Operations Manager

• Aug 2022 - Present

Part of AYANA GROUP and MIDPLAZA holding company. - AWARD/achievements 1. 2023, Indonesia’s leading service Apartment at the World Travel Award. 2. 2023, Best Serviced Residences at the International Travel Award. 3. Traveler’s Choice Award TripAdvisor 2023 4. Agoda's Customer Review Awards 2023 5. 2022, Best Eco/Green Hotel in Indonesia at the International Travel Awards. Lead all operating departments namely Front Office, Food & beverages, Culinary, Housekeeping… Show more Part of AYANA GROUP and MIDPLAZA holding company. - AWARD/achievements 1. 2023, Indonesia’s leading service Apartment at the World Travel Award. 2. 2023, Best Serviced Residences at the International Travel Award. 3. Traveler’s Choice Award TripAdvisor 2023 4. Agoda's Customer Review Awards 2023 5. 2022, Best Eco/Green Hotel in Indonesia at the International Travel Awards. Lead all operating departments namely Front Office, Food & beverages, Culinary, Housekeeping, Engineering and lost and prevention . The hotel features 289 spacious and comfortably rooms consist of 172 hotel rooms and 117 unit luxury serviced apartments where guests can enjoy garden and golf view. Software and System uses : PMS Opera System, SAP/Intranet, Talenta Apps, ReviewPro(GuestVoicePlatform), and Workable recruitment system Show less Part of AYANA GROUP and MIDPLAZA holding company. - AWARD/achievements 1. 2023, Indonesia’s leading service Apartment at the World Travel Award. 2. 2023, Best Serviced Residences at the International Travel Award. 3. Traveler’s Choice Award TripAdvisor 2023 4. Agoda's Customer Review Awards 2023 5. 2022, Best Eco/Green Hotel in Indonesia at the International Travel Awards. Lead all operating departments namely Front Office, Food & beverages, Culinary, Housekeeping… Show more Part of AYANA GROUP and MIDPLAZA holding company. - AWARD/achievements 1. 2023, Indonesia’s leading service Apartment at the World Travel Award. 2. 2023, Best Serviced Residences at the International Travel Award. 3. Traveler’s Choice Award TripAdvisor 2023 4. Agoda's Customer Review Awards 2023 5. 2022, Best Eco/Green Hotel in Indonesia at the International Travel Awards. Lead all operating departments namely Front Office, Food & beverages, Culinary, Housekeeping, Engineering and lost and prevention . The hotel features 289 spacious and comfortably rooms consist of 172 hotel rooms and 117 unit luxury serviced apartments where guests can enjoy garden and golf view. Software and System uses : PMS Opera System, SAP/Intranet, Talenta Apps, ReviewPro(GuestVoicePlatform), and Workable recruitment system Show less

Front Office Manager

• Sep 2020 - Aug 2022

Oversee the Front Office Team. Front office is the main connection between the Guest, the hotel, and the various hotel departments and supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out. -Achieving 78-80 % room profitability. -Increasing TripAdvisor reputation from ranking 25 to 1. -Championing the hotels service vision for product and service delivery which involves… Show more Oversee the Front Office Team. Front office is the main connection between the Guest, the hotel, and the various hotel departments and supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out. -Achieving 78-80 % room profitability. -Increasing TripAdvisor reputation from ranking 25 to 1. -Championing the hotels service vision for product and service delivery which involves Brand Standard, Property Commercial Audit, Guest Experience, and All Star Coach. -TripAdvisor ranked #1 in Tangerang; obtaining the highest ranking since 2 months later joined at this hotel.-Received the,2022 2021 Travelers Choice (Excellent Service Award from TripAdvisor) Agoda Customer Review Award 2021 and Booking.com excellent review. -Awarded TOP 3 Accor Live limitless enrollment and TOP 10 First stay Recruitment challenge for Q3 & Q4 2021 in Accor Hotels across Asia Pacific. -Increased hotel reputation score (RPS) from 89 to 91. YTD 2021 vs LY.-Improved CI and CO experience score, from 84% to 87.04% and 87.34% to 90,07%. -Encouraging and driving the team to deliver an up-sell program achieved $34,904 for Room and $3,500 for breakfast Upsell YTD 2021. Show less Oversee the Front Office Team. Front office is the main connection between the Guest, the hotel, and the various hotel departments and supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out. -Achieving 78-80 % room profitability. -Increasing TripAdvisor reputation from ranking 25 to 1. -Championing the hotels service vision for product and service delivery which involves… Show more Oversee the Front Office Team. Front office is the main connection between the Guest, the hotel, and the various hotel departments and supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out. -Achieving 78-80 % room profitability. -Increasing TripAdvisor reputation from ranking 25 to 1. -Championing the hotels service vision for product and service delivery which involves Brand Standard, Property Commercial Audit, Guest Experience, and All Star Coach. -TripAdvisor ranked #1 in Tangerang; obtaining the highest ranking since 2 months later joined at this hotel.-Received the,2022 2021 Travelers Choice (Excellent Service Award from TripAdvisor) Agoda Customer Review Award 2021 and Booking.com excellent review. -Awarded TOP 3 Accor Live limitless enrollment and TOP 10 First stay Recruitment challenge for Q3 & Q4 2021 in Accor Hotels across Asia Pacific. -Increased hotel reputation score (RPS) from 89 to 91. YTD 2021 vs LY.-Improved CI and CO experience score, from 84% to 87.04% and 87.34% to 90,07%. -Encouraging and driving the team to deliver an up-sell program achieved $34,904 for Room and $3,500 for breakfast Upsell YTD 2021. Show less

Rooms Operations Manager (Pre-Opening Leadership)

• Jun 2019 - Jun 2020

Oversee and Leading Front Office, Housekeeping, Loss Prevention and Repairs & Maintenance department (Division Head). -Championing the hotels service vision for product and service delivery which involves LRA, Guest Voice, Marriott Bonvoy coach and Guest experience platform champion.. -2019 GSS ranked #3 Marriott Indonesia; obtaining the highest ranking since opening -2019 K goal 85% for Rooms cleanliness score. -2019 K goal 80% for CI experience score. -2019 Green Score >85%… Show more Oversee and Leading Front Office, Housekeeping, Loss Prevention and Repairs & Maintenance department (Division Head). -Championing the hotels service vision for product and service delivery which involves LRA, Guest Voice, Marriott Bonvoy coach and Guest experience platform champion.. -2019 GSS ranked #3 Marriott Indonesia; obtaining the highest ranking since opening -2019 K goal 85% for Rooms cleanliness score. -2019 K goal 80% for CI experience score. -2019 Green Score >85% LRA achievement. - Recruiting, training and mentoring future rooms leaders; certified shaping service coach with a passion to build highly engaged and target driven teams. -Leading the way with a guest centric approach across all contact points resulting in the Hotel being ranked as the 1 out of 56 hotels in Balikpapan (TripAdvisor), number 3 Marriott hotels Indonesia and Number 20 Four Points Asia Pacific for guest experiences. -Encouraging and driving the team to deliver an up-sell with $700/Month. -Improved operational efficiencies and applied prudent cost management practices to deliver 80% room profitability. -Coaching and supporting rooms operations team to effectively manage high occupancy and rate, wages and controllable expenses; goal driven in delivering budgeted Rooms Division profitability without sacrificing service experience. -Managing revenue & profitability of Minor Operating Departments such Transportation and Guest Laundry. -Supporting Revenue Team to implement, execute and monitor strategies to maximize paid premium room & suite occupancy

Front Office Manager

• Mar 2019 - Jun 2019

Pre-opening leadership and the first Marriott in Kalimantan Island. Managing and leading front office department, Set up all sections in front office( Including front desk, concierge, reservations, telephone operator, and FO operations) Recruitment of new staff (more 1000 applicants- Walk-interview Conduct training & role play all conversation in front office department, all SOP and job Descriptions Structured room configuration and new room type Set up all Marriott… Show more Pre-opening leadership and the first Marriott in Kalimantan Island. Managing and leading front office department, Set up all sections in front office( Including front desk, concierge, reservations, telephone operator, and FO operations) Recruitment of new staff (more 1000 applicants- Walk-interview Conduct training & role play all conversation in front office department, all SOP and job Descriptions Structured room configuration and new room type Set up all Marriott system such as Marsha, Mobile service, gXP, EPIC and Critical path hotel pre-opening. As Opera PMS champion Responsible for all financial reporting include P&L, and budgeting.

Assistant Front Office Manager

• Sep 2017 - Mar 2019

Managing and leading front office department. Selected as Manager of the year 2018 and nominated as MOTY Marriott Asia Pacific 2018 the result will be announce on February 2019. The best enroller Marriott Asia Pacific in Q4 2017,Marriott Incentive enrollment awards program for Q2, Q3 2018 Increasing GV Intent to recommend property score from U (Underperformer) to K (Key Contributor) goals, LY vs YTD (2018) Increasing GV elite appreciation score +70% from U to K goals LY Vs… Show more Managing and leading front office department. Selected as Manager of the year 2018 and nominated as MOTY Marriott Asia Pacific 2018 the result will be announce on February 2019. The best enroller Marriott Asia Pacific in Q4 2017,Marriott Incentive enrollment awards program for Q2, Q3 2018 Increasing GV Intent to recommend property score from U (Underperformer) to K (Key Contributor) goals, LY vs YTD (2018) Increasing GV elite appreciation score +70% from U to K goals LY Vs YTD. Increasing GV check-in experience score from U to K goals, LY vs YTD. PMS Opera Hotel System. Property Loyalty Coach Guest Voice Champion. 2018 TripAdvisor #15, compare to LY, have made improvement from ranking 26 to 15. -Staff satisfaction score >98% -Handling and manage outstanding folio/dummy folio. Make sure there is no pending folio from the group/corporate (aging 3 days).

Duty Manager (Pre-opening Leadership)

• Nov 2016 - Oct 2017

I am proud to be part of Pre-opening team (New 5*luxury hotel in Surabaya). Act as Department Head pre-opening for 3 months • Managing and leading front office department, reporting to DOR directly • Set up all sections in room division ( Including front desk, concierge, reservations, telephone operator, guest relations, and fo operations) • Recruitment of new staff • Conduct training & role play all conversation in front office department, all SOP and job Descriptions •… Show more I am proud to be part of Pre-opening team (New 5*luxury hotel in Surabaya). Act as Department Head pre-opening for 3 months • Managing and leading front office department, reporting to DOR directly • Set up all sections in room division ( Including front desk, concierge, reservations, telephone operator, guest relations, and fo operations) • Recruitment of new staff • Conduct training & role play all conversation in front office department, all SOP and job Descriptions • Structured room configuration and new room type • Responsible for all financial reporting include P&L, and budgeting Show less I am proud to be part of Pre-opening team (New 5*luxury hotel in Surabaya). Act as Department Head pre-opening for 3 months • Managing and leading front office department, reporting to DOR directly • Set up all sections in room division ( Including front desk, concierge, reservations, telephone operator, guest relations, and fo operations) • Recruitment of new staff • Conduct training & role play all conversation in front office department, all SOP and job Descriptions •… Show more I am proud to be part of Pre-opening team (New 5*luxury hotel in Surabaya). Act as Department Head pre-opening for 3 months • Managing and leading front office department, reporting to DOR directly • Set up all sections in room division ( Including front desk, concierge, reservations, telephone operator, guest relations, and fo operations) • Recruitment of new staff • Conduct training & role play all conversation in front office department, all SOP and job Descriptions • Structured room configuration and new room type • Responsible for all financial reporting include P&L, and budgeting Show less

Cluster Manager

• Feb 2016 - Nov 2016

• AiryRooms Ensure that managed hotels meet targets defined (availability, adherence to standards, low operations cost • Managing and Leading Housekeeping and Front office department • Implement new SOPs of Front Office and Housekeeping and ways of working to hotel staff • Assist Operations Head in ensuring the smooth operations of hotel Visit properties at least once a week to ensure that standards of service are adhered to Conduct audits on hotel rooms… Show more • AiryRooms Ensure that managed hotels meet targets defined (availability, adherence to standards, low operations cost • Managing and Leading Housekeeping and Front office department • Implement new SOPs of Front Office and Housekeeping and ways of working to hotel staff • Assist Operations Head in ensuring the smooth operations of hotel Visit properties at least once a week to ensure that standards of service are adhered to Conduct audits on hotel rooms to ensure that all items in checklist are fulfilled Suggest ideas for improvements to Operations Head E-mail : trio.akbar@airyrooms.com Website : www.airyrooms.com Show less • AiryRooms Ensure that managed hotels meet targets defined (availability, adherence to standards, low operations cost • Managing and Leading Housekeeping and Front office department • Implement new SOPs of Front Office and Housekeeping and ways of working to hotel staff • Assist Operations Head in ensuring the smooth operations of hotel Visit properties at least once a week to ensure that standards of service are adhered to Conduct audits on hotel rooms… Show more • AiryRooms Ensure that managed hotels meet targets defined (availability, adherence to standards, low operations cost • Managing and Leading Housekeeping and Front office department • Implement new SOPs of Front Office and Housekeeping and ways of working to hotel staff • Assist Operations Head in ensuring the smooth operations of hotel Visit properties at least once a week to ensure that standards of service are adhered to Conduct audits on hotel rooms to ensure that all items in checklist are fulfilled Suggest ideas for improvements to Operations Head E-mail : trio.akbar@airyrooms.com Website : www.airyrooms.com Show less

Front Office Trainer

• Oct 2014 - Oct 2015

Communication Center Clerk

• May 2013 - Jun 2014

Guest Service Agent

• Sep 2011 - Nov 2012

Bellman and Club Olympia (Internship)

• Jan 2011 - Jul 2011

The Best Trainee of the month The Best Trainee of the month