Opera
Hendra Pradika
HOSPITALITY MANAGEMENT
Abu Dhabi,AZ
Summary
A creative and dynamic leader with proven expertise in sustainable revenue growth. Leverages exemplary communication to establish the presence and build a positive brand while fostering continuous team and guests' engagement. Professional Assistant Front Desk Manager with 11 years of experience in hospitality industry. Positive attitude with high level of customer service experience.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Assistant Front Desk Manager
Rosewood Hotel
Abu Dhabi, United Arab Emirates
01.2018 - 07.2021
- Resolve customer complaints, while ensuring all the guest interactions with the highest level of hospitality and professionalism.
- Lead the 21 team members in total ( 6 Guest Services, 3 Concierges, 5 Telephone Operators, and 8 Bellmen).
- Developed the Host Champion and Milestone program to achieve guest satisfaction trough Trust You platform score 92% and Problem Resolution to achieve 62%.
- Conducted room upsell training refreshment once a month to achieve 326K per year with an average of 20K arrivals and 57K rooms nights.
- Collaborate with IT team and developed the report of guest's data acquisition to achieve YOY 92%.
- Successfully decreased 40% expenses in 2019 against the budget which positively affected savings on pens and key cards
- Developed internal requirements which complied with OSHAD standards to minimize regulatory risk and liability across program.
- Built Covid 19 SOP according to Go Audit Check list and 100% training attendance.
Front Office Supervisor
Rosewood Hotel
Abu Dhabi, United Arab Emirates
08.2014 - 01.2018
- Primarily supervise front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction.
- Response in a professional and courteous manner to guests by providing accurate and timely information and services.
- Assisting with check-in, check-out and room allocations.
- Creates and provide skills and product knowledge refreshment training once a month.
- Reduced 5% financial report discrepancy on monthly basis by coaching employees and weekly refreshment training.
- Resolved issues through active listening and open-ended questioning, escalating major problems to Asst. Front Desk Manager or Front Office Manager
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
Front Office Agent
Rosewood Hotel
Abu Dhabi, United Arab Emirates
09.2013 - 08.2014
- Directed phone inquiries, answered customer questions and scheduled appointments.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Determined amounts due and accepted payments.
- Composed and processed routine e-mail correspondence.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
Guest Service Agent
Traders Hotel by Shangri-La
Abu Dhabi, United Arab Emirates
05.2011 - 06.2013
- Greeted guests upon arrival and offered assistance.
- Performing all check-in and check –out tasks.
- Represents the hotel to the guest throughout all the guest's stay.
- Assist guests registration cards and assigns rooms, accommodating special requests whenever possible.
- Answering any questions recommending activities and restaurants to the guests, and answering any phone calls.
- Maintained consistent positive customer feedback.
Education
Diploma - Room Division Management
Bandung Institute of Tourism, UNWTO
Indonesia 09.2006 - 08.2009
Skills
Hospitality service expertise
Software
Oasys
Birch Street
Givex
Ms Office
Accomplishments
- Top Upseller in Traders Hotel by Shangri La in 2012
- Top Upseller in Rosewood Abu Dhabi in 2014.
Additional Information
Personal Development Course Online Training Harvard Mentor Management 2014-2017
Certification
Harvard Mentor Management
Timeline
Harvard Mentor Management
01-2018
Assistant Front Desk Manager
Rosewood Hotel
01.2018 - 07.2021
Front Office Supervisor
Rosewood Hotel
08.2014 - 01.2018
Front Office Agent
Rosewood Hotel
09.2013 - 08.2014
Guest Service Agent
Traders Hotel by Shangri-La
05.2011 - 06.2013
Diploma - Room Division Management
Bandung Institute of Tourism, UNWTO
09.2006 - 08.2009
Similar Profiles
Vishal TiwariVishal Tiwari
Housekeeping manager at Rosewood hotelHousekeeping manager at Rosewood hotel
Myat Bhone HtooMyat Bhone Htoo
Bakery Chef at Rosewood HotelBakery Chef at Rosewood Hotel
WIN HTUT OOWIN HTUT OO
Bar Supervisor / AAM - Hidden Bar at ROSEWOOD HOTELBar Supervisor / AAM - Hidden Bar at ROSEWOOD HOTEL