Kolbet Sinaga
General Affairs
Bintan Island
Summary
Dynamic professional with a friendly demeanor and exceptional problem-solving skills, honed at Club Med. Proven track record in enhancing guest satisfaction through effective communication and teamwork. Skilled in Microsoft Office, I excelled in streamlining operations and resolving complex issues, ensuring a memorable experience for all guests.
Overview
28
28
years of professional experience
1
1
Certification
1
1
Language
Work History
General Affair
PT. Bintan Offshore Marine Centre
10.2020 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked flexible hours across weekend, and holiday shifts.
- Resolved problems, improved operations and provided exceptional service.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Bell Boy
Club Med
10.1997 - 10.2022
- Contributed to a high level of guest satisfaction by ensuring timely delivery of requested amenities and services.
- Enhanced guest satisfaction by promptly handling luggage and personal items during check-in and check-out processes.
- Resolved guest complaints efficiently and professionally, maintaining composure in high-pressure situations.
- Maintained a safe and clean lobby environment by regularly patrolling the area and reporting any concerns or issues to management.
- Demonstrated mastery of various bell services tasks such as operating luggage carts safely, managing storage areas effectively, and tagging items accurately for retrieval later on.
- Expedited check-in procedures for VIP guests by delivering priority luggage handling and personalized room orientations upon arrival.
- Escorted guests to and from rooms and assisted with baggage.
- Greeted arriving guests and assisted with luggage, sports equipment, and pets.
- Delivered newspapers, mail, packages, faxes, and check-out invoices to guest rooms.
- Transferred luggage, bags, and other items from vehicles and main lobby to and from guest rooms with wheeled cart.
Guest Services Supervisor
Bintan Lagoon Resort
06.2012 - 06.2014
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Maintained up-to-date knowledge of products and services offered.
- Set and managed policies for concierge services and guest relations.
- Monitored team performance to confirm customer service standards were consistently met.
- Trained junior team members in customer service strategies and property policies.
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Resolved complex customer complaints, leading to significant reduction in negative feedback.
- Assisted guests with arranging transportation services or booking local attractions during their stay at the hotel.
- Coordinated with maintenance teams for prompt repairs in guest rooms and common areas, maintaining a well-kept environment.
Guest Services Receptionist
Bintan Lagoon Resort
06.2011 - 05.2012
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
- Collaborated with housekeeping and maintenance teams to address guest concerns and maintain room quality standards.
- Utilized organizational skills to maintain an attractive lobby area, up-to-date information displays, and well-stocked refreshment stations for guests'' convenience.
- Managed reservations effectively, optimizing room allocation to maximize occupancy rates.
- Handled high-pressure situations with professionalism, resolving guest complaints diplomatically and maintaining customer loyalty.
- Ensured smooth operation of telephone systems, managing multiple lines while providing outstanding customer service over the phone.
- Streamlined check-in and check-out processes for improved guest experience and increased positive reviews.
- Assisted guests with special requests, ensuring a personalized and memorable stay at the hotel.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed and maintained positive relationships with guests for satisfaction.
- Kept accounts in balance and ran daily reports to verify totals.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Accommodation Manager
Club Med
04.2010 - 02.2011
- Streamlined reservation processes for increased efficiency and customer satisfaction.
- Implemented innovative solutions to address guest complaints quickly, maintaining positive relationships with customers.
- Optimized room allocation strategies based on guest preferences and booking patterns for maximum utilization of available space.
- Developed strategic marketing initiatives, resulting in increased occupancy rates during low seasons.
- Conducted regular inspections of accommodations to ensure adherence to cleanliness and safety regulations.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Provided services efficiently and with high level of accuracy.
- Provided exceptional service and assistance to guests upon check-in.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
Accomodation Coordinator
Club Med
06.2009 - 04.2010
- To assist customer with the planning and booking aspect of their vacation or stay also support customer in person on the phone or online. Answer customer question control and assign room accordingly also make end of month report
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Monitored front areas so that questions could be promptly addressed.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Traffic Coordinator
Club Med
11.2007 - 06.2009
- Built project timelines, team delegation plans and provided instructions for task completion.
- Created work schedules and project management plans organization-wide to maintain efficiency and timeliness.
- Organized frequent meetings for team members to report and track status of material movement.
- Streamlined communication between departments, ensuring all parties were informed of traffic schedules and changes.
- Negotiated with suppliers to secure better rates for transportation services, contributing to cost savings for company.
- Established strong relationships with vendors, enabling successful negotiation of cost-effective rates for services rendered.
- Facilitated smoother operations by liaising with external transportation companies and negotiating favorable terms.
- Enhanced on-time deliveries with effective communication between drivers, dispatchers, and customers.
- Maintained accurate records of all transportation activities, contributing to more efficient tracking and reporting system.
Guest Relations Officer
Club Med
10.2002 - 11.2007
- Trained new staff members on company policies, procedures, and customer service standards.
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Coordinated special requests from guests, including transportation arrangements or local activity bookings.
- Greeted guests upon arrival and offered assistance.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
High School Diploma -
Tourism High School
Medan, Indonesia 04.2001 -
Skills
Friendly, positive attitude
Accomplishments
I got Best Employee during my time working at Club Med.
Certification
[Area of certification] Training - [Timeframe]
Timeline
[Area of certification] Training - [Timeframe]
11-2024
General Affair
PT. Bintan Offshore Marine Centre
10.2020 - Current
Guest Services Supervisor
Bintan Lagoon Resort
06.2012 - 06.2014
Guest Services Receptionist
Bintan Lagoon Resort
06.2011 - 05.2012
Accommodation Manager
Club Med
04.2010 - 02.2011
Accomodation Coordinator
Club Med
06.2009 - 04.2010
Traffic Coordinator
Club Med
11.2007 - 06.2009
Guest Relations Officer
Club Med
10.2002 - 11.2007
High School Diploma -
Tourism High School
04.2001 -
Bell Boy
Club Med
10.1997 - 10.2022
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