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
undefinedTimeline
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
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