Zhafirah Putri Wulansari
Guest Service Specialist
Bogor
Summary
Adaptable and passionate hospitality professional with 5+ years of experience in guest services and customer support. Known for maintaining composure under pressure, being solution-oriented, and thriving in fast-paced environments. Enthusiastic about continuous learning.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Guest Service Officer
Citadines Sudirman Jakarta
01.2022 - Current
- Delivered guest experiences and efficient check-in/check-out
- Managed payments, refunds, and guest profiles
- Handling guest's request directly, by phone, and by email
- Following up current complaints and submitted to incident report to ensure guest satisfaction
Customer Service Executive
PT. Dachin Etech Global
08.2021 - 01.2022
- Managed customer inquiries via live chat
- Conducted product live streams on Shopee, TikTok, and Tokopedia
- Oversaw product uploads, order entries, and stock checks
Guest Service Agent
Royal Tulip Gunung Geulis Golf & Resort
01.2019 - 01.2020
- Facilitated seamless guest services at a luxury resort
- Handling direct, phone, and email requests
- Maintained detailed guest records and transactions
- Telephone operator
Guest Service Officer
Ascott Sudirman Jakarta
01.2018 - 01.2019
- Balanced receptionist duties and tenant relations
- Coordinated with contractors for apartment fit-outs
- Assisted hotel and apartment guests with daily operations
Education
Bachelor's Degree - Resort & Leisure Management
Universitas Pendidikan Indonesia
01.2013 - 01.2017
Skills
- Guest Experience
- Customer Service
- Hotel Management Systems
- E-Commerce Product Management
- Booking & Extranet Tools
Tech Proficiency
Traveloka, Booking.com, Agoda, Tiket.com, Trip.com, Expedia, Shopee, Tokopedia, TikTok, MS Word, PowerPoint, Excel, Outlook
Recognition
- Best Employee of the Month, Citadines Sudirman Jakarta, 05/22
- Best Employee of the Month, Citadines Sudirman Jakarta, 08/22
Timeline
Guest Service Officer
Citadines Sudirman Jakarta
01.2022 - Current
Customer Service Executive
PT. Dachin Etech Global
08.2021 - 01.2022
Guest Service Agent
Royal Tulip Gunung Geulis Golf & Resort
01.2019 - 01.2020
Guest Service Officer
Ascott Sudirman Jakarta
01.2018 - 01.2019
Bachelor's Degree - Resort & Leisure Management
Universitas Pendidikan Indonesia
01.2013 - 01.2017
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