Louis Rivaldy
Guest Experience Manager
Jakarta
Summary
Guest experience professional with high standard for delivering exceptional service. Skilled in team collaboration, conflict resolution, and adapting to changing needs. Known for strong interpersonal skills, reliability, and focus on achieving results. Adept at training staff, managing guest relations, and enhancing overall guest satisfaction.
Overview
12
12
years of professional experience
Work History
Guest Experience Manager
25hours Hotel Jakarta The Oddbird
02.2024 - Current
- Developed and implemented guest feedback systems, enhancing overall satisfaction and experience.
- Led training sessions for staff on guest engagement strategies, improving service delivery standards.
- Coordinated with various departments to ensure seamless guest experiences during events and stays.
- Monitored and analyzed guest feedback to identify areas for service improvement and operational efficiency.
Assistant Front Office Manager
Hanging Garden of Bali
10.2022 - 02.2024
- Implement every daily jobs basis. Prepare tools staff and guest needs. Shift scheduling control. Direct coordinate to related department. Responsible with operation at FO department. Room inspection. VIP Treat.
- Managed front office operations, ensuring seamless guest experiences and efficient service delivery.
- Coordinated staff schedules and training programs, enhancing team productivity and service quality.
- Implemented new procedures for guest check-in, improving workflow and reducing wait times.
- Oversaw inventory management for front office supplies, maintaining optimal stock levels and reducing costs.
Duty Manager
Fraser Place Setiabudi
08.2019 - 10.2022
- Supervise hotel staff. Improve staff performance through training, attention to detail and empathetic problem-solving methods. Resolve staff and guest conflicts in a professional courteous manner. Inventory and order business supplies. Responsible for guest billing and settling payment disputes. Handled in-person guest complaints. Worked with marketing team on campaign to increase guest bookings. Admin tasks as needed including bookings, reporting, check-ins, answering phones, responding to email and assist longstay guest inquiries.
Client Relation Supervisor
Fraser Place Setiabudi
05.2018 - 05.2019
- Supervised and trained hotel staff and resolved staff conflicts. Daily financial reporting. Arrange staff schedule. Prepared several Report daily, weekly and monthly. Checked all Registration Card. Handled Check-in Check-out Procedure. Assisted accountant with accounting tasks.
Client Relation Executive
Fraser Place Setiabudi
05.2016 - 05.2018
- Handle Check-in Check-out Procedure, Cashiering (Cash, Credit Card, Bank Transfer, Voucher, and Guarantee Letter), Guest complains, Room allocation, reconcile posted payment and charge with property ledger report, Check F&B transaction before run Audit.
Front Desk Agent
Putri Duyung Cottage Ancol
03.2015 - 05.2016
- Handle Check-in Check-out Procedure, Cashiering (Cash, Credit Card, Bank Transfer, Voucher, and Guarantee Letter), Guest complains, Room allocation, reconcile posted payment and charge with property ledger report, Check F&B transaction before run Audit.
Mice And Reservation
Posko Triroyal Tour & Travel
07.2014 - 03.2015
- Making Quotation of tour inbound or outbound, Do the reserve of Hotels Rooms, Issue airplane Ticket, arrange all the accommodation once the tour is confirmed, Making contact with hotel for cooperate rate, Remind dateline of reservation hotel and airplane.
Education
Course -
eHotelier Academy
12.2020
Vocational High School - undefined
SMK Kartini Jakarta
Jakarta05.2012
Skills
Excellent Listener
Sales and upselling
Staff Training & Coaching
Room inspection
Interests
Reads, Travel, Scuba Diving, Free Diving
Timeline
Guest Experience Manager
25hours Hotel Jakarta The Oddbird
02.2024 - Current
Assistant Front Office Manager
Hanging Garden of Bali
10.2022 - 02.2024
Duty Manager
Fraser Place Setiabudi
08.2019 - 10.2022
Client Relation Supervisor
Fraser Place Setiabudi
05.2018 - 05.2019
Client Relation Executive
Fraser Place Setiabudi
05.2016 - 05.2018
Front Desk Agent
Putri Duyung Cottage Ancol
03.2015 - 05.2016
Mice And Reservation
Posko Triroyal Tour & Travel
07.2014 - 03.2015
Vocational High School - undefined
SMK Kartini Jakarta
Course -
eHotelier Academy