, managed, and delivered the project of relocating the Club Lounge from level 21 to the Upper Lobby, resulting in increased customer satisfaction by 15% through new concepts and brand standard compliance.

FRONT OFFICE MANAGER

Holiday Inn Cairns Harbourside (Project-based)
06.2021 - 07.2021
  • Project at 173 rooms property that needed to transition from COVID quarantine business to normal Holiday Inn operation in 3 weeks
  • Directly report to the General Manager
  • Project management with multiple stakeholders: Human Resources, IT, Executive Housekeeper, Engineer, Finance, and Sale Manager to convert and release inventory physically and on multiple booking platforms, recruit, train, establish procedures/checklist, and implement new processes
  • Coordinated and supervised a project team of 10 members to successfully complete a high-priority project within a tight deadline, resulting in an on-time delivery rate of 95%
  • Developed detailed procedures and checklists for inventory conversion and release processes leading to a 20% reduction in errors.

MANAGER ON DUTY (CRITICAL TEAM)

Intercontinental Adelaide
04.2020 - 07.2020
  • From July 2020-November 2020 moving back to F&B to relaunch new Club Lounge and support F&B
  • Optimised staffing levels by analysing customer demand patterns and implementing a flexible scheduling system, leading to a 20% reduction in labor costs while maintaining high levels of customer satisfaction
  • Developed and executed a comprehensive plan to establish a new operation post-COVID, resulting in the successful reopening of the business within 3 months.

CLUB INTERCONTINENTAL MANAGER

InterContinental Adelaide
09.2019 - 04.2020
  • Responsible for Club InterContinental Adelaide operation, managing 2 Team Leaders and 10 individual talents
  • Assess and deliver quality control and assurance for brand compliance with high level of standards and efficiency through effective checklist, standard procedure development, staff training and internal auditing.

Education

Graduate Certificate of Project Management -

University of South Australia
Adelaide, South Australia
11.2023

Bachelor of Business (Hospitality Management) -

International College of Hotel Management
Adelaide, South Australia
06.2016

Bachelor of International Hotel Management -

International College of Hotel Management
Adelaide, South Australia
06.2015

Skills

  • Project planning, coordination, and execution
  • Change management
  • Communication skills (verbal and written communication)
  • People and team management
  • System knowledge (Microsoft Suite, Dynamics, Aconex, Microsoft Project, Opera, Infrasys, Kronos, Foodbuy, Trello, Canva, Medallia, etc)
  • Administration (payroll, reporting, forecasting, rostering, and budgeting)
  • Aptitude for learning new system and technology
  • Critical and analytical thinking
  • Interpersonal and leadership skills
  • Sound understanding of PMBOK Guide
  • Operation Management
  • Procurement certification
  • Standard Mental Health First Aider of Mental Health First Aid Australia
  • Microsoft Certified Dynamics 365 CRM Fundamentals
  • Project Management Foundations by LinkedIn Learning (approved by Project Management Institute)

Accomplishments

  • UniSA Chancellor’s Letter of Commendation 2023.
  • DUX awards for highest performing student at ICHM Year 2 & Year 3.
  • Multiple successful project deliveries, including Holiday Inn Cairns re-opening, relocating the Club Lounge area, minibar instalment, system change (restaurant booking platforms and music system).
  • Panellist for ICHM Student Scholarship 2018 interview.
  • Nominee of IHG RISE program to develop future female General Manager 2023.
  • Nominee for Leader of The Year Award at InterContinental Adelaide 2021

Languages

English
Native or Bilingual
Vietnamese
Native or Bilingual

Timeline

Graduate Project Manager

Turner & Townsend
09.2023 - Current

REVENUE OFFICER (agency contract)

SA AMBULANCE SERVICE
04.2023 - 06.2023

Food and Beverage Manager

InterContinental Adelaide
02.2022 - 03.2023

ASSISTANT HOTEL SERVICE MANAGER

Holiday Inn Sydney Potts Point
01.2022 - 02.2022

FRONT OFFICE MANAGER

Holiday Inn Cairns Harbourside (Project-based)
06.2021 - 07.2021

ASSISTANT HOTEL SERVICE MANAGER

Intercontinental Adelaide
11.2020 - 02.2022

MANAGER ON DUTY (CRITICAL TEAM)

Intercontinental Adelaide
04.2020 - 07.2020

CLUB INTERCONTINENTAL MANAGER

InterContinental Adelaide
09.2019 - 04.2020

Graduate Certificate of Project Management -

University of South Australia

Bachelor of Business (Hospitality Management) -

International College of Hotel Management

Bachelor of International Hotel Management -

International College of Hotel Management

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Victoria Phan