Trần Hoàng Thiên Hương

Period of working:

Jun 2019 - Oct 2019: Garden Gate

Oct 2019 - May 2022 : IMC Tower

May 2022 - Now: CII Tower (Main role) & Parkview building operation consulting for Developer

1. Management

• Receive the project handover from the Developer / Home Owner Committee or the Project Management Unit, Building Operation Management ... according to the scope of the Contract signed between CBRE and partner.
• Interact with the Developer / Home Owner Committee and the Owner of the Apartment / customer (3rd party) to ensure the goals are met.
• Coordinate with the relevant department to prepare, submit the Budget and control the approved budget periodically for operating costs and capital.
• Train for employees of Building Management to perform work in accordance with the prescribed standards and organize the management and control employees at the Building to ensure compliance with the Company / Building regulations and handle Customer requests in accordance with the quality of service standards at the Building.
• Prepare all necessary legal notices. Propose and coordinate legal action as needed. Prepare records / documents for settlement and notify affected parties.
• Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
• Managed budgetary constraints to maximize profitability while maintaining high-quality living environments for residents.
• Managed budget effectively, ensuring all property expenses were kept within allocated funds.
• Established strong relationships with local authorities, ensuring prompt attention to code violations or other regulatory matters affecting the property''s operations.

2. Operational Control

• Respond to all needs of tenants and residents, ensuring that individuals of the Building Management such as engineering, fire protection, administration, customer service, security, parking, cleaning, landscape, spraying insects, swimming pools ... effectively coordinate in providing services and solving problems promptly with customers.
• Ensure periodic regular property inspection according to the list of delivery / equipment / consignment by the supplier. Recommend and/or approve alterations, maintenance and reconditioning as necessary.
• Contract negotiation and supervise vendor services as required.
• Plan / control, proactively regulate / forecast the monthly management plan and resource preparation, ensure meeting relevant service / budget requirements and appropriately explaining the differences.
• Oversaw property maintenance operations to uphold safety and compliance standards.
• Completed final move-out walk-throughs with tenants to identify required repairs.
• Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
• Coordinated with janitorial and engineering staff on maintenance and upkeep.
• Developed comprehensive preventative maintenance programs to prolong the lifespan of building systems and reduce costly emergency repairs.
• Implemented comprehensive safety protocols to minimize potential risks and ensure the well-being of all residents within the property.
• Conducted regular property inspections to preemptively identify and address maintenance needs.
• Developed and implemented comprehensive property maintenance plan, leading to increase in property values.
• Negotiated favorable contracts with vendors, cutting operational costs without compromising service quality.
• Enhanced security measures, significantly reducing incidents on property premises.

The Sun Avenue

• Working in set up phase, acting OM role.
• Conduct interviews and recruit staff. Large projects require a large number of employees.
• Set up fingerprint time attendance system and telecommunication system with supplier (switchboard, internet,...)
• Receive resident management system instructions from main office and retrain project staff.
• Taking direct instruction from the Property Manager for daily tasks.
• Arranging appointment/ schedules/ coordinating of meetings chaired for the Property Manager as per request.
• Attending, taking minutes of meeting as required.
• Properly filing all kind of Building regulations (tenant handbook, fit out guidance...).
• Receiving and filing all reports from heads of departments.
• Dispatching information when needed to all staff in a professional manner.
• Handling all secretarial tasks including receiving, answering, classifying and records incoming mail, telephone, fax, documents, etc.
• Preparing, translation in-out correspondences; filing and efficiently retrieving all documents relating to the operation within the project.
• Ensure that all daily/ weekly/ monthly/ quarterly/ yearly reports are prepared and submitted on time.
• On behalf of the Property Manager, dispatching the duties to all staff in a professional manner and following up to make sure the job is done correctly.
• Formalizing and preparing the 'policy and procedure' set by APM and reviewed by PM.
• Being the back up of the Property Manager when he is on business/holiday to make sure the smoothly operation of the department. 15. Together with Property Manager, dealing with suppliers/ contractors for necessary operational matters concerned to company activities as assigned.
• Supervision of Operational Departments (in cooperation with Property Manager, M/E Dept and other Managers) related to Cleaning, Security Contractors and their staff, Supervision of other Contractors and Workers. & Receptionists, Maintenance.
• To constantly monitor the performance of all the above staff and provide guidance and assistance where necessary and take the appropriate disciplinary action as required. Any serious problems with the cleaners or security guards or other Contractors are to be immediately reported to the Property Manager.
• Assist with Customer Representatives to resolve customer complaints in a professional and courteous manner. This will include resolving pending complaints, ensuring appropriate action has been taken and following up with the customer to ensure they are satisfied that the issue has been dealt with and resolved.

Customer Service:

• Solving problem for customers, listening to their needs, identifying demands of clients which can provide or not with the satisfying result.
• Consulting clients about office and premises rent.
• Negotiating about price and terms of the contract with customers.
• Making contract and editing terms which had deal.
• Searching premises to develop building office leasing by.
• Having good relationship with estate agents
• Surveying the market of premises for rent (about price and term of leasing).
• Looking for quality suppliers of stationery and contractors with reasonable price.
• Working with the contractors of repairing or improving those areas that need to renew in the building.
• Surveying rivals, reference their price and quality, service to improvement, adjustment for more suitable for current conditions of the market.

Accoutant

• Make and Sent rental fee notification for customers.
• Track debts, remind customers to pay on time.