Novi Ariasih

Leadership & Global Coordination

• Leading a high-performing concierge team to deliver seamless travel experiences across a global portfolio including Bali, Sri Lanka, Thailand, Japan, Cambodia, Vietnam, and Marrakech.
• Spearheading pre-arrival arrangements for high-net-worth clients, ensuring every detail from airport transfers to bespoke in-villa requirements is meticulously planned before guest arrival.
• Mentoring and training staff on 5-star service standards to maintain the company’s reputation as a premier luxury villa specialist.

Guest Experience & Operational Excellence

• Orchestrating complex ground support by coordinating with the Operations Manager to fulfill guest requirements and resolve logistics across multiple international time zones.
• Serving as the primary VIP liaison, personally traveling to perform "Meet & Greet" services for high-profile guests to ensure a personalized and elite brand experience.
• Acting as a dedicated guest consultant, managing communication to arrange personalized extras, local tours, and specialized services tailored to individual preferences.

Supplier & Stakeholder Management

• Cultivating strategic relations with global suppliers and technology partners to enhance service efficiency and digital guest interactions.
• Executing regular property inspections to verify that villa standards meet the company’s luxury criteria and identifying opportunities for service improvement.
• Liaising with international vendors to secure exclusive access and competitive pricing for guest amenities and ground services.

Comprehensive Operational Leadership

• Directed and integrated cross-functional departments, including Reservations, Concierge, and Digital Marketing, ensuring a unified approach to luxury property management.
• Mentored and led staff in delivering high-standard hospitality services during the challenging global pandemic period, ensuring business continuity and service quality.
• Mentored and supervised team performance, fostering a culture of excellence and accountability in high-standard service delivery.

Owner Relations & Financial Accountability

• Acted as the primary strategic partner for Villa Owners, providing expert guidance on property management, maintenance standards, and marketing positioning.
• Delivered comprehensive Sales & Profit Reports to company ownership, offering data-driven insights into revenue trends, expense management, and bottom-line growth.
• Collaborated with the Digital Marketing team to execute targeted campaigns that aligned with owner expectations and increased direct booking conversion rates.

Strategic Property Management

• Balanced operational costs with service quality, ensuring that all villas within the managed portfolio maintained their reputation while remaining profitable.
• Streamlined the communication loop between on-ground concierge staff and the reservations department to ensure a flawless transition from booking to guest stay.

• Managed full-cycle sales and reservations, providing rapid responses to global enquiries and efficiently processing bookings through company software.
• Conducted expert consultations to identify guest preferences, delivering bespoke holiday solutions by matching clients with their ideal luxury villas.
• Negotiated competitive pricing directly with villa owners and property managers to uphold the "Best Price Guarantee" for all clients.
• Handled multi-channel financial transactions, overseeing secure payment collection via credit cards, PayPal, and international bank transfers.

• Lead Enquiry Management: Streamlined the booking process by promptly responding to vacation rental enquiries from both travel agents and direct customers to maximize conversion rates.
• Financial Oversight: Managed end-to-end invoicing and payment control, ensuring accurate financial records and timely settlement of accounts.
• Inventory & Content Management: Maintained real-time booking calendars across online and offline platforms; updated villa descriptions and high-quality visual assets to ensure consistent brand representation.
• Strategic Partnerships: Negotiated and finalized contracts with new and existing agents to expand the distribution network and increase occupancy.
• Pre-arrival & Guest Relations: Supervised pre-arrival preparations and served as a key liaison between villa managers, the management office, and guests to ensure a seamless stay experience.
• Business Development: Spearheaded marketing initiatives, including developing new sales channels, conducting property inspections, and hosting open houses to showcase new listings.
• Cross-functional Collaboration: Partnered with the Accounting, Guest Services, and Property Management departments to ensure smooth daily operations and high service standards.

• Strategic Revenue Execution: Supported the Director of Revenue Management (DORM) in implementing core strategies and administrative duties, ensuring proactive execution of revenue objectives and providing operational contingency.
• Data Integrity & Reporting: Managed daily updates of the Revenue Plan, reconciling figures between the PMS and FRS to ensure 100% data accuracy across Geo Sources, Pricing, and Product Quality.
• Forecasting & Budgeting: Developed 30-60-90 day forecasts and assisted in long-term budget preparation to meet property forecast accuracy goals and identify market trends.
• Channel Performance Analysis: Evaluated production across Brand Websites, GDS, Hotel Direct, and Third-Party (OTA) channels to optimize the business mix and maximize total revenue.
• Pricing & Compliance: Implemented global pricing policies and maintained Best Rate Guarantee (BRG) compliance to minimize claims and ensure rate parity across all distribution platforms.
• Market Intelligence: Monitored competitor pricing and performed rigorous market checks to assess the impact of relative pricing decisions on hotel performance.
• Standard Operating Procedures (SOP): Enforced Starwood Revenue Management standards, including Rate Plans, Market Segmentation, and PMS/IPS functionality.
• Leadership & Collaboration: Mentored and supervised the Reservations In-charge and represented the Revenue Department in weekly strategy meetings and daily operations briefings.
• Tactical Promotions: Identified "soft periods" and collaborated with the DORM to develop targeted promotions and strategies to drive occupancy and ADR.

• Team Leadership & Supervision: Supervised and mentored junior reservation agents to ensure all guest and partner enquiries were handled according to brand service standards.
• Inventory & Group Management: Monitored group blocks within the Galaxy PMS system and managed complex FIT reservations (Brand Website, Wholesale, OTA, Corporate, and VIP) to ensure accurate benefit inclusions and special requests.
• System Configuration & Rate Loading: Utilized the Valhalla System to create and configure rate plans for new Group and Wholesale bookings, ensuring seamless integration with the property’s revenue strategy.
• Revenue Optimization & Upselling: Proactively drove incremental revenue through the strategic upselling of room categories, airport transfers, Spa services, and other resort amenities.
• Channel Management & Distribution: Maintained real-time rate and inventory parity across OTAs via TravelClick and direct extranets; executed "Stop Sale" and "Close Out" requests to manage allotments and maximize ADR.
• Data Analysis & Reporting: Generated daily reservation "Pick-Up" reports and assisted in daily rate control, forecasting, and data analysis to support the Revenue department.
• Account Receivable & Logistics: Managed reservation cut-off dates, rooming lists, and payment follow-ups with wholesalers and guests to minimize cancellations and financial discrepancies.

• Multi-Channel Reservation Management: Managed high-volume bookings from direct guests, corporate accounts, and an extensive network of 40+ global travel partners, including major OTAs (Booking.com, Agoda, Expedia) and regional wholesalers (JTB, Pacto, Hotelbeds).
• Group Coordination: Facilitated the end-to-end group booking lifecycle in Galaxy PMS, from initial tentative blocking and rooming list input to converting bookings to "definite" status upon payment verification.
• FIT Precision: Accurately processed incoming FIT reservations via Galaxy Lightspeed, ensuring all brand website bookings, VIP requests, and complimentary stays included precise benefit inclusions and flight details.
• Inventory & Extranet Audit: Performed daily audits of upcoming reservations across multiple extranets and internal systems to ensure data consistency and prevent overbooking or service gaps.
• Financial Liaison: Prepared non-refundable reservation data and credit card details for the Finance Team; proactively followed up on failed transactions to secure hotel revenue.
• Revenue Generation: Actively contributed to property GOP by upselling premium room categories, airport transfers, and Spa packages during the reservation process.
• Account Maintenance: Managed the critical "Cut-Off" calendar, sending timely reminders for rooming lists and payments to wholesalers and agents to ensure high occupancy levels.
• Professional Correspondence: Maintained high brand standards in all communications, issuing formal confirmation letters and handling complex enquiries via email, extranets, and telephone.

• Operational Leadership: Supervised and mentored two junior reservation agents, ensuring high service standards and accuracy in all booking procedures.
• System Integration: Managed the transition of data from manual reservation charting to the VHP (Visual Hotel Program) system, ensuring all FIT and Group bookings included precise benefit inclusions.
• Channel & Inventory Management: Optimized inventory and rate parity across major OTAs (Booking.com, Agoda, Expedia) and regional wholesalers using SiteMinder; executed strategic "Stop Sales" and "Close Outs" to maximize occupancy.
• Global Partner Liaison: Managed reservations for an extensive portfolio of non-extranet partners and local agencies, including Bali Affordable Villa, Wita tour, Dwidaya, Hotelbeds, Probali, TMS, HIS, JTA, Rama Tour, JTB, Matahari Korin, Paradise Bali, Balikami, etc., maintaining strong professional relationships.
• Financial Integrity: Audited non-refundable bookings and executed credit card deductions; proactively resolved failed transactions and managed payment follow-ups for all wholesale and guest accounts.
• Revenue Reporting: Developed comprehensive daily and monthly reservation reports to provide management with actionable insights into booking trends and property performance.
• Sales & Upselling: Actively increased property revenue by upselling luxury add-ons, including premium room categories, airport transfers, and bespoke Spa services.
• Professional Development: Represented the property in high-level industry events, including three strategic business trips to Jakarta for sales table-tops and seminars to expand the brand’s market reach.

• Booking Lifecycle Management: Managed full-cycle reservations for both FIT and Group bookings, transitioning tentative enquiries from manual charting to the VHP (Visual Hotel Program) system upon payment verification.
• Omnichannel Support: Professionally handled high-volume enquiries from travel agents and direct guests via telephone, email, and facsimile, ensuring high brand standards in all communications.
• Data Integrity & Distribution: Conducted daily audits of upcoming reservations across major OTA extranets (Booking.com, Agoda, Expedia) and wholesale platforms to ensure booking accuracy and guest benefit inclusions.
• Partner Coordination: Facilitated bookings for a diverse range of non-extranet travel partners and agencies, including Hotelbeds, JTB, and various local Indonesian tour operators.
• Revenue Generation: Contributed to property profitability through strategic upselling of airport transfers, room upgrades, and Spa packages during the guest booking journey.
• Financial Administration: Processed credit card deductions for non-refundable bookings and proactively managed failed transactions to secure hotel revenue.
• Account Maintenance: Actively monitored reservation cut-off dates and rooming lists, ensuring timely follow-ups with guests and wholesalers to maintain healthy occupancy levels.
• Reporting: Assisted in the development of daily and monthly reservation reports to track booking pace and support management's decision-making.

• End-to-End Accommodation Management: Orchestrated accommodation logistics for individual and group travelers in Bali, including room procurement, flight detail synchronization, and rigorous reconfirmation of promotional benefits with partner hotels.
• System Administration & Data Entry: Processed high-volume guest and group reservations into the 3in1 System, ensuring all special requests, dietary requirements, and VIP arrangements were accurately recorded and communicated.
• Corporate Liaison: Managed daily enquiry pipelines from Japanese corporate clients, ensuring all requests were downloaded, processed, and uploaded within strict service-level agreement (SLA) timeframes.
• Contract Compliance: Audited reservation payments and billing instructions to ensure full alignment with established contract agreements between the agency and various hotel partners.
• Quality Assurance & Communication: Served as the primary liaison between tour guides and hotels, reconfirming room rates and benefit inclusions to ensure a seamless on-ground guest experience.
• Product Knowledge & Consultation: Acted as a subject matter expert for the destination, providing hotel recommendations and logistical support to tour guides and corporate partners to optimize guest satisfaction.

• Logistics & Itinerary Coordination: Orchestrated daily operations for individual and group travelers, including the seamless scheduling of transportation, restaurant bookings, and tour itineraries across Bali.
• Resource Allocation: Assigned and briefed professional tour guides for incoming groups, ensuring they were fully equipped with the necessary travel plans and guest profiles to provide high-quality service.
• System Data Management: Managed and updated operational data within the 3in1 System, maintaining accurate records of all guest activities and vendor requirements.
• Vendor Relations & Quality Control: Conducted rigorous reconfirmations with all third-party vendors, including restaurants and tourism attractions, to ensure all guest arrival times and special arrangements were honored.
• Guide Support & Consultation: Served as a central point of contact for tour guides, providing expert recommendations on restaurants and local attractions to optimize the guest's travel experience.
• Operational Communication: Managed the high-volume telephone switchboard and acted as a liaison between the agency, vendors, and ground staff to resolve real-time logistical challenges.