I Made Arsana
Ubud, Gianyar
Summary
Coordinated Resort Manager with more than 14 years of experience working for high-end hotel chains. Diligent team player committed to providing exceptional guest services by directing staff, managing individual and group bookings and resolving common customer service issues. In-depth knowledge of hospitality industry and business administration. Intelligent management professional with exceptional knowledge of venues, tourist attractions, dining and entertainment offerings. Extensive background in hotel management and resort operational.
Overview
33
33
years of professional experience
Work History
Resort Manager
Karma Royal Resorts - Sanur
Jln. By Pass Ngurah Rai, No. 500, Sanur, Denpasar, Bali
09.2015 - 11.2023
- Oversaw day-to-day operations of 21Deluxe Members Apartments with Restaurant and Bar and managing staff of 40 employees.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Evaluated and promptly resolved lodging facility operational issues.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Supervised front desk agents and helped to resolve issues arising during shifts.
- Implemented successful strategies to increase customer satisfaction.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Developed and implemented promotional strategies to increase occupancy.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
Resort Manager
Karma Royal Resorts - Jimbaran
Jimbaran, Badung, Bali
09.2014 - 09.2015
- Oversaw day-to-day operations of 16 Deluxe Member apartment with a restaurant and Bar, Spa, tour activities and staff of 40 employees.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Evaluated and promptly resolved lodging facility operational issues.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Implemented successful strategies to increase customer satisfaction.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Assistant Resort Manager
Karma Royal Resorts - Candidasa
Manggis, Karangasem, Bali
05.2008 - 09.2014
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Supervised team of 6 front desk agents and helped to resolve issues arising during shifts.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Evaluated and promptly resolved lodging facility operational issues.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Implemented successful strategies to increase customer satisfaction.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Oversaw day-to-day operations of 21 Members apartment /room hotel with staff of 45 employees.
FB Manager
Karma Royal Resorts - Candidasa
Manggis, Karangasem, Bali
12.1996 - 05.2008
- Trained food and beverage service personnel, confirming staff to provide recommendations and answer questions.
- Resolved customer complaints involving food or beverage quality and service.
- Verified staff compliance with accepted food and drink safety regulations, suggesting remedial training where necessary.
- Maintained highest standards for beverage quality and service.
- Oversaw selection, ordering and inventory controls of wine, beer and alcohol program.
- Conducted hands-on training for equipment, demonstrating proper technique and safety protocols.
- Enacted progressive disciplinary measures for staff, managed work zones, and oversaw opening and closing duties.
- Developed relationships with suppliers and vendors leading to special volume pricing discounts and availability.
- Selected wine, beer and alcohol products based on customer feedback and local product availability.
- Analyzed alcoholic and non alcoholic beverage consumption trends, preparing subsequent action plans to maintain product freshness and consistent inventory levels.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Purchased food and cultivated strong vendor relationships.
- Monitored and adjusted pricing, discounts and promotions to maximize profitability.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
- Drafted beverage purchasing plan, aligning inventory needs with budgetary constraints by applying historical data.
FB Team Leader
The Serai Hotels - Manage By GHM
Manggis, Karangasem, Bali
11.1994 - 12.1996
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Held weekly team meetings to inform team members on company news and updates.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Conducted regular reviews of operations and identified areas for improvement.
- Developed effective improvement plans in alignment with goals and specifications.
- Generated reports detailing findings and recommendations.
- Created and managed project plans, timelines and budgets.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Educated staff on organizational mission and goals to help employees achieve success.
FB Team Leader
Puri Bagus Villas
Candidasa, Karangasem, Bali
06.1990 - 10.1994
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Mentored and guided employees to foster proper completion of assigned duties.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Conducted regular reviews of operations and identified areas for improvement.
- Developed effective improvement plans in alignment with goals and specifications.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
Education
Bali Tourism And Hotel Training Academy
Denpasar, BaliSMA PGRI 1 Manggis
Manggis, Karangasem, BaliSMP Kertha Yoga, Ubud
Ubud, Gianyar, BaliSD No, 1 Ubud
Ubud, Gianyar, BaliSkills
- Financial Reports
- Maintenance
- Hospitality Management
- Customer service excellence
- Project management
- Guest Satisfaction
- Budget planning
- Quality control
- Problem solving
- Revenue optimization
- Food and Beverage Operations
- Customer Service
- Room Inspections
- Food Service Operations
- Front Desk Operations
Timeline
Resort Manager
Karma Royal Resorts - Sanur
09.2015 - 11.2023
Resort Manager
Karma Royal Resorts - Jimbaran
09.2014 - 09.2015
Assistant Resort Manager
Karma Royal Resorts - Candidasa
05.2008 - 09.2014
FB Manager
Karma Royal Resorts - Candidasa
12.1996 - 05.2008
FB Team Leader
The Serai Hotels - Manage By GHM
11.1994 - 12.1996
FB Team Leader
Puri Bagus Villas
06.1990 - 10.1994
Bali Tourism And Hotel Training Academy
SMA PGRI 1 Manggis
SMP Kertha Yoga, Ubud
SD No, 1 Ubud