Bayu Anggoro Mukti
Duty Manager, Front Office Manager
Malang
Summary
Dynamic leader with a proven track record at Hotel Aria Centra, excelling in customer service and relationship building. Expert in Realta and STAAH, I enhanced guest satisfaction and optimized revenue through strategic room inventory management. Skilled in transforming challenges into opportunities, ensuring exceptional guest experiences.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Front Office Manager
Hotel Aria Centra
Surabaya
09.2022 - 10.2024
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented staff training programs, improving employee performance and team cohesion.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Created, prepared, and delivered reports to various departments.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
- Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
- Managed room inventory to optimize occupancy rates, adjusting pricing strategies according to market trends.
- Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
- Defined clear targets and objectives and communicated to other team members.
Assistant Front Office Manager
Hotel Aria Centra
04.2020 - 09.2022
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
- Created training modules in partnership with HR for new hires.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Created, prepared, and delivered reports to various departments.
- Created reports, presentations and other materials for executive staff.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Duty Manager
Hotel Aria Centra
Surabaya
03.2016 - 03.2020
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Trained employees in essential job functions.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Served as the primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
Education
3 Year Diploma - Tourism And Hospitality
Brawijaya University
Malang, Indonesia 01.2005 - 01.2009
Skills
Customer Service
Relationship Building
Documentation and control
Administrative Skills
Complaint Handling
Guest Relations
Oral and writing communication
Hospitality services
Reservation Management
Property Management Systems
Reservations assistance
Proficient in Realta System and STAAH
Timeline
Front Office Manager
Hotel Aria Centra
09.2022 - 10.2024
Assistant Front Office Manager
Hotel Aria Centra
04.2020 - 09.2022
Duty Manager
Hotel Aria Centra
03.2016 - 03.2020
3 Year Diploma - Tourism And Hospitality
Brawijaya University
01.2005 - 01.2009
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