| Working: | Graha Cantika Resort & Convention, Berau, Kaltim ****( General Manager
July 2013 – present
Responsibilities:
- Conceptualize and implement strategy for overall business growth & results & ensure top line and bottom line profitability.
- Prepare & manage financial and operating budgets effectively
- Conceptualize & implement marketing plans
- Monitor key performance indicators to ensure operational efficiency and financial success
- Keep the Management Committee apprised of all progress and development through regular reports and meetings
- Manage all hotel operations
- Lead overall operations, including formulating & implementing SOPs for various functions
- Ensure operational efficiency of the highest standards and implement global best practices in all areas of hotel management and Customer Service
- Ensure smooth functioning of the F&B operations, by ensuring complete safety & hygiene standard
- Develop and maintain strong client base for Corporate Customers, Individuals, Professionals, Businessmen, Diplomats and Tourists
- Build and maintain effective relationships with travel agents both within and outside Myanmar
- Design and conduct promotional events with in-house team as well as external event organisers to develop and correctly position the brand
- Ensure customer satisfaction by achieving delivery of service quality norms by interacting with guests, handle guests requests & resolve complaints.
- Execute policies & procedures in the operating systems to achieve customer delight.
- Ensure consistent high standards of customer service across all operations
- Inspire team to achieve and exceed the overall business objectives
- Coordinate specific objectives of the plan with all of the functional departments
- Hold monthly personnel team meetings to promote and enhance communication and manage expectations
- Devise and implement Training & Development programs at all levels
Royal Orchid Garden Hotel & Condominium, Batu, Malang ****( General Manager
September 2012 – July 2013
Responsibilities:
- Conceptualize and implement strategy for overall business growth & results & ensure top line and bottom line profitability.
- Prepare & manage financial and operating budgets effectively
- Conceptualize & implement marketing plans
- Monitor key performance indicators to ensure operational efficiency and financial success
- Keep the Management Committee apprised of all progress and development through regular reports and meetings
- Manage all hotel operations
- Lead overall operations, including formulating & implementing SOPs for various functions
- Ensure operational efficiency of the highest standards and implement global best practices in all areas of hotel management and Customer Service
- Ensure smooth functioning of the F&B operations, by ensuring complete safety & hygiene standard
- Develop and maintain strong client base for Corporate Customers, Individuals, Professionals, Businessmen, Diplomats and Tourists
- Build and maintain effective relationships with travel agents both within and outside Myanmar
- Design and conduct promotional events with in-house team as well as external event organisers to develop and correctly position the brand
- Ensure customer satisfaction by achieving delivery of service quality norms by interacting with guests, handle guests requests & resolve complaints.
- Execute policies & procedures in the operating systems to achieve customer delight.
- Ensure consistent high standards of customer service across all operations
- Inspire team to achieve and exceed the overall business objectives
- Coordinate specific objectives of the plan with all of the functional departments
- Hold monthly personnel team meetings to promote and enhance communication and manage expectations
- Devise and implement Training & Development programs at all levels
Ameera Boutique Hotel Yogyakarta *** (General Manager
January 2012 – September 2012
Responsibilities:
- Planning and organizing accommodation, catering and other hotel services
- Promoting and marketing the business
- Managing budgets and financial plans as well as controlling expenditure
- Maintaining statistical and financial records
- Setting and achieving sales and profit targets
- Analyzing sales figures and devising marketing and revenue management strategies
- Recruiting, training and monitoring staff
- Planning work schedules for individuals and teams
- Meeting and greeting customers
- Dealing with customer complaints and comments
- Addressing problems and troubleshooting
- Ensuring events and conferences run smoothly
- Supervising maintenance, supplies, renovations and furnishings
- Dealing with contractors and suppliers
- Ensuring security is effective
- Carrying out inspections of property and services
- Ensuring compliance with licensing laws, health and safety and other statutory regulations
Maharadja and Maharani Hotels (Complex Front Office Manager
July 2011 – January 2012
Complex Front Office Manager
Maharadja and Maharani Hotel is a business hotel that located at the heart of south Jakarta, as a business hotel With total rooms Maharani 180 rooms and Maharadja 271 rooms that divided into few categories This Hotel is furnish with Restaurants with different choices that suit with businessman needs
Responsibilities:
- Report and responsible to General Manager in day-to-day operation
- Provide necessary training program for all staff and conduct departmental training
- Prepare all information, services and facilities available to the guest
- Work closely with engineering Department to run the preventive maintenance program
- Review the incident of theft and other activities in the resort that may detrimental to the reputation of the hotel.
- Responsible for the electronic guest comment cards
- Ensure that resort policies and procedure are implemented for rooms Division.
- Reconcile the status report from housekeeping with front office and investigate if there is any discrepancy
- Review the performance and training of the Front Office
- Responsible for reducing the rooms expenses at profit and lost report
- Responsible for the SOP implemented in day to day basis
- Responsible for Day to day Front office Operational in general to run smoothly
Ratu Villa Hospitality ( Villas Management) ( Operation Manager
February 2010 – July 2011
Novotel Nusa Dua Bali ( Estate Manager (same Job Fuction with GM)
September 2007 – ( February 2010
Novotel Nusa Dua Bali is one of the Accor Property that have 5 stars rating, Novotel Nusa Dua Resort is consist of 3 Categories. Private Residences, Condotel and Accor Vacation Club. With this unique of complexes make Novotel Nusa Dua Resort popular and the resort is build suitable for family as the type of the rooms are Residences which are fully furnish and equip with complete kitchenette
Areas to cover : Private Residence Tower, Accor Vacation Towers, Condotel Unit Owners and Galleria.
Responsibilities:
- Report and responsible to General Manager in day-to-day operation
- Made the rules and regulation for residences unit owner
- Work closely with housekeeping Department for cleaning standard of residences and day to day operation
- Ensure the units Owner Private Residences and Condotel reach the satisfaction
- Work closely with Front Office for unit owners arrivals
- Ensure the unit of Accor vacation Club and Residences are well maintain and clean
- Make sure the communication runs well between Unit Owners and management
- Make sure the rules and regulation of residences run as expected
- Provide necessary training program for all staff and conduct departmental training
- Work closely with engineering Department to run the preventive maintenance program, renovation and maintenace
- Review the incident of theft and other activities in Private residence that may detrimental to the reputation of the resort.
- Responsible for publish News for the unit owners at the web site
- Evaluate the actual occupancy against daily weekly and monthly forecast
- Reconcile the status report from housekeeping with front office and investigate if there is any discrepancy
- Responsible for Profit and Lost Report and reducing the cost
- Coordinate, direct and supervises the function of all housekeeping personnel engaged in activities such as cleaning and maintaining resort premises, storing and issuing linen and uniform
- Ensure the efficient and courteous service to guest and maintain a high standard of cleanliness and sanitation Private residences of responsibilities of the Housekeeping Department
SARI PAN PACIFIC HOTEL JAKARTA
- December 2006 – September 2007 ( Front Office Manager In charge
- May 2005 – December 2006 ( Assistant Front Office Manager
- September 2003 – May 2005 ( Assistant Manager Front Office
Front Office Manager Incharge
Sari Pan Pacific Jakarta is a business hotel that located at the heart of Jakarta, as a business hotel Sari Pan Pacific offer variety business facilities at business center as well as in the room. With total rooms 435 rooms that divided into 5 categories such as Standard room, Deluxe Rooms, Pacific Rooms, Junior Suite and Presidential Suite. This Hotel is furnish with Restaurants with different choices that suit with businessman needs
Areas to cover : 435 rooms, Front Desk, bell man, Airport lounge, airport Trap, Service One, Concierge, Gro and Electronic Guest Comment Card
Responsibilities:
- Report and responsible to Rooms Division Manager in day-to-day operation
- Provide necessary training program for all staff and conduct departmental training
- Prepare all information, services and facilities available to the guest
- Work closely with engineering Department to run the preventive maintenance program
- Review the incident of theft and other activities in the resort that may detrimental to the reputation of the hotel.
- Responsible for the electronic guest comment cards
- Ensure that resort policies and procedure are implemented for rooms Division.
- Reconcile the status report from housekeeping with front office and investigate if there is any discrepancy
- Review the performance and training of the Front Office
- Responsible for reducing the rooms expenses at profit and lost report
- Responsible for the SOP implemented in day to day basis
- Responsible for Day to day Front office Operational in general to run smoothly
NIRWANA GARDENS RESORT Previously SOL ELITE BINTAN
September 2002 – September 2003
Asst. Reservation & Sales Manager Nirwana Garden Resort Intl****
Nirwana Gardens Resorts is located in tourism area at Bintan Island. Previously well known as Sol Elite Bintan. Nirwana Gardens Resort hotel is design for the guest who wants to relax. Nirwana Gardens Resort is four stars hotel which is have 250 rooms, 35 Villa, 50 Chalet and 15 luxurious villa, This Resort is owned by Sembawang Company and have several hotel spread in Asia.
Areas to cover : Nirwana Gardens Resort hotel (250 rooms),Banyu Biru Villa (35 Villa), Mayang Sari resort ( 50 Chalet), Indramaya Villa (15 luxurious villa) and 4 four Restaurants
Responsibilities:
- To manage all aspects of reservation Department with emphasis on establishing and maintaining the highest revenue and achieved the yield management
- Assisted reservation manager in daily operation
- Report to Room Division Manager, Director of Sales and General Manager
- Coordinate, direct and supervises the function of all Reservation Staff engaged in activities.
- Monitoring and supervising reservation Operation in order to run smoothly
December 2001 - September 2002
Customer Service Manager Nirwana Gardens Resort Intl. ****
Nirwana Gardens Resorts is located in tourism area at Bintan Island. Previously well known as Sol Elite Bintan. Nirwana Gardens Resort hotel is design for the guest who wants to relax. Nirwana Gardens Resort is four stars hotel which is have 250 rooms, 35 Villa, 50 Chalet and 15 luxurious villa, This Resort is owned by Sembawang Company and have several hotel spread in Asia.
Areas to cover : Nirwana Gardens Resort hotel (250 rooms),Banyu Biru Villa (35 Villa), Mayang Sari resort ( 50 Chalet), Indramaya Villa (15 luxurious villa) and 4 four Restaurants
Responsibilities:
- Report and responsible to Executive Assistant Manager in day-to-day operation
- Setting up the policy and procedure, job description and operation manual
- Provide necessary training program for Customer service staff and conduct departmental training
- Prepare all information, services and facilities available to the guest
- Conduct Site inspection from overseas and local Travel agent and from cooperate company as well
- Touch based to repeater, long staying and VIP guest who is in house
- Setting up a program for repeater guest and VIP
- Collecting guest comment from all guest to get feedback and to improve our quality of service
- Compiling guest data from Fidelio to make top 10 nationality report
- Organizing Cocktails party every week for long staying and repeaters guest who is in house
- Handling VVIP guest
- Responsible for operation run smoothly
- Concern about visitor satisfactions
- Ensure the efficient and courteous service to visitors
- Coordinate, direct and supervises the function of all Customer Service Staff engaged in activities
- Evaluate the actual Visitor Report against daily weekly and monthly forecast
December 2000- December 2001
Senior Duty Manager Nirwana Gardens Resorts Intl.****
Nirwana Gardens Resorts is located in tourism area at Bintan Island. Previously well known as Sol Elite Bintan. Nirwana Gardens Resort hotel is design for the guest who wants to relax. Nirwana Gardens Resort is four stars hotel which is have 250 rooms, 35 Villa, 50 Chalet and 15 luxurious villa, This Resort is owned by Sembawang Company and have several hotel spread in Asia.
Areas to cover : Nirwana Gardens Resort hotel (250 rooms),Banyu Biru Villa (35 Villa), Mayang Sari resort ( 50 Chalet), Indramaya Villa (15 luxurious villa) and 4 four Restaurants
Responsibilities:
- Report and responsible to Rooms Division Manager in day-to-day operation
- Provide necessary training program for all staff and conduct departmental training
- Prepare all information, services and facilities available to the guest
- Work closely with engineering Department to run the preventive maintenance program
- Review the incident of theft and other activities in the resort that may detrimental to the reputation of the resort.
- Make daily routine rounds of the premises to highlights soft area in the soft areas in the safety and security point of view
- Ensure that resort policies and procedure are implemented for rooms Division.
- Reconcile the status report from housekeeping with front office and investigate if there is any discrepancy
- Review the performance and training of the Front Office
- Responsible for Transportation arrangement for guest and Ensure all the vehicles in good condition and well maintain
- Responsible for Day to day Front office Operational
Garuda Wisnu Kencana
( November 1999 – December 2000
Customer Service Manager at Garuda Wisnu Kencana Expo 2000, Bali
Garuda Wisnu Kencana is a cultural park located at Bukit Ungasan, Jimbaran – Bali. This is a place for art and culture that has some facilities for supporting national and international cultural development. In this place, there is a statue of the Hindu God Wisnu riding on Garuda-which project is still on progress with 140 meters high that will be finished in the year of 2003.
Areas to cover: Café with 1000 seats, 4 restaurants with 450 seats capacity of each restaurant, Amphitheatre, Street Theater, Shopping Arcade, Museum, Exhibition Hall, Padmasana, Lotus Pond, Parking Area.
Responsibilities:
- Report and responsible to Operation Division Director in day-to-day operation
- Setting up the policy and procedure, job description and operation manual during pre-opening
- Provide necessary training program for all staff and conduct departmental training
- Prepare all information, services and facilities available to the guest
- Responsible for operation run smoothly
- Concern about visitor satisfactions
- Ensure the efficient and courteous service to visitors
- Coordinate, direct and supervises the function of all Customer Service Attendants engaged in activities
- Evaluate the actual Visitor Report against daily weekly and monthly forecast
Garuda Wisnu Kencana
November – December 1999
Training instructor
As the pre-opening team, I in-charge as training instructor to train new staff, the training is conducted at STP Nusa Dua for about two month, The material that given to them are the basic knowledge of tourism industry, basic in house rules, product knowledge, and standard operating procedures.
Java Highland Resort
Room Division Manager 1998 - 1999
Java Highland Resort is a resort Hotel Locate at Jl. Mariwati KM 7.5 Cipanas Puncak. This is an international resort that build in the valley of hills which is design for international tourist who like a combination of Mother Nature and a cozy place for relax. For our guest who wants enjoying the Mother Nature, resort also provides nature sports beside hotel facilities like rock climbing, rafting, tea walk, etc.
Area to Cover: 100 Suite Villas, Front Office, Reservation, Housekeeping, Shopping Arcade, Guest Activities
Responsibilities:
- Report and responsible to General Manager in day-to-day operation
- Setting up the policy and procedure, job description and operation manual during pre-opening
- Provide necessary training program for all staff and conduct departmental training
- Prepare all information, services and facilities available to the guest
- Setting up the activities for guest
- Work closely with engineering Department to run the preventive maintenance program
- Review the incident of theft and other activities in the resort that may detrimental to the reputation of the resort.
- Make daily routine rounds of the premises to highlights soft area in the soft areas in the safety and security point of view
- Ensure that resort policies and procedure are implemented for rooms reservation, reception and guest service.
- Evaluate the actual occupancy against daily weekly and monthly forecast
- Reconcile the status report from housekeeping with front office and investigate if there is any discrepancy
- Review the performance and training of the Front Office and Housekeeping Staff
- Coordinate, direct and supervises the function of all housekeeping personnel engaged in activities such as cleaning and maintaining resort premises, storing and issuing linen and uniform
- Ensure the efficient and courteous service to guest and maintain a high standard of cleanliness and sanitation in the guest room, public areas and any areas of responsibilities of the Housekeeping Department
- Ensure the efficient and the economical processing of all guest and resort laundry or dry cleaning item
- Control and ensure the adequacy of inventor of all housekeeping amenities, material and supplies, initiating requisition when necessary
Laura English Course
Indonesian and English language teacher 1998
Laura English course is a private language class for Expatriate to learn Indonesian language, LLC is Located at Jl. Kalimalang Jakarta Timur This Course is not only open for class at it’s location but also open class for company according to the agreement
Responsibilities:
- Report and responsible to Operation Manager in day-to-day operation
- Setting up curriculum for students
- Teaching language
The Ascott Jakarta
Front Desk Agent 1996 - 1998
The Ascott is a Hotel and Apartment that is Locate at Jl. Kebon kacang raya Jakarta Pusat. The Ascott is a five star fully furnished Hotel and Apartment, that has a complete facilities for our tenant to spent leisure time after workday and to make our tenant have pleasant stay. The Ascott is a chain Hotel and Apartment that is manage by scott Holdings company Singapore which is owned by Mr. John Gonzalbo
Area to Covers : Front Desk, Concierge, Telephone Operator
Responsibilities:
- Report and responsible to Front Office Manager in day-to-day operation
- Responsible for C/I and C/o guest
- Escorting The guest
- Responsible for Guest billing and payment
- Responsible for any incoming calls from outside and internal
- Giving information for guest
- Arrange the wake up calls for the guest
- Performed site inspection and selling the rooms if there’s any prospect guest
- Take any reservation on the week ends
- Make occupancy Report and distribute to all department concern
- Assign for taxi booking
- Print report of hotel daily basis operation
- Concern of tenant to have pleasant stay
The Plaza Hotel Singapore
Trainee 1995-1996
The Plaza Hotel Singapore is a business hotel that is Located at 7500 beach road Singapore in the heart of business district, This four star hotel provide facilities to make the guest feels like home
Area to cover : Senior Front desk agent, Housekeeping Supervisor, Butler (F&B) and also as Bell Boy |
| Skill: | Computer Literate
Able to operate Windows packages, E- Mail, Microsoft Office (exel,word,publisher,outlook,power point) Internet, Knowledge in several Hotel System i.e. Springer Miller System, Samson, Comit, CLS, Maxial, HIS System, Landmark, Fidelio 7 Series, and New Series of Micros Fidelio OPERA
Language
Proficient in English for both written and spoken
Strong points
Strong motivated, Hard work, Work well as a team, Positive Thinking, Eager to improve knowledge |
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