 PREMIUM RESUME/CV | KarirHotelier.Com
Premium Jobseeker Membership
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Position Applied:
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Front Office Manager
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Expected Salary:
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-
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Start Working:
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2004
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Personal Information
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Name:
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Kencana Herdianto
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Place/Date of Birth:
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Sanggau/16 Desember 1984
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Gender:
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Male
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Martial Status:
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Single
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Religion:
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Moslem
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Nationality:
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Indonesia
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Address:
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Jl. Karya Komp. Karya Indah II No. 10
Apartemen Green Parkview, Jl. Daan Mogot KM 14, Jakarta Barat Pontianak Indonesia |
Phone:
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087818012261
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Email:
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EDUCATION BACKGROUND
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Education:
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SMKN 1 - Pontianak
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WORKING EXPERIENCE
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Training:
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- Keys to Communication (Accor Corporate
Training)
- Resavision Training ( Accor Corporate Training ). - Keys to Success Room Division (Accor Corporate Training). - Welcoming The Guest instead of Mine ( Accor Corporate Training ) - Quality & Attitude Manager - Creating a Winning Management - Managing Innovation & Creativity - Collaboration Skill - Leadership Skill, Build a Winning Team |
Working:
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April 1st 2014 - present : Front Office
Manager
Ibis Style & Ibis Budget Jakarta Airport *** - Jakarta, Indonesia 400 room, 1 restaurant, 1 lounge bar 1 Prepare for the opening of the hotels 2. Responsible for the entire operation, staffing and equipment of the Front Office. 3. Delegates to and supervise all Managerial staff within the Department and assist them in preparing work schedules. 4. Conforms to and enforce policies and procedures & rules and regulations as laid down by ACCOR and the Hotel in order to achieve the highest levels of uniformity and guest service. 5. Performs special duties as required by the Director of Rooms. 6. Prepares weekly staffing schedules, monitors staff attendance and assist in planning work schedules. 7. Controls and verify occupancy forecasts & maintain for average room rate.. 8. Maintains a Hotel logbook on incidents, complaints etc. and refers them, if required to the appropriate department for follow up action. 9. Prepares various monthly reports as required by General Manager. 10. Conducts regular operational meetings to review, monitor, adjust and upgrade the performance of the Front Office as a whole, explaining new directions and policies and procedures at the same time. 11. Prepares the annual capital and operating budgets for the Department in conjunction with the Financial Control and ensure departmental expenditure is kept within budget by presenting the P & L for the Department to the General Manager on a monthly basis. 12. Handles and resolves all guest queries and complaints in an efficient manner and to establish an amicable relationship with all clients and guests of the Hotel. 13. Through close supervision recommend improvements and changes to the operation of the Front Office, especially concerning creating better service standards, increasing revenue and reducing costs. 14. Prepared Closing Report for End of Month Uploaded ______________________________ June 1st 2013 - March 31st 2014 : Front Office Manager Mercure Pontianak **** - Pontianak - Indonesia 178 Room, 1 Restaurant 1 Lounge bar, 9 Meeting Rooms 1. Responsible for the entire operation, staffing and equipment of the Front Office. 2. Delegates to and supervise all Managerial staff within the Department and assist them in preparing work schedules. 3. Conforms to and enforce policies and procedures & rules and regulations as laid down by ACCOR and the Hotel in order to achieve the highest levels of uniformity and guest service. 4. Performs special duties as required by the Director of Rooms. 5. Prepares weekly staffing schedules, monitors staff attendance and assist in planning work schedules. 6. Controls and verify occupancy forecasts & maintain for average room rate.. 7. Maintains a Hotel logbook on incidents, complaints etc. and refers them, if required to the appropriate department for follow up action. 8. Prepares various monthly reports as required by General Manager. 9. Conducts regular operational meetings to review, monitor, adjust and upgrade the performance of the Front Office as a whole, explaining new directions and policies and procedures at the same time. 10. Prepares the annual capital and operating budgets for the Department in conjunction with the Financial Control and ensure departmental expenditure is kept within budget by presenting the P & L for the Department to the General Manager on a monthly basis. 11. Handles and resolves all guest queries and complaints in an efficient manner and to establish an amicable relationship with all clients and guests of the Hotel. 12. Through close supervision recommend improvements and changes to the operation of the Front Office, especially concerning creating better service standards, increasing revenue and reducing costs. 13. Prepared Closing Report for End of Month Uploaded ______________________________ June 2011 - June 1st 2013 : Asst. Front Office Manager Mercure Pontianak **** - Pontianak - Indonesia 178 Room, 1 Restaurant 1 Lounge bar, 9 Meeting Rooms 1. Responsible for the entire operation, staffing and equipment of the Front Office. 2. Delegates to and supervise all Managerial staff within the Department and assist them in preparing work schedules. 3. Conforms to and enforce policies and procedures & rules and regulations as laid down by ACCOR and the Hotel in order to achieve the highest levels of uniformity and guest service. 4. Prepares weekly staffing schedules, monitors staff attendance and assist in planning work schedules. 5. Controls and verify occupancy forecasts and maintain for average room rate 6. Maintains a Hotel logbook on incidents, complaints etc. and refers them, if required to the appropriate department for follow up action. 7. Prepares various monthly reports as required by General Manager. 8. Conducts regular operational meetings to review, monitor, adjust and upgrade the performance of the Front Office as a whole, explaining new directions and policies and procedures at the same time. 9. Prepares the annual capital and operating budgets for the Department in conjunction with the Financial Control and ensure departmental expenditure is kept within budget by presenting the P & L for the Department to the General Manager on a monthly basis. 10. Handles and resolves all guest queries and complaints in an efficient manner and to establish an amicable relationship with all clients and guests of the Hotel. 11. Through close supervision recommend improvements and changes to the operation of the Front Office, especially concerning creating better service standards, increasing revenue and reducing costs. 12. Prepared Closing Report for End of Month Uploaded ______________________________ February 2010 – June 2011 : Duty Manager – Front Office Department Mercure Pontianak **** - Pontianak - Indonesia 178 Room, 1 Restaurant 1 Lounge bar, 9 Meeting Rooms 1. Report to Front Office Manager on daily basis. 2. To constantly strive to please all guests that he may come into contact with during his working hours. 3. To ensure through effective supervision that all services offered in the Front Office area always available and are carried out with the utmost efficiency and courtesy adhering to the Standards service required by the hotel. 4. To ensure that all incoming reservations for the day match the necessary accommodation and that all VIP’s rooms are blocked. 5. To ensure that all VIP’s Guest Rooms are checked prior to the arrival of the guest for 100% readiness. 6. To ensure that all assigned and blocked rooms requiring VIP amenity set-ups are accurately displayed in the system and available to the Housekeeping and F&B Departments for action. 7. To ensure all arriving VIP’s Guests are escorted and their needs are satisfied, their luggage is swiftly sent to their rooms, and that they are checked-in in a courteous and efficient manner with no delay. 8. To ensure that all group rooms are checked and completed prior to the arrival of the group and ensure they are welcomed properly. 9. To ensure all documentations of group are complete at least 24 hours before arrival, e.g. Letter of Confirmation, Internal Credit (when necessary), deposit (when necessary), rooming list. 10. To assist in securing external guest accommodation should an overbooking occurs. 11. To ensure that Guest History records are accurately maintained and all recurring guests are pre-registered (when appropriate tools such as continuous registration card and proper guest history is already available). 12. To ensure a speedy telephone and message service at the Front Desk at all times. 13. To maintain an atmosphere of tranquility at the Front Desk, never giving the impression that there is a problem. 14. To ensure that all corporate and local special rates information are available. 15. To coordinate all cashiering functions and credit procedures affecting the Front Office with the Accounting Department and to ensure adherence to established accounting policies and procedures. 16. To optimize occupancy rate as targeted by the management based on the monthly budget. 17. To check all registration card and the input into the system and ensure that all data are correct and rate implementation is correct. 18. To work closely with sales and banquets in planning room requirements and assignments, price location, allotment and rooming list, etc. 19. To inspect the rooms and public areas regularly and liaise with the Housekeeping Department on deviation from standard set-ups. 20. To ensure that all departmental reports and correspondence are completed punctually and accurately. 21. To ensure evalpack reports are done properly and completely. 22. To assist subordinates during peak periods. 23. To set up, conduct and attend regular Front Office meetings to keep employees informed of policies and procedures, special events, further improvements plans and guest comments. 24. To plan and conduct training for new employees and regular “refresher” training for newly hired and existing employees ensuring that they have the necessary skills to perform their duties with maximum efficiency. 25. To conduct employee evaluations for all Front Office employees to review their general performance, discuss existing performance, and areas of improvements. ______________________________ August 2009 – February 2010 : Front Office Supervisor – Front Office Department Mercure Pontianak **** - Pontianak - Indonesia 178 Room, 1 Restaurant 1 Lounge Bar, 9 Meeting Rooms 1. Delegates and supervise all supervisory staff within the Department and assist them in preparing work schedule. 2. Conforms and enforce policies and procedures & rules and regulation as laid down by Accor and the Hotel in order to achieve the highest levels of uniformity and guest service. 3. Prepares staffing schedules, monitor staff attendance and assist in planning work schedules. 4. Controls and verify occupancy forecasts and keep guest Service Manager fully aware of the availability situation in the Hotel, especially when approaching full house. 5. Maintains a Hotel logbook on incidents, complaints etc. and refers them, if required to the appropriate department for follow up action. 6. Conducts regular operational meetings to review, monitor, adjust and upgrade the performance of the Front Office as a whole, explaining new directions and policies and procedures at the same time. 7. Prepares the annual capital and operating budgets for the Department in conjunction with the Guest Service Manager and ensure departmental expenditure is kept within budget by presenting the P&L for the Department to the Guest Service Manager on monthly basis. 8. Handles and resolves all with all clients and guests of the Hotel. 9. Through close supervision recommend improvements and changes to the operation of the Front Office, especially concerning creating better service standards, increasing revenue and reducing costs. ______________________________ January 2009 - August 2009 : Front Desk Agent – Front Office Department Orchadz Hotel *** - Pontianak - Indonesia 148 Room 1. Responsible to ensure that all information relating to a reservation is keyed correctly into PMS hotel and is having the highest quality, and errors are kept to an absolute minimum. 2. To ensure that every booking made by a travel agent contains the relevant travel agent name. 3. Responsible for ensuring that all reservation filling and correspondence is carried out daily. 4. Ensuring that reservations are processed bases on the established room availability, applicable rates and billing arrangements. 5. Follow up on letters of undertaking for credit arrangements and copies to front desk and accounts for their follow up. 6. Prepare confirmation of room reservation within the sale day of enquiry for the Front office Manager verification prior faxing/ mail 7. Ensuring good knowledge on facilities and information about hotel and to update at all time 8. Maintains a Hotel logbook in incidents, complaints, e.t.c and refer them, if required to the appropriate department for follow up action. 9. Ensure that the hotel is esthetically pleasing and functional (as seen through the guest’s eye). 10. Wearing the department uniform and/or concept and take care over the appearance. 11. Ensure that all guests are attended promptly and handled properly. 12. Responsible and accountable for all operations in relation to the switchboard and guest message delivery whilst on duty. 13. Ensure that through personal presentation, telephone manner, effective and efficient work practices and guest service standard, that guests and caller “first impression is a lasting one of genuine warmth and friendliness and of high standards. 14. To ensure that all guests and caller are provided with concise information concerning the services and facilities. 15. Ensuring good knowledge on facilities and information about hotel and to update at all time. 16. To be completely aware of the fire and emergency procedures. ______________________________ August 2008 – January 2009 : Telephone Operator – Front Office Department Kapuas Palace Hotel Pontianak 190 rooms 1. Receive Telephone call with Standard Hotel Greeting 2. Assist the caller who needed information about hotel 3. Assist the caller to transfer Telephone to department concern 4. Monitoring House Music and Television channel 5. Reporting daily telephone expenses to Front Office manager or Leader In charge. 6. Courtesy Guest who will check out on departure date 7. Responsible to Record wakeup call request and set In system 8. Prepare room key for guest who check in on arrival date |
SKILL & INTEREST
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Skill:
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Leadership,
Analyst, Front Office Technical |
Interest/Hobby:
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Singing
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