Sri Muljani Natha

• Supervise Reservations Department
• Worked with evasive, uncooperative and potentially hostile staff, responding to stressful and tenuous situations with tact and diplomacy.
• Work closely with Market Manager of 3rd party websites
• Supervise and ensure that the appropriate rates, promotions, packages and inventory are available in all distributions channels
• Forecasting & Budgeting & Marketing Plan
• Controlling and monitoring group rates

Achievement:

Managed to process last minute inquiries from different companies at the same time during the hit of COVID19 to fill up the hotel according to the lat rooms availability. Team worked with Front Office and Housekeeping Departments to prepare bulk arrival at the same time. Closed out the month with the maximum goal during the COVID19.

• Supervise Reservations Department
• Work closely with Central Reservation to ensure the right selling strategy has been followed
• Work closely with Market Manager of 3rd party websites
• Supervise and ensure that the appropriate rates, promotions, packages and inventory are available in all distributions channels
• Forecasting & Budgeting & Marketing Plan
• Controlling and monitoring group rates

Achievement:

Achieved to increase monthly rooms revenue 3%-5% compared to targeted goal. Able to manage challenging staffs and realigned the department. Achieved on training and grooming new staff to fill the requirement position in the short period of time (within 3 months).

• Supported Asst. Revenue Manager at Shangri-La Hotel Chiang Mai (277 rooms) and conduct weekly revenue meeting for both hotels, Bangkok and Chiang Mai
• Supervise Marketing Services Executive and Asst. Distribution Manager
• Work with Reservations to ensure that the appropriate rates, promotions, packages and inventory are available in all distributions channels
• Forecasting & Budgeting & Marketing Plan
• Controlling and monitoring group rates

Achievement:

Maintained 1st position in RevPar among the competitors during the city political issues. Able to increase rooms revenue during the difficult months compared to previous year. Trained and guiede new Reservations Manager to realigned the department especially with the daily and monthly reports.

• Supervise Revenue Manager/DORM, Marketing Services Executive and Distribution Supervisor of China World Summit Wing (278 rooms)
• Work with Revenue Manager/DORM and DOSM of both CWH and CWSW to ensure the synergy of Revenue Management operations between the two hotels
• Conduct weekly pricing meeting with sister hotels (CWSW, THB & HBKC) within the same complex to ensure the pricing positioning is in line
• Analyze trends to be able to set daily and long term goals for occupancy and average rates
• Work with Reservations to ensure that the appropriate rates, promotions, packages and inventory are available on all distributions channels
• Forecasting & Budgeting
• Controlling and monitoring group rates
• Communicating the selling strategy to the operation departments such as Reservations on daily basis

Achievement:

Aligned pricing system among 4 sister hotels for Groups and FIT's bookings. Established weekly meeeting to build synergy among 4 sister hotels. Trained and groomed new Distribution Supervisor.

• Forecasting & Budgeting
• Controlling and monitoring group rates
• Communicating the selling strategy to the operation departments such as Reservations & Front Office on daily basis

Achievement:

Achieved to replace the lost of CREWS business with the business from 3rd party website by increasing 50% of rooms revenue in the particular segment. Trained and groomed new Marketing Services in short period of time. Brought back active communication with Central Reservations and included the CRM in the weekly meeting.

• Revenue Management o Forecasting & Budgeting
• Controlling and monitoring group rates
• Conduct daily revenue strategy meeting
• Communicating the selling strategy to the operation departments such as Reservations & Front Office on daily basis
• Controlling the availability in GDS and other internet bookings

Achievement:

Achieved to close the deal and filled up the hotel with maximum room rate and revenue one half year before Beijing Olympic 2008.

• Forecasting & Budgeting
• Controlling and monitoring all groups rate
• Conduct weekly revenue strategy meeting and give suggestion according to the market situation and the business pattern in order to maximizing revenue
• Communicating the selling strategy to the operation departments such as Reservations & Front Office on daily basis
• Controlling the availability in GDS and other internet bookings
• Maintaining the rate parity through all channels

Achievement:

Achieved monthly higher room rate vs. budget/forecast also compare to big sister hotel. Achieved 1st position in RevPar during Air Show among competitors. Implemented revenue management cultured together with DOSM and FOM as I was the first DORM of the hotel. Successful guided and encouraged upselling to Reservations agents and Sales staff.

• Training and supervision of Reservations Department
• Developed and supervised Reservations Department
• Established Daily Pick-up report to give picture for all S&M staff
• Daily monitoring and reviewing incoming reservations for accuracy of the room rates, market segmentation, source and channel
• Reconfigured Reservations Screen
• Reviewing and controlling the account with “special contract rates”
• Controlling and monitoring all incoming group blocks to ensure space availability and based on hotel occupancy demand
• Forecasting and Budgeting
• Review segment reports to ensure accuracy on R/N production, average rate & revenue performance monitoring against Forecast & Budget
• Team Leader of Yield Management in operation with E-yield system
• Maximize REVPAR by controlling room inventory, group blocking, packages, and up-selling

Achievement:

Achieved to increase about 30% of total room revenue yearly by increasing ADR and occupancy. Re-structured overall reservations system (i.e. reservations screen, filling system, procedures on handling bookings and inputting data/info into the system) to be able to gain necessary daily and monthly reports. Implemented daily and monthly reports including daily incoming call of reservations.

• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle
• Spoke with local travel agents to arrange discounted hotel offers to improve booking levels
• Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams
• Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings
• Worked closely with front desk to achieve full occupancy of property

Achievement:

Joined as Reservations Agent as pre-opening team. Achieved top staff in upselling also employment of the month. One and half year later I was promoted to Reservations Supervisor which I managed to trained staff in inputting 99% accurate data and info into the system. After approximately two years, was promoted to Assistant Reservations Manager and about seven month later was promoted to Reservations Manager.

• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
• Provided customers with information about availability and pricing
• Resolved various issues and discrepancies for customers

• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Provided customers with information about availability and pricing.
• Resolved various issues and discrepancies for customers.

• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Provided customers with information about availability and pricing.
• Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
• Resolved various issues and discrepancies for customers.

• Covered all the Departments in the hotel
• Gained knowledge of company policies, protocols and processes.

• Maintained clean, trash-free workspaces to maximize productivity and safety.
• Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
• Managed time to juggle multiple tasks simultaneously with ease.
• Chopped vegetables, cut up fruit, and prepared sauces when kitchen staff was busy.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Investigated and resolved customer inquiries and complaints quickly
• Exhibited high energy and professionalism when dealing with clients and staff
• Responded to customer requests, offering excellent support and tailored recommendations to address needs