Experience

Sumba Hospitality Foundation

• Indonesia
• Non-profit Organizations
• 1 - 100 Employee

• Acting Resort Manager

  • Mar 2023 - Present

  Southwest Sumba Regency, East Nusa Tenggara, Indonesia - Manage all operations of the Maringi Sumba including but not limited to the front office, bar and restaurant, spa and housekeeping operations, as well as guest security and wellbeing, guest complaints and service quality control. - Oversee the cost & expenses, as well as revenue management of the hotel. - Supervise the reservation process and the relations with travel agencies and tour operators. - Coordinate the staffing of students, local staff and international staff in… Show more - Manage all operations of the Maringi Sumba including but not limited to the front office, bar and restaurant, spa and housekeeping operations, as well as guest security and wellbeing, guest complaints and service quality control. - Oversee the cost & expenses, as well as revenue management of the hotel. - Supervise the reservation process and the relations with travel agencies and tour operators. - Coordinate the staffing of students, local staff and international staff in function of the resort operations. - Teaching a group of students (aged 17 - 23) in hotel management field. Key accomplishments: - Successfully received an award of "Traveller Review Awards 2023 - scored 9.5 out of 10" from Booking.com; - Successfully positioned and maintained the hotel to be rank 2 on TripAdvisor out of 77 hotels in Sumba Island NTT Indonesia; - Successfully increased hotel revenue by 46,15% YoY through implementation of new pricing strategies; - Successfully increased hotel occupancy by 30% growth YoY; - Successfully unlocking new partnership with several OTAs to increase property visibility and conversion; - Successfully fostered and developed local talent to become an AHOD.

• Front Office Manager

  • Sep 2022 - Feb 2023

  Southwest Sumba Regency, East Nusa Tenggara, Indonesia As Front Office Manager at Maringi Sumba, a boutique eco-resort, I am in charge of overseeing daily operations. These operations include: guest relations and communications, complaint handling, report generation, and front office staff management. I also lead the hotel operations/HODs meeting, acting as its Resort Manager. Key accomplishments: - Successfully established and implemented new property management system (PMS) and point-of-sale (POS) system for Sumba Hospitality… Show more As Front Office Manager at Maringi Sumba, a boutique eco-resort, I am in charge of overseeing daily operations. These operations include: guest relations and communications, complaint handling, report generation, and front office staff management. I also lead the hotel operations/HODs meeting, acting as its Resort Manager. Key accomplishments: - Successfully established and implemented new property management system (PMS) and point-of-sale (POS) system for Sumba Hospitality Foundation’s outlets: Maringi Sumba and Makan Dulu Restaurant. Leading the team to ensure smooth transition from the previous system (Mews) to the current one (VHP). - Successfully launched a digital check in/out. - Reconstructed the SOPs based on 5 star hotel/resort service. Apart from above responsibilities, I also teach a group of students (aged 17 - 23) in hotel management mainly focus on front office operations. These students are from underprivileged backgrounds, coming from 4 different regions of Sumba island. The class is fully delivered in English.



Kempinski Hotels

• Germany
• Hospitality
• 700 & Above Employee

• Front Desk Manager

  • Oct 2019 - Aug 2022

  Bali Province, Indonesia The Apurva Kempinski Bali - 5 Star Luxury Resort - 475 keys (Rooms, Suites & Villas)



Marriott International

• United States
• Hospitality
• 700 & Above Employee

• Talent Coach (Duty Manager in charge)

  • Jan 2018 - Aug 2019

  Greater Jakarta Area, Indonesia • Prepare documentation for daily business • Ensure prompt, efficient and courteous reception of guests • Record and administer arrivals and departures • Supervise daily shift process ensuring all team members adhere to standard operating procedures • Assist in training new staff members, coach them and monitor their performance to ensure a quality operation • Ensure the Aloha desk, incoming calls and re:fuel are covered at all times, allocating meal breaks… Show more • Prepare documentation for daily business • Ensure prompt, efficient and courteous reception of guests • Record and administer arrivals and departures • Supervise daily shift process ensuring all team members adhere to standard operating procedures • Assist in training new staff members, coach them and monitor their performance to ensure a quality operation • Ensure the Aloha desk, incoming calls and re:fuel are covered at all times, allocating meal breaks sensibly • Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service • Build strong relationship and liaise with all other departments • Control cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy • Takes responsibility in the absence of the Front Office Manager • Full awareness of current daily status of Hotel • Ensure smooth hand over to next shift • Thoroughly conversant with all room types, décor and outlook • Communication and recording of complaints • Be aware of daily functions, events, VIP and group arrivals • To carry out any other duties as required

• Guest Service Agent

  • Jul 2017 - Jan 2018

  Greater Jakarta Area, Indonesia Pre-Opening Team at Aloft Jakarta Wahid Hasyim • Ensure prompt, efficient and courteous reception of guests at both Aloha Desk and Re:fuel • Thoroughly understand and adheres to proper credit, check – cashing and cash handling policies and procedures • Record and administer arrivals and departures • Know room locations, types of rooms available and room rates • Present options and alternatives to guests and offer assistance in making choices • Use suggestive selling… Show more Pre-Opening Team at Aloft Jakarta Wahid Hasyim • Ensure prompt, efficient and courteous reception of guests at both Aloha Desk and Re:fuel • Thoroughly understand and adheres to proper credit, check – cashing and cash handling policies and procedures • Record and administer arrivals and departures • Know room locations, types of rooms available and room rates • Present options and alternatives to guests and offer assistance in making choices • Use suggestive selling techniques to sell rooms and to promote other services of the hotel • Coordinate room status updates with the housekeeping department by notifying housekeeping of all check outs, late check outs, early check ins, special requests and day use rooms • To be fully aware of and adhere of health and safety, fire and bomb threat procedures • Full awareness of current daily status of Hotel • Communication and recording of complaints • Be aware of daily functions, events, VIP and group arrivals • Ensure guest’s immediate requirements are catered for • Awareness of regular guest names & requirements • Receipt of payments • Issue safe deposit boxes and allow guest access in accordance with procedures • Process reservations by mail, telephone, fax or central reservation systems referral • Know the credit policy of the hotel and how to code each reservation • Prepare letters of confirmation • Communicate reservation information to the front desk • Understand the hotel’s policy on guaranteed reservations and no-shows • Handle daily correspondence, respond to inquiries and make reservation as needed • Maintain a clean and neat appearance and work area at all times • Direct call to guest rooms, staff, or departments through the switchboard or PBX system • Log all wake-up call requests and perform wake-up call services • Understand the telephone operator board or PBX switchboard operations • To carry out any other duties as required



InterContinental Jakarta MidPlaza

• Indonesia
• Hospitality
• 1 - 100 Employee

• Guest Service Agent

  • Aug 2016 - Jun 2017

  Greater Jakarta Area, Indonesia Rebranded to AYANA Midplaza Jakarta



InterContinental Kuala Lumpur

• Malaysia
• Hospitality
• 1 - 100 Employee

• Room Division Intern

  • Nov 2015 - Mar 2016

  Kuala Lumpur, Malaysia



Bentani Hotel and Residence

• Indonesia
• Hospitality
• 1 - 100 Employee

• Front Office Intern

  • Mar 2014 - Aug 2014

  Cirebon