Leonardo Bruno

Work History

Operational Manager

Vila Air Natural Resort & Wood Hotel

07.2019 - Current

Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
Increased customer satisfaction with consistent quality control measures and proactive issue resolution.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Demonstrated expertise in conflict resolution through mediating disputes between team members or departments, facilitating a harmonious work environment.
Developed strong relationships with vendors, resulting in better pricing negotiations and improved service levels.
Raised property accuracy and accountability by creating new automated tracking method.
Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Spearheaded initiatives promoting an inclusive work environment that valued diversity and encouraged employee engagement at all levels throughout the organization.
Conducted regular risk assessments to proactively identify potential issues affecting operations or financial stability.

E-Commerce and Revenue Manager

Prama Grand Preanger Hotel

07.2018 - 07.2019

Established and checked coding procedures, monitored reports and updated internal files.
Improved cost-efficiency by analyzing financial reports and identifying areas for operational improvements.
Calculated and reconciled monthly screening revenue in accordance with established corporate terms.
Developed and distributed quarterly management revenue and analysis reports using proven software tools.
Managing and Controlling OTA start from registering process until live.
Discussing a perfect plan to maximize the revenue through all revenue stream available.

Market Manager

Zuzu Hospitality Solutions

02.2018 - 05.2018

Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
Delivered recommendations to long-term accounts to promote brand awareness to key audience.
Evaluated vendor partnerships regularly, negotiating optimal contracts terms for continued cost savings.
Achieved monthly sales targets consistently by pursuing new business.
Traveled to customer sites to demonstrate products, answer questions and close contracts.

Front Office Manager

Noor Hotel Bandung

10.2015 - 07.2017

Assisted in organizing and overseeing assignments to drive operational excellence.
Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
Monitored customer service trends and provided insights to management team for further improvement.
Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
Managed daily room inventory to maximize occupancy rates and revenue generation.
Delivered performance reviews, recommending additional training or advancements.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Front Office Manager

Meize Hotel

02.2015 - 10.2015

Assisted in organizing and overseeing assignments to drive operational excellence.
Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
Monitored customer service trends and provided insights to management team for further improvement.
Managed daily room inventory to maximize occupancy rates and revenue generation.
Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Implemented staff training programs, improving employee performance and team cohesion.

Assistant Front Office Manager

Garden Permata Hotel

08.2014 - 02.2015

Oversaw administrative budget by maintaining optimal controls and tracking expenses to meet financial goals.
Implemented project management techniques to overcome obstacles and increase team productivity.
Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
Protected staff and customers and minimized legal issues by quickly resolving safety issues.
Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
Served as floating manager-on-duty, MOD, to cover shift shortage.
Managed room inventory to optimize revenue opportunities during high-demand periods.
Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Coached employees through day-to-day work and complex problems.

Front Desk Agent

Trans Luxury Hotel

05.2012 - 08.2014

Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Introduced customers to resort amenities with pleasant and helpful demeanor.
Used internal software to process reservations, check-ins and check-outs.
Promoted hotel brand's loyalty program via social media, email and direct mail.
Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Trained new staff members in customer service techniques and hotel operations.
Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
Facilitated smooth guest experiences by coordinating with multiple departments across the property.
Liaised with housekeeping staff to verify service and maintenance of hotel standards.
Resolved guest issues promptly, resulting in positive feedback and return visits.
Answered multi-line phone system and enthusiastically greeted callers.
Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
Kept accounts in balance and ran daily reports to verify totals.
Increased customer loyalty with exceptional communication skills and personalized service.
Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.

Front Desk Supervisor

Garden Permata Hotel

05.2006 - 05.2012

Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
Contributed to the development of new front desk procedures for increased efficiency and better guest service.
Resolved guest complaints by addressing issues with rooms promptly.
Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.
Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Monitored inventory levels of office supplies, placing orders as needed to avoid shortages or delays in daily tasks.
Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
Collaborated with team members to handle guest requirements from check-in through check-out.
Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Ensured compliance with safety protocols at the front desk area, contributing to a secure environment for both guests and staff members.
Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
Interceded between employees during arguments and diffused tense situations.
Trained team members on new hotel services and products to support promotional efforts.

Guest Service Agent

Sol Elite Marbella

05.2004 - 05.2006

Created welcoming and comfortable environment for guests.
Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
Maintained high level knowledge of all hotel services offered to answer guest questions.
Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
Assisted guests with luggage and provided directions to rooms to enhance customer service.
Handled customer complaints to satisfy and retain guests.
Oversaw fast-paced front desk operations and guests' needs at busy facility.
Facilitated and coordinated transportation services for guests.
Recommended hotel services or amenities that guest may find useful.
Upheld hotel policies and procedures by providing high level of customer service.
Answered hotel phones with professionalism and directed calls appropriately.
Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
Resolved guest complaints and discrepancies in prompt and courteous manner.

Summary

Overview

Work History

Operational Manager

E-Commerce and Revenue Manager

Market Manager

Front Office Manager

Front Office Manager

Assistant Front Office Manager

Front Desk Agent

Front Desk Supervisor

Guest Service Agent

Education

Associate of Arts - Hotel Management

Skills

Accomplishments

Software

Interests

Timeline

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