Exploring new things
Diella Avy
Guest Experience Manager And Executive Secretary
Yogya,LA
Summary
Dynamic Guest Experience Manager at INNSiDE by Melia Yogyakarta, skilled in optimizing inventory management and enhancing guest satisfaction through exceptional communication and innovative upselling techniques. Proven track record in developing loyalty programs and training staff, fostering a culture of teamwork and leadership to drive revenue growth and customer retention.
Overview
22
22
years of professional experience
2
2
Languages
Work History
Guest Experience Manager
INNSiDE by Melia Yogyakarta
09.2018 - Current
- Optimized inventory management processes resulting in decreased waste levels while maintaining adequate stock levels to meet guests'' needs.
- Conducted regular inspections of hotel facilities, ensuring cleanliness, safety, and compliance with brand standards.
- Developed relationships with local businesses, resulting in increased referrals and repeat bookings.
- Resolved guest complaints promptly, demonstrating exceptional problem-solving skills and commitment to customer satisfaction.
- Analyzed guest data to identify trends and areas for improvement in service delivery.
- Trained new team members on company policies and procedures to maintain consistent guest experience standards.
- Introduced innovative upselling techniques that resulted in increased revenue from add-on services and amenities.
- Organized special events tailored to guests'' interests, promoting engagement and loyalty within the hotel community.
- Enhanced guest satisfaction by implementing personalized service initiatives for VIP clients.
- Coordinated internal communications between departments effectively, reducing misunderstandings or delays impacting the guest experience negatively.
- Developed loyalty programs that rewarded frequent guests, fostering long-lasting relationships and increased customer retention.
Executive Secretary
INNSiDE by Melia Yogyakarta
02.2017 - Current
- Organized and updated schedules for executives.
- Coordinated travel arrangements and bookings for executive staff.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Handled confidential information in professional manner.
- Maintained strict confidentiality in all aspects of personal, financial, and corporate information.
- Coordinated successful meetings and events by meticulously planning agendas, logistics, and materials.
- Improved internal communication by creating informative reports, presentations, and memos for executives and team members.
- Answered high volume of phone calls and email inquiries.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Certified Trainer
IBIS Yogyakarta Malioboro
07.2015 - 02.2017
- Monitored participant workflow and behaviors throughout training process.
- Documented attendance, participation, and progress.
- Provided ongoing support for certified individuals, offering guidance as they navigated new challenges in their professional roles.
- Developed innovative training materials, resulting in higher levels of trainee satisfaction.
General Cashier
IBIS Yogyakarta Malioboro
09.2014 - 02.2017
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Managed cash drawer accurately, ensuring all transactions balanced at end of day.
- Operated cash register to record transactions accurately and efficiently.
Front Office Team Leader
IBIS Yogyakarta Malioboro
08.2009 - 09.2014
- Drove sales and maximized revenue by up-selling rooms and amenities.
- Coached and developed front office associates.
- Collaborated with housekeeping to ensure timely room availability and optimal guest experience.
- Resolved guest issues professionally, maintaining a high level of customer satisfaction despite challenges.
- Analyzed guest feedback to identify trends or opportunities for improvement within the front office department.
- Optimized staff scheduling to ensure adequate coverage during peak hours without exceeding budget limitations.
- Monitored employee performance through regular evaluations, identifying areas for improvement and providing constructive feedback.
- Processed check-ins and check-outs, created reservations and processed special requests.
- Trained and mentored new team members, ensuring consistent service delivery across the front office team.
- Assisted guests by displaying knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
- Implemented upselling initiatives that resulted in increased revenue from room upgrades and additional services.
- Motivated staff by setting goals, providing ongoing feedback, and rewarding and recognizing employees.
Front Desk Agent
IBIS Yogyakarta Malioboro
01.2006 - 08.2009
- Increased customer loyalty with exceptional communication skills and personalized service.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Answered customer telephone calls promptly and appropriately handled needs.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Collected room deposits, fees, and payments.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Answered multi-line phone system and enthusiastically greeted callers.
FB Greeter
Novotel Yogyakarta
12.2005 - 01.2006
- Maintained clean, organized environments for presentable restaurant areas.
- Retained knowledge of promotions, products and services for informative customer advice.
- Actively learned about new products and services to provide up-to-date information to customers.
- Improved restaurant atmosphere with friendly and engaging conversation.
- Processed cash, credit and debit transactions accurately, limiting discrepancies.
- Enhanced visitor satisfaction by providing warm, welcoming greetings upon entrance.
- Fielded customer complaints and notified managers.
- Greeted customers with smile and provided friendly, knowledgeable service.
English Tutor
Puri Kids Yogyakarta
04.2004 - 12.2005
- Improved students' written and verbal English skills through personalized learning programs.
- Enhanced students'' reading and writing skills by implementing interactive and engaging lesson plans.
- Developed personalized tutoring sessions based on student needs, leading to improved academic performance.
- Taught students study techniques and strategies for succeeding on grammar and composition tests.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
- Promoted a positive learning environment by modeling respect, empathy, and active listening skills during all interactions with students.
- Designed and implemented assessments to measure student progress in English language learning.
- Prepared comprehensive English curriculum for multiple classes.
- Attended department meetings to develop and update course curricula.
- Assessed student progress and provided feedback to improve performance and establish academic success.
Education
Bachelor of Arts - English Letters
Sanata Dharma Univercity
Yogyakarta 04.2001 -
Skills
Language fluency
Property management
Exceptional communication
Sales and upselling
Brand representation
Complaint handling
Team member development
Teamwork and leadership
Multitasking Abilities
Room inspections
Excellent communication
Decision-making
Self motivation
Interests
Watching movie, Exploring new places
I usually watch movie with my family, we enjoy action and cartoon as my children are still young. Then we also exploring places to refresh our mind and to strengthen our family bond.
Timeline
Guest Experience Manager
INNSiDE by Melia Yogyakarta
09.2018 - Current
Executive Secretary
INNSiDE by Melia Yogyakarta
02.2017 - Current
Certified Trainer
IBIS Yogyakarta Malioboro
07.2015 - 02.2017
General Cashier
IBIS Yogyakarta Malioboro
09.2014 - 02.2017
Front Office Team Leader
IBIS Yogyakarta Malioboro
08.2009 - 09.2014
Front Desk Agent
IBIS Yogyakarta Malioboro
01.2006 - 08.2009
FB Greeter
Novotel Yogyakarta
12.2005 - 01.2006
English Tutor
Puri Kids Yogyakarta
04.2004 - 12.2005
Bachelor of Arts - English Letters
Sanata Dharma Univercity
04.2001 -