Timoty Silaban
E-Commerce Executive
Lagoi
Summary
Driven by a results-focused approach, I leveraged my expertise in e-commerce platforms and exceptional customer service at Pantai Indah Lagoi Bintan to enhance online sales and guest satisfaction. My adeptness in website management and dedication to addressing customer feedback significantly improved service quality and operational efficiency.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
Work History
E-Commerce Executive
Pantai Indah Lagoi Bintan
Lagoi, Riau
04.2024 - Current
- Monitored online feedback provided by customers regarding services and products to identify points for improvement.
- Managed customer feedback effectively by addressing concerns promptly and incorporating suggestions into future improvements.
- Worked with third-party partners to coordinate website promotional activity.
- Collaborated with cross-functional teams to launch new products, ensuring high-quality listings and timely promotions.
- Set-up rate at website and Online Travel Agent
- Manage the availability saleable villa at Website and OTA
Reservation Officer
Pantai Indah Lagoi Bintan
Lagoi, Riau
06.2022 - 04.2024
- Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
- Coordinated with other departments to ensure seamless guest experiences from reservation through checkout.
- Prepared daily reports on reservations activity for management review and analysis.
- Provided exceptional customer service through timely responses to emails and phone calls from potential guests.
- Handled cancellations and modifications professionally while adhering to hotel policies and procedures.
- Resolved guest complaints professionally and efficiently, ensuring a positive experience despite any initial issues with the reservation process.
- Collaborated with team members to achieve department goals and maintain high levels of customer service.
- Contributed to team efforts by cross-selling additional services such as spa treatments, dining options, and villa decoration when appropriate during the reservation process.
- Monitored inventory levels closely to prevent overbooking while maximizing room occupancy rates.
- Trained new staff members on company procedures, software systems, and best practices for effective reservation management.
- Verified guest information for accuracy, reducing errors in the reservation process.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Provided customers with information about availability and pricing.
- Worked closely with front desk to achieve full occupancy of property.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
Front Desk Agent
Nirwana Gardens Resort Bintan
Lagoi, Riau
10.2017 - 12.2019
- Increased customer loyalty with exceptional communication skills and personalized service.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Answered customer telephone calls promptly and appropriately handled needs.
- Collected room deposits, fees, and payments.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Facilitated welcoming environment, greeting guests upon arrival.
- Kept accounts in balance and ran daily reports to verify totals.
Education
No Degree - Hospitality Administration And Management
International Acadmy of Bintan
Lagoi, Bintan 01.2013 - 08.2013
Skills
Product Listing
Languages
Indonesian
Native language
English
Advanced
C1
Timeline
E-Commerce Executive
Pantai Indah Lagoi Bintan
04.2024 - Current
Reservation Officer
Pantai Indah Lagoi Bintan
06.2022 - 04.2024
Front Desk Agent
Nirwana Gardens Resort Bintan
10.2017 - 12.2019
No Degree - Hospitality Administration And Management
International Acadmy of Bintan
01.2013 - 08.2013
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