Oken Retnaningrum Suwandi

• Led cluster Sales & Marketing operations across The Phoenix Hotel Yogyakarta, Grand Mercure, and Ibis Yogyakarta Adisucipto.
• Oversee integrated commercial strategy covering sales, marketing, distribution, and revenue alignment to maximize business performance.
• Manage and develop sales and marketing teams, including target setting, campaign execution, performance monitoring, and team development.
• Design and implement annual sales and marketing plans, branding initiatives, and promotional strategies for all cluster properties.
• Collaborate closely with Revenue Management to develop forecasts, pricing strategies, and demand generation plans.
• Drive key market segments including corporate, government, inbound, travel agents, MICE, and online distribution channels.
• Lead marketing activities including digital campaigns, partnerships, PR coordination, and brand positioning.
• Ensure consistent brand standards and messaging across all properties and marketing platforms.
• Coordinate with Reservations and Operations teams to ensure seamless execution of commercial strategies.
• Monitor market trends, competitor activity, and consumer behavior to optimize sales and marketing performance.
• Present performance reports, forecasts, and strategic updates to senior management and ownership.

• Led cluster sales and reservation operations across three hotels, ensuring alignment of commercial strategy and performance targets.
• Managed and supervised sales and reservation teams, including setting individual and segment targets, monitoring performance, and driving accountability.
• Developed annual sales strategies, business plans, and revenue budgets in alignment with hotel objectives.
• Set and distributed sales targets for the team based on market segments and property needs.
• Collaborated closely with the Revenue Manager to develop accurate forecasts, pricing strategies, and revenue optimization plans.
• Participated in regular forecast reviews and business evaluation meetings to adjust strategies based on market conditions.
• Focused on key market segments including inbound, corporate, government, and key accounts.
• Drove inbound market development by strengthening relationships with international travel partners and agents.
• Ensured coordination between Sales, Revenue Management, Reservations, and Operations to maximize overall cluster performance.
• Monitored market trends and competitor activity to support strategic decision-making and business planning.
• Delivered consistent reporting on sales performance, forecasts, and budget progress to senior management and ownership.

• Managed cluster sales responsibilities across three hotels during the COVID-19 pandemic period.
• Adapted The Phoenix Hotel sales strategy by shifting focus to the domestic market to sustain business performance during travel restrictions.
• Coordinated overall sales activities across multiple properties, ensuring alignment of strategies and targets.
• Managed and supported sales teams across the cluster, including target allocation and performance monitoring.
• Developed and adjusted sales budgets and forecasts in response to changing market conditions during the pandemic.
• Handled key accounts and maintained relationships with corporate, government, and domestic travel partners.
• Worked closely with revenue management, reservations, and hotel operations to optimise occupancy and business recovery.
• Implemented recovery strategies to support hotel survival and revenue generation during low demand conditions.
• Monitored market trends and rapidly adjusted sales approaches in response to pandemic-related impacts.

• Acted as Head of Sales Department, overseeing overall sales operations for Grand Mercure & Ibis Yogyakarta Adisucipto.
• Managed the sales team, including assigning targets, monitoring performance, and ensuring alignment with hotel objectives.
• Developed and managed annual sales budget and revenue plans for assigned segments.
• Focused on Government and National Key Account (NKA) segments, managing key strategic accounts.
• Developed and executed sales strategies to achieve revenue, occupancy, and market share targets.
• Handled high-level relationships with government institutions and key corporate clients.
• Conducted contract negotiations, rate agreements, and business development for major accounts.
• Coordinated with Revenue Management, Reservations, and Front Office to optimize business performance.
• Provided coaching and support to the sales team to improve productivity and achievement of targets.
• Prepared sales forecasts, budget updates, and performance reports for senior management.

• Managed government segment accounts for both Grand Mercure and Ibis Yogyakarta Adisucipto.
• Handled key government clients with increased sales targets and performance expectations.
• Developed and maintained strong relationships with government institutions and related agencies.
• Conducted rate negotiation, contracting, and account management for government business.
• Actively pursued new opportunities within the government segment to drive room revenue.
• Coordinated with reservations and revenue teams to ensure smooth handling of bookings and allotments.
• Supported the Assistant Director of Sales (ADOS) in daily sales coordination and team-related activities.
• Assisted in guiding sales execution and sharing updates to ensure alignment of team objectives.
• Prepared sales reports, forecasts, and performance updates for management review.
• Contributed to achieving hotel revenue targets as part of the sales team.

• Managed the government segment for both Grand Mercure and Ibis properties under AccorHotels.
• Developed and maintained strong relationships with government institutions and related agencies.
• Handled corporate agreements, rate negotiations, and contract management for government accounts.
• Achieved sales targets through strategic account management and active business development.
• Coordinated with reservations, revenue, and front office teams to ensure smooth handling of government bookings.
• Prepared regular sales reports, forecasts, and market analysis for management review.
• Conducted sales calls, presentations, and client visits to strengthen business partnerships.

• Led the Sales Department as Head of Department, overseeing daily sales operations and team performance.
• Developed and implemented sales strategies to achieve room revenue and occupancy targets.
• Managed key accounts including corporate clients, travel agents, and group bookings.
• Handled rate negotiation, contracting, and business agreements with partners.
• Monitored market trends and competitor activities to identify new business opportunities.
• Prepared monthly sales reports, forecasts, and performance analysis for management review.
• Coordinated with Front Office, Reservations, and Revenue teams to maximize hotel revenue.
• Supervised sales team activities and provided guidance to achieve departmental goals.

• Managed and developed relationships with travel agents and tour operators.
• Handled contracting, rate negotiation, and allotment agreements with travel partners.
• Promoted hotel rooms, packages, and special offers to increase travel agent bookings.
• Coordinated with reservations and front office to ensure smooth group arrivals and bookings.
• Monitored production from travel agent segments and prepared regular sales reports.
• Assisted in achieving monthly and yearly room revenue targets.
• Maintained strong communication and follow-up with key travel agent accounts.

• Provided direct administrative support to the General Manager, including scheduling, correspondence, and document preparation.
• Managed sales administration tasks such as preparing reports, handling bookings, and supporting the sales team.
• Coordinated public relations activities, including guest relations, media communication, and promotional support.
• Handled incoming calls, emails, and official communications in a professional manner.
• Maintained and organised confidential documents, reports, and hotel records.
• Assisted in coordinating internal and external meetings, events, and hotel promotions.
• Supported inter-department coordination to ensure smooth daily hotel operations.

Front Desk Agent / Operator / Reservation
Amaris Diponegoro Yogyakarta by Santika | [Year–Year]

• Managed front desk operations including guest check-in and check-out processes.
• Handled hotel telephone operator duties, including incoming calls and guest assistance.
• Processed room reservations, modifications, and cancellations via phone, email, and walk-ins.
• Provided accurate information about room availability, rates, and hotel facilities.
• Coordinated with housekeeping and other departments to ensure room readiness and smooth operations.
• Processed guest payments, prepared invoices, and handled cash and credit card transactions.
• Maintained guest records and updated the hotel system accurately.
• Responded to guest inquiries and resolved complaints professionally to ensure guest satisfaction.

• Assisted customers with Telkomsel products and services, including SIM card registration, activation, and package subscriptions.
• Provided information and recommendations on mobile plans, data packages, and promotional offers.
• Handled customer inquiries, complaints, and service requests in a professional manner.
• Supported customer account management and service administration.
• Ensured high levels of customer satisfaction by delivering excellent service.
• Assisted in achieving sales and service targets set by the company.
• Maintained accurate customer records and prepared service reports as required.

• Assisted customers in selecting clothing, footwear, and fashion accessories.
• Provided friendly and professional customer service to enhance the shopping experience.
• Processed sales transactions and handled cash payments accurately.
• Organised product displays and ensured merchandise was well-presented.
• Monitored inventory levels and assisted with stock receiving and replenishment.
• Maintained store cleanliness and supported daily retail operations.

• Assisted customers with product inquiries and service activation, enhancing customer satisfaction and loyalty.
• Processed sales transactions and handled cash payments efficiently, ensuring a smooth checkout experience.
• Sold prepaid mobile credit (pulsa), data packages, and mobile phone accessories, contributing to overall sales growth.
• Maintained inventory records and monitored stock availability.
• Ensured the store was clean, organised, and customer-friendly.