Dhyan Aristamuna
Guest Service Agent (GSA)
Badung,Bali
Summary
I am a Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
I am capable to enhance customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
I have a good research, communication and teamwork abilities. Personable customer service professional over 9 years of experience resolving account and service concerns for customers.
I am a diligent Customer Experience professional successful at satisfying all types of customers with creative and knowledgeable solutions. Lead team of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
15
15
years of professional experience
Work History
Guest Service Associate
The Westin Resort - Nusa Dua
Badung, Indonesia
04.2016 - Current
- Greeted guests upon arrival and offered assistance.
- Streamlined check-in and check-out process to decrease wait times and increase customer satisfaction.
- Provided guest assistance, including recommendations for tourist attractions.
- Answered guest inquiries and provided information regarding resort services and amenities.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Helped customers complete purchases, and join reward programs to promote loyalty, satisfaction and sales numbers.
- Counted cash in register drawer at beginning and end of shift.
- Met and exceeded up-sell goals by highlighting room upgrade target with strategic promotional approaches.
- Maintained current knowledge of resort promotions and highlighted sales to customers.
- Prepared and submitted end-of-shift reports.
- Recommended resort services or amenities that guest may find useful.
- Arranged for transportation to and from airport, and events for visitors.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Provided services efficiently and with high level of accuracy.
- Collaborated with various team members to ensure guest requests were addressed appropriately and timely.
- Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
Guest Relation Officer
Double Six Luxury Hotel Seminyak
Badung, Indonesia
05.2014 - 04.2016
- Greeted guests upon arrival and offered assistance.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Provided guest assistance, including recommendations for tourist attractions.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Recommended hotel services or amenities that guest may find useful.
- Arranged for transportation to and from airport, and events for visitors.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Provided services efficiently and with high level of accuracy.
- Collaborated with various team members to ensure guest requests were addressed appropriately and timely.
- Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
Operational Staff
PT. VFS Services Indonesia
Badung, Indonesia
05.2010 - 05.2014
- Acting Deputy Manager and do various coordination with Australian Embassy Officer – Jakarta.
- Provide information regarding Visa Regulation and Requirements of Australian Embassy.
- Maintain up-to date information of Visa Rule and the changes.
- Providing excellent customer service as per the company standards.
- Conferred with customers about concerns with products or services to resolve problems.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Compiled customer feedback and recommended service delivery improvements to management.
- Performed data entry to record call notes, suggestions and questions.
- Delivered superior client services, fostering strong rapport, retention and satisfaction.
Education
Bachelor of Science - English Language And Literature
Universitas Udayana - Bali
Denpasar Aug 2006 - May 2010
Skills
Report generation
Amenities and accomodations knowledge
Payment processing
Data entry
Credit card processing
Complaint resolution
Professional telephone demeanor
MS Office proficiency
Money handling abilities
Computer proficient
Service standard compliance
Database management
Documentation and reporting
Inbound and outbound calling
Timeline
Guest Service Associate
The Westin Resort - Nusa Dua
04.2016 - Current
Guest Relation Officer
Double Six Luxury Hotel Seminyak
05.2014 - 04.2016
Operational Staff
PT. VFS Services Indonesia
05.2010 - 05.2014
Bachelor of Science - English Language And Literature
Universitas Udayana - Bali
Aug 2006 - May 2010