Gajah Haris Setiawan

• 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.
• Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
• Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
• Coordinated with sales and marketing teams to promote hotel services, special offers, and events to potential customers.
• Boosted efficiency by monitoring employee performance closely and providing constructive feedback when necessary.
• Enhanced guest experiences through efficient check-in and check-out procedures.
• Contributed towards achieving budgetary targets set by senior management through effective cost control measures.
• Recommended strong business plans, operational decisions and financial processes to support business sustainability.
• Successfully executed strategies to improve guest satisfaction, leading to significant increases in Overall Experience, Overall Arrival Experience, and Loyalty Recognition scores. Overall Experience YTD Jan - Oct 2023 (93.83) VS Overall Experience YTD Jan - Oct 2024 (95.18). Overall Arrival Experience YTD Jan - Oct 2023 (93.44) VS Overall Arrival Experience YTD Jan - Oct 2024 (94.86). Loyalty Recognition YTD Jan - Oct 2023 (93,29) VS Loyalty Recognition YTD Jan - Oct 2024 (95.86)
• Able to achieve outstanding results in generating upsell revenue and one of the highest ever for certain number as highlighted : April : USD 55,000 , Jun : USD 46,300, Jul : USD 39,430 , September : USD 50,625. It's not only the highest revenue we are achieve, the RevPAR impact also increase above 4% starting on early 2024 onwards. In 2023, the upselling revenue achieved USD 250,000 yearly VS In 2024, the upselling revenue achieved USD 457,000
• Improved office operations by automating client correspondence, record tracking and data communications.
• Optimized lobby management strategies, leading to reduced wait times during busy periods.
• Strengthened team effectiveness by delivering ongoing training in customer service strategies and hotel policies.

• Handled tasks and responsibilities for front office employees during periods of understaffing.
• Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
• Resolved guest complaints by addressing issues with rooms promptly.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Managed a team of front desk staff members, providing training, guidance, and feedback to ensure exceptional customer service and efficiency.
• Implemented new procedures and protocols to streamline front desk operations.
• Oversaw daily operations, including scheduling, inventory management, and vendor relationships, to ensure a smooth and well-functioning front desk area.
• Developed and maintained relationships with guests, addressing any concerns or issues promptly and effectively to uphold the reputation of the establishment.
• Defining and implementing front desk objectives and procedures. Hiring and training staff and managing the shift schedules

• Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
• Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
• Trained employees in essential job functions.
• 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.
• Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
• Initiated plans to improve customer relations, quality standards, and service efficiency.
• Conducted regular performance evaluations for team members, identifying areas of improvement and recommending appropriate action plans.

• Ensure the smooth running of service when on duty.
• Promote a professional and hospitable image to the guest.

Give full cooperation to any guest requiring assistance with a prompt, caring and helpful attitude.

• Providing a visible management presence while on duty.
• Be flexible in assisting around the Hotel in response to business and guest needs and overlooking day-to-day operation of the whole facility.
• Assist in the training and induction of new staff in conjunction with the Heads of Department.
• Identify and report maintenance requirements/hazards in the workplace.
• Assume responsibility whilst on duty for any emergency situations in line with procedures.
• Maintain regular and efficient communication relating to your shift and attend all hotel meetings as required.
• Attend any training meetings as required.
• Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
• Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.

• Act on behalf of Hotel Management in their absence.
• Coordinate the effective use of staff in accordance with the current collective agreement with regards to scheduling and overtime.
• Possess a thorough knowledge of the current collective agreement and how it applies to principal of Hotel operation.
• Report all incidents and accidents using proper documentation.
• Perform regular patrols of the guest floors and guest access areas including, pool/fitness center and business center as well as any public areas of the hotel.
• Provides recommendations for personal and staff development of all departments and continuously works as a resource to all leaders to assist in maintaining progression plans.
• Follows company policies and procedures and is able to effectively communicate them to all staff and colleagues.
  Responds quickly to guest requests in a friendly manner.
• Prepare for, attends and takes the appropriate actions for weekly/monthly and annual meeting as required by the Direct Report

• Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
• Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
• Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
• Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
• Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
• Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
• Contributed valuable insights during management meetings, ultimately influencing hotel policies and procedures for better guest satisfaction.
• Coached employees through day-to-day work and complex problems.
• Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
• Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.

• Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.
• Coordinated with housekeeping staff to ensure timely room turnovers, minimizing wait times for incoming guests.
• Managed guest feedback effectively, implementing necessary changes for continuous improvement.
• Assisted in training new team members, contributing to a consistently high-performing staff.
• Handled escalated customer complaints professionally, ensuring swift resolution and satisfaction.
• Implemented innovative communication strategies to keep guests informed about hotel services and promotions.
• Developed strong rapport with guests, leading to increased loyalty and repeat business.
• Established a welcoming atmosphere at the front desk area through impeccable presentation and demeanor.
• Consistently exceeded sales targets by upselling additional services, enhancing overall revenue generation.

• 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.
• Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
• Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
• Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
• 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.
• Streamlined front desk operations for improved efficiency and faster service delivery.