Summary
Overview
Work History
Education
Skills
Timeline
Generic
FARAH DIBA

FARAH DIBA

RESERVATION & REVENUE MANAGER
Jimbaran

Summary

Over more then Ten years of senior-level managerial experience in dynamic and expanding business environment hospitality industries. Passionate hotelier who is goal and results driven, aims to provide excellent hospitality experience, Eager to Contribute to your teams Success.

Overview

24
24
years of professional experience
1999
1999
years of post-secondary education

Work History

RESERVATION & REVENUE MANAGER

NIHI Sumba
09.2023 - Current
  • Develop and implement pricing strategies to optimize room revenue and occupancy.
  • Monitor market demand, competitor pricing, and hotel performance metrics (e.g., RevPAR, ADR, Occupancy).
  • Forecast demand and revenue trends using data analytics and historical data.
  • Manage room inventory across all online and offline channels (OTAs, GDS, Brand Website, etc.).
  • Collaborate with Sales, Marketing, and Reservations to align strategy and execution.
  • Prepare and lead regular revenue meetings, presenting performance data and recommendations.
  • Oversee the use of revenue management systems (RMS) and property management systems (PMS).
  • Analyze group and transient business to recommend rate strategies and restrictions.
  • Monitor and manage channel performance and distribution costs.
  • Conduct competitor benchmarking and market analysis.
  • Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
  • Respond to all guest reservation requests and execute prompt, courteous, and accurate guest service at all times.
  • Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities, and services.
  • Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.).
  • Understand and enforce hotel and company credit policies and Ensure proper billing instructions, routing instructions, and payment methods are applied to the reservations.
  • Monitor the Opera property management system for upcoming guest arrivals, ensuring guest preferences and profiles are up-to-date.
  • Send email notifications to travel agents regarding guest arrivals, including guest details and special requests.
  • Replay guest feedback on behalf of GM.

ROOM DIVISION MANAGER

NIHI Sumba
02.2022 - 08.2023
  • Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition.
  • Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
  • Implement and maintain quality assurance standards for guest accommodations, including room cleanliness, maintenance, and amenities, conducting regular inspections and audits to ensure compliance with brand standards and guest satisfaction.
  • Manage the housekeeping department, including room attendants, supervisors, and laundry staff, to ensure cleanliness, hygiene, and maintenance of guest rooms, public areas, and back-of-house facilities
  • Monitor Front Office, and particularly Guest Relations personnel, to ensure priority members known repeat guests and other VIPs receive special attention and recognition.
  • Promote in-house facilities and monitors Front Office Marketing techniques in line with FIT marketing program.
  • Maintain inter-departmental relationships to ensure seamless customer service.
  • Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
  • Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information.
  • Communicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information.
  • In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc.

ROOM DIVISION MANAGER - PRE OPENING

The Sintesa Jimbaran
07.2015 - 01.2021
  • Oversees overall day-to-day hotel operations as delegated by the General Manager.
  • Participates in the development of short-term and long-term financial and operational plans for the hotel which support the overall objectives of the Company.
  • Assists General Manager with the execution of marketing, sales, and operational activities, producing results that meet or exceed the hotel's business plan.
  • Maintains reservations systems such as Yield Management System and Property Management System.
  • Assists General Manager with the monitoring of the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Suggests and implements corrective actions.
  • Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Suggests and implements corrective actions.
  • Creates an operating environment that assures consistent guest satisfaction. Ensures proper handling of guest complaints.
  • Ensures implementation of appropriate technology solutions to increase customer service and hotel revenues.
  • Ensures the efficient and effective operation of the Housekeeping and Front Office departments.
  • Establishes and maintains a pro-active human resource function to ensure employee motivation, training and development, wage and benefits administration, and compliance with established labor regulations.
  • Supervises and motivates designated employees; carries out supervisory responsibilities in accordance with the Company's policies, training programs, and applicable laws.
  • Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Understands the government regulations affecting hotel's operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, state or municipal authority.
  • Ensures good safety practices of employee.
  • Leverage technology for productivity and innovation.
  • Watch over divisional performance and create reward strategies to aid results.

ROOMS DIVISION MANAGER

Centra Taum Seminyak Bali
09.2013 - 07.2015
  • Ensure that sufficient staffing is present to meet daily business demands.
  • Maintain consistent and effective flow of communication between shifts among fellow managers and Service Professionals.
  • Actively participate in training and continuing education of all Rooms Division Service Professionals.
  • Responsible for actively recruiting and hiring for all Front office and Housekeeping positions.
  • Approach all encounters with guests, employees and members in a professional and personalized manner.
  • Maintain regular attendance in compliance with Island Hospitality Standards, as required by scheduling, which will vary according to the needs of the Hotel.
  • Must have a professional image and personality exuding confidence and leadership skills whilst encouraging safe and efficient hotel operations.
  • Coordinate E-Checkin, arrival, departure, and special needs of guests.
  • Identify and solicit potential new members.
  • Understand and communicate promotions and enhancements effectively with Service Professionals and guests.
  • Build rapport with VIP guests, distinguished visitors; escort guests to rooms as necessary, encourage feedback throughout their stay.
  • Offer to handle special arrangements during guest stay; coordinate future visits.
  • Maintain database of guest preferences, habits, special dates through the PMS System.
  • Assist with additional Front Desk tasks.
  • Oversee Housekeeping Supervisors to ensure room standards before turning room ready for guest usage.
  • Oversee inventory and ordering supplies and linens for both housekeeping and Front office.
  • Complete projects in a timely manner as required by the General Manager.
  • Be able to participate proficiently in functions outside one's department when called upon.

FRONT OFFICE MANAGER

Best Western Kuta Beach
10.2012 - 09.2013
  • Ensuring that all customer-related tasks are handled accurately and on time to improve guests' experience.
  • Handling customer complaints and special requests.
  • Scheduling staff shifts and managing other HR-related tasks.
  • Maintaining an orderly appearance throughout the reception area.
  • Monitoring stock and ordering office supplies, including stationery and information leaflets.
  • Preparing monthly management reports on customer feedback, bookings, and cancellations.
  • Managing the departmental budget.
  • Updating files and records.
  • Enforcing all cash-handling, checking, and credit procedures.

FRONT OFFICE MANAGER

Kupu-Kupu Jimbaran
09.2011 - 10.2012
  • Participates in the selection of front office personnel.
  • Schedule the front office staff in accordance with budget guidelines and through the direction of the GM.
  • Supervises workloads during shifts.
  • Evaluated the job performance of each front office employees.
  • Maintains working relationships and communicated with all departments.
  • Maintains master and floor level key control.
  • Verifies that accurate rooms status information in maintained and properly communicated.
  • Resolves guest related problems quickly, efficiently and courteously.
  • Updates group information to include the maintenance and preparations of any group requirements and relays that information to appropriate personnel.
  • Reviews and completed credit limit report.
  • Works within the allotted budget for the front office.
  • Received information from the previous shift manager and passes on additional details to the oncoming shift or manager.
  • Checks cashiers in and out and verifies banks and deposit at the end of each shift.
  • Enforces all cash handling and credit policies including incoming check policies and procedures.
  • Conducts regularly schedule meetings of front office personnel.

FRONT OFFICE SUPERVISOR

Karma Jimbaran
11.2007 - 09.2011
  • Supervise front desk staff and ensure that they provide excellent customer service.
  • Respond to guests' inquiries and requests in a timely and professional manner.
  • Monitor daily operations of the front desk, including check-ins, check-outs, and guest requests.
  • Manage reservations and room availability.
  • Ensure accuracy of billing and payment processes.
  • Monitor and review guest feedback.
  • Resolve customer complaints.
  • Train and coach front desk staff.
  • Monitor staff performance and provide feedback.
  • Maintain a clean and organized front desk area.

RECEPTIONIST

Villa Air Bali Seminyak
11.2007 - 09.2009
  • Welcome and check-in guests, making a warm and professional first impression.
  • Kindly and promptly address guest inquiries, requests, and concerns.
  • Provide information about hotel services, amenities, and local attractions.
  • Coordinate with other hotel departments to fulfill guest needs and requests.
  • Manage reservations, cancellations, and room assignments.
  • Answer and forward phone calls.
  • Process payments, handle cash, and maintain accurate records.
  • Maintain a tidy and organized front desk area.

GUEST RELATION OFFICER

J Boutique Hotel
08.2001 - 09.2006
  • Review arrival lists to welcome guests.
  • Attend to special guests (e.g. VIPs) and answer their inquiries.
  • Help prepare welcome folders with collateral (e.g. room service menus, area descriptions).
  • Provide information about amenities, area and venues and promote services.
  • Anticipate guest needs and build rapport with customers.
  • Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages).
  • Address customer complaints and escalate to Guest Relations Manager when needed.
  • Record information in the logbook daily.
  • Ensure compliance with health and quality standards.

Education

DIPLOMA 2 - Public Relation

MAPINDO

BACHELOR - Hospitality Management

Polytechnic Negri Bali

Skills

    English Language

    Opera System

    VHP System

    Time management

    Customer service

    Revenue reporting

Timeline

RESERVATION & REVENUE MANAGER

NIHI Sumba
09.2023 - Current

ROOM DIVISION MANAGER

NIHI Sumba
02.2022 - 08.2023

ROOM DIVISION MANAGER - PRE OPENING

The Sintesa Jimbaran
07.2015 - 01.2021

ROOMS DIVISION MANAGER

Centra Taum Seminyak Bali
09.2013 - 07.2015

FRONT OFFICE MANAGER

Best Western Kuta Beach
10.2012 - 09.2013

FRONT OFFICE MANAGER

Kupu-Kupu Jimbaran
09.2011 - 10.2012

FRONT OFFICE SUPERVISOR

Karma Jimbaran
11.2007 - 09.2011

RECEPTIONIST

Villa Air Bali Seminyak
11.2007 - 09.2009

GUEST RELATION OFFICER

J Boutique Hotel
08.2001 - 09.2006

BACHELOR - Hospitality Management

Polytechnic Negri Bali

DIPLOMA 2 - Public Relation

MAPINDO

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