Lyn Do

HR and Quality Manager

Qatar • Full-time

Mar 2024 - Present • 2 yrs 2 mos

"Leader of the Year 2024" HR and Training: Interim Head of HR during brand transition: Oversaw all HR functions: recruitment, onboarding, payroll, and performance management, ensuring continuity and legal compliance. Led change‑management communications and training so all colleagues understood new brand standards, compensation updates, and policies. Conducted workforce planning and skill‑gap analysis; managed transfers, promotions, and exits to align with the new service model. Updated job descriptions, contracts, and HR processes to reflect the new brand; ensured timely visa and contract renewals for expatriates. Maintained staff morale through town‑hall meetings, feedback sessions, and recognition initiatives. Quality: Lead the Quality Programme 2024, achieving improvements in Guest Love and GSI for 9 consecutive months. Implemented the Guest HeartBeat Recognition Program and introduced social review cards, boosting guest engagement. Led cross‑training initiatives and certification of 22 trainers; designed hotel orientation and shadow training programs. Collaborate with Risk Manager to ensure compliance with brand safety standards through regular audits.

Quality and Learning & Development Lead

JW Marriott Phu Quoc Emerald Bay • Full-time

Jun 2022 - Jan 2024 • 1 yr 7 mos

HR and Training: Manager of the Quarter (Q3) and Manager of the Year 2023 Directed L&D strategy, delivering training programs that exceeded annual targets by 165 % and contributed to Top‑5 regional GuestVoice scores. Partnered with department heads and the Area L&D team to craft brand‑compliant training plans and certify departmental trainers. Coached managers and trainers, supporting the conversion of multiple Vinpearl hotels to Marriott standards. Strengthened talent pipelines—ran career talks for 1 000+ students, built university partnerships and managed visa/onboarding for expatriate trainees. Led associate engagement initiatives (TakeCare activities) and handled core HR operations such as recruitment, contract management and visa extensions. Quality: Achieved 100% Brand Standards Audit score and ranked Top‑5 in GuestVoice regionally.

Training Manager i/c Quality Continuous Improvement Manager cum Personal Assistant to General Manager)

Crowne Plaza Phu Quoc Emerald Bay • Full-time

Feb 2020 - Jun 2022 • 2 yrs 4 mos

“Employee of the Year 2020” and “Employee of the Month” in October. Pre‑opening quality success: Led the hotel opening process, achieving 98.17 % compliance with all brand standards and 100 % brand safety compliance. Outstanding audit performance: Contributed to the 2022 Quality Program Audit score of 97.3 % and sustained high scores in subsequent audits. Established quality systems: Built the Quality Continuous Improvement Department from scratch—developed evaluation checklists, risk assessments, and IHG Way of Clean/Guest Heartbeat programs. Top‑tier guest satisfaction: Drove Guest Love, GSI and Green Engage metrics for four consecutive months post‑opening, ranking in the Top 5 and later Top 3 among 80+ IHG properties in the SEAK region. Training & readiness: Implemented a comprehensive learning system, including orientation and mandatory IHG courses—to ensure all departments were audit‑ready. Continuous monitoring: Conducted regular resort walkthroughs and internal audits, compiled weekly performance reports for IHG corporate and proactively resolved guest issues. Risk & Safety leadership: Chaired the Risk & Safety Committee, coordinated submission of IHG monthly checklists and partnered with department heads to maintain operational excellence.