Adobe Photoshop
Leonardo Bruno
Hotel Management Expert
Bandung,West Java
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
20
20
years of professional experience
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.
Education
Associate of Arts - Hotel Management
04.2001 -
Skills
P&L Management
Schedule Management
Mind Mapping
Customer Service
Business Leadership
Sales Strategies
Teamwork and Collaboration
Inventory Tracking and Management
Scheduling
Goal Setting
Customer Retention
Financial Administration
Database Maintenance
Employee Scheduling
Product Development
Analytical Thinking
Adaptability
Multitasking Abilities
Business Growth Initiatives
Performance Improvements
Sales Promotion
Department Oversight
Operations Oversight
Calendar Management
Employee reviews
Interpersonal Skills
Hiring and Onboarding
Advertising Campaign Development
Staff Development
Strategic Planning
Client Account Management
Business marketing
Budget Control
Delegating Work
Attention to Detail
Decision-Making
Revenue Generation
Desktops, Laptops, and Mobile Devices
Financial Oversight
Human Resources
Price Structuring
Purchasing and planning
P&L Administration
Financial Planning
Sales Coaching
Effective Communication
Effective leader
Analytical Skills
Marketing Strategies
Customer Relations
Excellent Communication
Training Management
Operations Management
Accomplishments
- Top Upseller of The Year during my work as Front Desk Agent at The Trans Luxury Hotel.
- The Chairman of Bandung E-Commerce Network from 2019-present.
Software
Adobe Lightroom
Capcut for PC
Web Developing
Adobe Illustrator
Adobe Audition
Canva
Microsoft Office
Interests
Hotel Industries
Technologies
Photo & Videography
Business Development
Human Development
Communication Skill
Timeline
Operational Manager - Vila Air Natural Resort & Wood Hotel
07.2019 - Current
E-Commerce and Revenue Manager - Prama Grand Preanger Hotel
07.2018 - 07.2019
Market Manager - Zuzu Hospitality Solutions
02.2018 - 05.2018
Front Office Manager - Noor Hotel Bandung
10.2015 - 07.2017
Front Office Manager - Meize Hotel
02.2015 - 10.2015
Assistant Front Office Manager - Garden Permata Hotel
08.2014 - 02.2015
Front Desk Agent - Trans Luxury Hotel
05.2012 - 08.2014
Front Desk Supervisor - Garden Permata Hotel
05.2006 - 05.2012
Guest Service Agent - Sol Elite Marbella
05.2004 - 05.2006
The Academy of Management And Secretary Ariyanti - Associate of Arts, Hotel Management
04.2001 -