Summary
Overview
Work History
Education
Skills
Timeline
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Diah Ayu Suryantari

Diah Ayu Suryantari

Reservation Manager
Badung

Summary

Passionate and service-minded Reservation Manager with 14 years of hands-on experience in the hospitality industry. I take pride in creating smooth, personalized guest experiences, whether it is managing reservations, assisting with luxury clients, or helping guests feel truly taken care of. I am a quick learner who enjoys keeping up with new systems and industry trends, always looking for ways to improve both guest satisfaction and operational efficiency. Known for being detail-oriented, communicative, and genuinely guest-focused, I bring both heart and discipline to my work. I am currently growing toward a future role in Revenue Management, building on my strong foundation in reservations and a sincere interest in data-driven strategies that support long-term success.

Overview

14
14
years of professional experience
5
5
years of post-secondary education

Work History

Reservation Manager

Hanging Gardens of Bali
10.2022 - Current
  • Direct Report to DOSM.
  • Manage and oversee daily reservation operations across all booking channels, ensuring accurate system updates, room availability control, and effective communication with relevant departments.
  • Handle guest inquiries and VIP requests while maintaining strong communication and partnerships with clients and booking channels to ensure personalized service and maximize revenue.
  • Resolve booking disputes, guest complaints, and system issues while managing overbooking and implementing proactive solutions to enhance guest satisfaction.
  • Develop and adjust pricing strategies based on booking trends while collaborating with E-commerce and Sales & Marketing to drive revenue, optimize occupancy, and identify new business opportunities.
  • Maintain accurate reservation data and room inventory while analyzing performance reports and resolving discrepancies to support strategic decisions and ensure a smooth guest experience.
  • Monitor industry trends and guest booking behaviors to provide strategic insights, support revenue management, and contribute to the hotel's long-term business planning.
  • Lead, train, and mentor reservation agents to ensure high service standards, system proficiency, and consistent staff performance aligned with hotel policies.
  • Collaborate with Front Office, Housekeeping, Sales, and Operations teams to ensure seamless guest experiences and support occupancy and revenue growth strategies.
  • Prepare and manage a cost-effective budget by implementing procedures to monitor, control, and analyze departmental expenses in line with financial targets.
  • Provide mentorship and guidance to the reservation teams of sister properties, Nandini Jungle and Seven Secret by Hanging Gardens, to ensure alignment in service standards and operational excellence.

Assistant Front Office Manager

The Haven Suites Bali Berawa
02.2019 - 07.2022
  • Front Office Department Head
  • Direct report to GM
  • Oversee front office operations, ensuring efficient guest services, accurate record-keeping, policy compliance, and seamless handling of VIPs, group arrivals, and daily shift activities.
  • Maintain a strong lobby presence to engage with guests, resolve concerns professionally, and ensure personalized service through effective interdepartmental coordination.
  • Lead front office recruitment, training, and performance management while ensuring optimal staffing and fostering a motivated, team-oriented work environment.
  • Maintain clear communication across departments, actively contribute to management meetings, and drive service enhancements through guest feedback implementation.
  • Monitor room availability and collaborate with Reservations and Sales to maximize revenue, while guiding front desk staff in upselling and ensuring accurate billing processes.
  • Manage departmental budgets, control expenses, and ensure accurate financial reporting and reconciliation through regular submission of operational reports and transaction monitoring.

Reservation Supervisor

The Haven Suites Bali Berawa
08.2017 - 02.2019
  • Reservation Team Leader
  • Direct report to Ecommerce & Revenue Manager
  • Oversee all reservation activities across multiple channels, ensuring accurate PMS updates, optimal room allocation for VIPs and groups, and proactive management of availability, cancellations, and overbooking.
  • Lead and support the Reservation Sales team by assigning tasks, conducting performance reviews, ensuring policy compliance, resolving escalated issues, and fostering ongoing development in service excellence and product knowledge.
  • Oversee training and onboarding of Reservation Sales Agents while providing continuous skill development and fostering career growth to enhance team performance and service quality.
  • Supervise and drive upselling efforts within the Reservation Sales team, monitor performance against sales targets, and deliver insightful reports to support continuous revenue growth and service improvement.
  • Oversee secure and accurate reservation payment processing, including billing adjustments, refunds, and deposits, while ensuring compliance with hotel credit policies and proper procedures.
  • Resolve guest reservation issues and escalations with professionalism and efficiency, while proactively identifying and addressing potential concerns to ensure a seamless guest experience.
  • Analyze booking trends and reservation data to generate regular performance reports and provide strategic recommendations for improving sales, efficiency, and guest satisfaction.
  • Collaborate with front desk, housekeeping, and sales teams to ensure seamless guest arrivals, fulfillment of special requests, and effective execution of promotions and packages.

Reservation Agent

The Haven Suites Bali Berawa
08.2016 - 08.2017
  • Direct report to Sales Executive
  • Accurately input and update all types of reservations into the VHP System, including bookings from Online Travel Agencies (OTAs), Offline Travel Agents, the hotel’s official website, membership platforms, and direct walk-in or phone reservations. Ensure all data entered is complete and error-free to support smooth operations across departments.
  • Respond promptly and professionally to guest inquiries received via email, telephone, WhatsApp, or in person (walk-in). Provide accurate information regarding room availability, rates, services, and special offers, ensuring a high level of customer service and satisfaction.
  • Actively promote and upsell hotel services such as dining outlets, transportation services, spa treatments, and special in-house experiences. Ensure guests are aware of available packages or promotions to enhance their stay and increase revenue opportunities.
  • Assist guests in settling their reservations through various payment methods including bank transfers and credit card authorization forms (SOF). Ensure all payments are accurately recorded and in compliance with hotel policies.
  • Manage clear and courteous communication with guests and travel agents via email and whatsapp. Address inquiries, confirm bookings, process modifications or cancellations, and provide pre-arrival information to ensure a seamless guest experience.
  • Compile and update the daily list of expected arrivals. Coordinate with relevant departments (Front Office, Housekeeping, F&B, etc.) to ensure readiness for guest check-in, including special requests, amenities, and VIP arrangements.
  • Handle incoming and outgoing calls in a professional and courteous manner. Direct calls to appropriate departments, take messages when necessary, and assist with general telephone inquiries.

Reservation Agent

PING Hotel - Seminyak
09.2012 - 11.2016
  • Direct report to Sales Executive
  • Provided customers with information about availability and pricing.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
  • Maintained awareness of types of rooms available in different resort locations.
  • Accompany the Sales Executive on scheduled sales calls to potential and existing clients, including offline travel agents, online travel agents, corporate accounts, and other business partners.

Hostess

Mezzanine Restaurant
05.2012 - 07.2012
  • Direct report to Hostess Supervisor
  • Proactively promote and upsell restaurant offerings, signature dishes, beverages, and special promotions to walk-in or non-staying guests.
  • Warmly welcome all arriving guests with a friendly and professional demeanor. Create a positive first impression by addressing guests politely, confirming reservations, and offering assistance as needed.
  • Escort guests to their assigned tables while ensuring seating preferences are honored whenever possible. Present menus promptly, introduce any specials or promotions, and coordinate with service staff to initiate the dining experience smoothly.
  • Maintain and manage an accurate waiting list during peak hours. Provide guests with realistic wait times, offer refreshments or alternative seating when available, and ensure clear communication to manage expectations and guest satisfaction.
  • Support the service team during busy periods by assisting with basic service tasks such as clearing tables, refilling water, or delivering menus. Ensure seamless collaboration to maintain a high standard of service.
  • Manage restaurant reservations efficiently via phone, email, walk-in, or online platforms. Accurately record guest details, special requests, and preferences. Confirm bookings, provide information on availability, and communicate changes to relevant team members.

Reservation Agent

The Mansion Resort Hotel & Spa - Ubud
05.2012 - 07.2012
  • Direct report to GM
  • Provided customers with information about availability and pricing.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
  • Maintained awareness of types of rooms available in different resort locations.

Front Office Staff

The Jas Villa - Seminyak
09.2011 - 01.2012
  • Direct report to Villa Manager
  • Provide efficient, friendly, and professional check-in and check-out services. Verify guest details, confirm booking information, assign rooms, issue key cards, and explain hotel facilities and policies. At check-out, ensure all charges are accurate, process payments, and offer assistance with onward travel or feedback.
  • Provide efficient, friendly, and professional check-in and check-out services. Verify guest details, confirm booking information, assign rooms, issue key cards, and explain hotel facilities and policies. At check-out, ensure all charges are accurate, process payments, and offer assistance with onward travel or feedback.
  • Handle all guest payments using various methods including cash, credit/debit cards (via EDC machine), bank transfers, and special arrangements such as Sales Vouchers, Cardver, Offline bookings, and SOF (Signature on File). Ensure all financial transactions comply with hotel policies and are recorded correctly.
  • Accurately input room charges, F&B sales, incidental charges, and payments into the hotel’s property management system. Ensure daily reconciliation of transactions and support accounting with clear, error-free records.
  • Deliver warm, personalized service to every guest. Anticipate needs, handle requests promptly, resolve concerns professionally, and ensure a comfortable and memorable guest experience from arrival to departure.
  • Assist guests with information and arrangements for local attractions, transportation, restaurant reservations, guided tours, and other personalized services. Provide insider tips and solutions that enhance the guest's stay and convenience.
  • Actively identify opportunities to upsell room categories, in-house services (spa, dining, transportation).
  • Manage incoming and outgoing calls with courtesy and efficiency. Direct calls to the appropriate departments, take messages when necessary, and assist with guest inquiries, wake-up calls, or emergency protocols.
  • Support the reservations team by entering and modifying bookings in the system during peak hours or staff shortages. Confirm availability, update guest profiles, and coordinate with Sales or Front Office as needed.
  • Assist with guest luggage during check-in, check-out, or room changes.

Education

Bachelor - English Literature

Udayana University
08.2007 - 05.2012

Skills

  • Experienced with VHP for property management

  • Proficient in Siteminder channel optimization

  • Basic Revenue Knowledge

  • Transaction management

  • Skilled in using Microsoft Office tools

  • Google Workspace

  • Effective communication

  • Customer Service Orientation

  • Attention to Detail

  • Effective multitasking

  • Team Collaboration

  • Leadership & Supervision

  • Problem-Solving

  • Sales and Upselling

  • Adaptability

  • Quick learner

  • Pre-Opening

Timeline

Reservation Manager

Hanging Gardens of Bali
10.2022 - Current

Assistant Front Office Manager

The Haven Suites Bali Berawa
02.2019 - 07.2022

Reservation Supervisor

The Haven Suites Bali Berawa
08.2017 - 02.2019

Reservation Agent

The Haven Suites Bali Berawa
08.2016 - 08.2017

Reservation Agent

PING Hotel - Seminyak
09.2012 - 11.2016

Hostess

Mezzanine Restaurant
05.2012 - 07.2012

Reservation Agent

The Mansion Resort Hotel & Spa - Ubud
05.2012 - 07.2012

Front Office Staff

The Jas Villa - Seminyak
09.2011 - 01.2012

Bachelor - English Literature

Udayana University
08.2007 - 05.2012

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Diah Ayu SuryantariReservation Manager