Xuan Giang Ngo

Assistant Front Office Manager (Guest Experience) @ Namia River Retreat

About

I am a hospitality professional with over 7 years of experience in luxury hotels, resorts, VIP lounges and international travel operations across Vietnam and Asia.My career has been built around one core passion: creating memorable, emotional and personalized guest experiences.I have worked with luxury brands such as Hilton, Namia River Retreat, VIP Casino Lounges, and international tour operators, where I led front office teams, hosted VIP guests, managed service recovery, and designed guest journeys from arrival to farewell.Currently, I am the Assistant Front Office Manager (Guest Experience) at Namia River Retreat, where I focus on storytelling, service excellence, and high-touch hospitality for discerning travelers.Alongside my corporate career, I am also the founder of Hoi An Ikigai Home, a boutique homestay inspired by Japanese philosophy and Vietnamese warmth, designed for slow travel, culture and emotional connection.I am especially strong in: • Luxury guest experience design • Front office & host team leadership • VIP and international guest handling • Service recovery & emotional intelligence • Cross-cultural communication (Vietnamese, English, Chinese)

Country

Vietnam

City

Hoi An

Industry

Hospitality

Skill

Administrative Management, English, Public Speaking, Storytelling, Front Office Operations, Event Planning, Customer Service, Hospitality Management, Smile, Canva, Gmail, Networking, Customer-focused Service, Human Resources (HR), Administration, Chinese, Front Office, Assistants, Management, Leadership

Experience

Assistant Front Office Manager (Guest Experience)

Namia River Retreat

2025-7 - 2026-3 · 9 mos

Hoi An

• Leading guest experience strategy for a luxury riverside resort in Hoi An • Managing front office and host teams to deliver personalized, story-driven service • Designing arrival rituals, guest journeys and emotional touchpoints • Handling VIP guests, special requests and service recovery cases • Working closely with operations, F&B and wellness teams to ensure seamless stays • Contributing to guest satisfaction, online reputation and brand storytelling

Head Of Host

Namia River Retreat

2025-5 - 2025-7 · 3 mos

Offical Member

Toastmasters International

2025-4 - 2025-10 · 7 mos

Hoi An

Guest Service Specialist VIP Casino

Star Empire

2023-4 - 2025-5 · 2 yrs 2 mos

Hoi An, Quang Nam, Vietnam

Shift Leader – VIP Lounge Operations

Star Empire

2023-10 - 2025-4 · 1 yr 7 mos

Quang Nam, Vietnam

• Led daily operations for VIP casino lounge serving high-net-worth international guests • Managed hosts, service flow, and guest experience for premium players • Handled sensitive situations, complaints, and high-pressure service recovery • Built long-term relationships with repeat VIP clients

Assistant Manager

My Dream Travel & Tours

2024-6 - 2025-4 · 11 mos

Front Office Manager

TUTA GROUP

2020-12 - 2022-6 · 1 yr 7 mos

• Managed front office operations for hotel & serviced apartments • Led reception, reservations and guest relations teams • Improved check-in experience, guest communication and service consistency • Coordinated with housekeeping, sales and maintenance

Front Desk Receptionist

Golden Legend Diamond Hotel - Viet Bao Anh Hospitality Group

2019-5 - 2019-9 · 5 mos

Hanoi, Hanoi, Vietnam

Tour Leader

2018-8 - 2019-4 · 9 mos

China, Singapore, Malaysia

Assistant Director

PNS Travel

2018-5 - 2019-4 · 1 yr

Hanoi

• Led outbound tours to China, Singapore and Malaysia • Managed international guests, logistics and on-trip experience • Worked as assistant director in tour operations and sales • Developed strong cross-cultural communication and problem-solving skills