Nusa Dua Beach Hotel & Spa
-Handwritten Collection
Bali, Indonesia
Assistant Manager at Front Office
(2021 – Present)
- Assist in managing daily Front Office operations in a 5-star luxury resort.
- Supervise and lead a team of Front Office associates (GSA, GRO, Concierge).
- Delivery service recovery and ensure guest satisfaction standards are maintained.
- Monitor room inventory, VIP arrivals, and special guest arrangements.
- Supervise group billing processes and coordinate with Finance for account settlements.
- Conduct daily briefings and team performance monitoring.
- Train and coach new team members to maintain luxury service standards.
- Ensure compliance with hotel policies, financial procedures, and brand standards.
Guest Service Agent Coordinator
December 2016 – 2021
- Coordinate daily Front Office operations in a high-occupancy luxury resort environment.
- Supervise and support Guest Service Agents to ensure smooth check-in and check-out processes.
- Handle resolution of guest billing discrepancies and balance account settlements.
- Maintain and organize group billing documentation and corporate account records.
- Audit banquet and miscellaneous charges posted to master accounts.
- Manage city ledger records ensuring accurate billing information and documentation.
- Handle group check postings and follow up on outstanding payments.
- Attend pre-convention meetings for special billing instructions.
- Maintain communication with Finance, Sales, and Reservations departments.
- Provide service recovery solutions for guest complaints related to accounts and service issues.
Guest Service Agent (Receptionist)
March 2014 – December 2016
- Process check-ins and check-outs for international guests in a luxury environment.
- Handle cash, credit card transactions, and room charge settlements.
- Resolve disputed charges and late check-out issues.
- Coordinate with Housekeeping for room readiness and special requests.
- Prepare daily arrival/departure reports and cashier closing reports.
- Balance house bank and ensure accounting compliance.
Guest Relation Officer / Lobby Hostess
August 2013 – March 2014
- Assist in delivering personalized guest experiences.
- Support VIP guest arrangements and special requests.