Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Alberth Sianturi

Alberth Sianturi

Guest Service Agent All Rounder
Bandung City

Summary

Transitioning from role in high-paced hospitality environment, bringing valuable skills in customer service and conflict resolution. Developed strong communication and multitasking abilities, ensuring effective guest interactions and seamless operations. Seeking to apply these transferrable skills in new field with focus on delivering outstanding service.

Overview

2
2
years of professional experience
4
4
Certifications
3
3
Languages

Work History

Guest Service Agent All Rounder

UNPAR Guest House
09.2024 - 07.2025
  • Coordinated with multiple departments to facilitate seamless guest experiences, contributing to a 15% increase in positive feedback ratings over six months.
  • Tracked supplies, oversaw food costs, and conducted regular stock checks to ensure availability.
  • Uphold rigorous cleanliness protocols in the Front Office and dining areas, achieving a 98% compliance rate with hygiene standards, and reducing guest complaints related to sanitation by 15%.
  • Crafted targeted promotional materials highlighting restaurant and accommodation features, boosting guest engagement rates by 25% year-over-year.
  • Monitored and evaluated project outcomes, providing actionable feedback that contributed to a 10% improvement in overall customer feedback ratings, and streamlined operations at UNPAR Guest House.
  • Monitored and maintained 100% room readiness by conducting daily inspections of cleanliness and availability, reducing guest complaints related to room conditions by 30%.
  • Streamlined check-in process to decrease wait times and increase customer satisfaction.
  • Managed group bookings to ensure seamless organization of events and accommodations.
  • Assisted guests with check-ins, account inquiries, and any additional services needed.
  • Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
  • Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
  • Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
  • Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
  • Created welcoming and comfortable environment for guests.
  • Scheduled and confirmed restaurant reservations for guests.
  • Responded to guest inquiries to maximize guest satisfaction.

Restaurant Receptionist

Manohara Borobudur Restaurant and Hotel
06.2023 - 12.2023
  • Streamlined the seating process by efficiently directing guests to tables using clear communication, reducing wait times by 20%, and increasing the table turnover rate.
  • Coordinated reservations and cancellations for events hosting up to 1,000 guests, achieving a 98% accuracy rate in seating assignments, and reducing wait times by 30%, thereby enhancing the overall guest experience.
  • Facilitated accurate communication of event details to staff members, resulting in a 10% improvement in service delivery times, and enhanced overall event flow.
  • Coordinated with kitchen and event teams to ensure accurate dissemination of menu offerings and specials, resulting in a 10% boost in upselling success rates, and improved overall dining experience.
  • Resolved 50+ guest concerns weekly by actively listening and providing tailored solutions, resulting in a 20% improvement in customer satisfaction scores over three months.
  • Enhanced guest satisfaction scores by 15% through attentive beverage and food service, consistently exceeding company standards during high-volume periods.
  • Managed table arrangements before and after events, coordinating with staff to optimize seating capacity, and reduce wait times by 15%, thereby improving overall operational efficiency.
  • Streamlined reservation processes for improved guest experience and increased table turnover.
  • Maintained a clean and welcoming reception area for enhanced guest comfort.
  • Built strong relationships with guests, fostering repeat business through attentive service and personalized interactions.
  • Balanced daily cash register transactions, ensuring accurate accounting of sales revenue at shift end.
  • Improved the overall guest experience by consistently providing friendly and professional service, leading to positive online reviews and word-of-mouth referrals.
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Managed high-volume phone lines, addressing inquiries and confirming reservations with accuracy and professionalism.
  • Rearranged tables and chairs for large parties and retrieved high chairs for children.
  • Answered phone calls to take orders, give information and document reservations.
  • Minimized customer service complaints by expertly managing customer expectations during busy periods.
  • Answered customer questions about hours, seating, and menu information.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.

Education

Bachelor of Applied Tourism - Destination Management

Polytechnic Tourism NHI Bandung
Bandung, Indonesia
04.2001 -

Skills

  • Microsoft Office
  • Front Office Operations
  • Proficient in Accurate Accounting Software
  • Phone Etiquette
  • Guest Check-In and Check-Out Procedures
  • Canva
  • Reservation & Booking Management
  • Hospitality services
  • Complaint handling
  • Guest relations and services
  • Patience and composure
  • Administrative skills

Certification

Certified Guest Service Agent, UNPAR Guest House

Timeline

Certified Guest Service Agent, UNPAR Guest House

09-2025

IELTS Certificate

09-2025

Guest Service Agent All Rounder

UNPAR Guest House
09.2024 - 07.2025

Certified F&B Team, PT. Taman Wisata Candi

12-2023

Restaurant Receptionist

Manohara Borobudur Restaurant and Hotel
06.2023 - 12.2023

Certified as a Guest Speaker, Maluku Provincial Tourism Office

03-2023

Bachelor of Applied Tourism - Destination Management

Polytechnic Tourism NHI Bandung
04.2001 -

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Alberth SianturiGuest Service Agent All Rounder