Ari Merta
KLUNGKUNG BALI,INDONESIA
Summary
Caring and Professional Guest Services and Port Adventures with nearly 9 years of working experience at Walt Disney Company. with excellent experience in industry. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication and organization skills. Organized and familiar with administrative duties. Extensive experience working with other department and collaborating to create the best possible experience for all guests. A history of succeeding in the service industry while providing unmatched customer service at all times.
Overview
17
17
years of professional experience
Work History
Guest Service Representative
WALT DISNEY COMPANY
01.2021 - Current
- To provide positive first impression
- Provide information for all Guest regarding staterooms, benefit, restaurant, assembly stations point in case of emergency
- Took reservations over phone and through email, recording guest information in computer system and verifying details
- Collaborated closely with other departments to meet guest needs and provide best possible experience
- Greeted Guest upon arrival, offered assistance, and answered questions to build rapport and retention
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction
- Resolved guest complaints and discrepancies in prompt and courteous manner
- Create Magical Experience for all Guest on board
- Answer main switchboard calls; appropriately route calls
- Assist Guest with internet and DCL Navigator app challenges
- Respond to chat calls, respond appropriately and record on log
- Assist Guest with booking future cruse placeholders onboard the ships
- Facilitate Guest requests and assist in the delivery of Guest items to staterooms
- Provide Guest information and assistance as needed on Castaway Cay
- Maintains a cash float of $10000, responsible for cash handling, currency exchange and balancing money
- Take action and follow through on all Guest issues
- Responsible for computer work associated with Guest transactions
- Call Shore Side Team for Guest status not been updated or OBC
- When assigned the role of Night Host, fulfill duties as required
- When assigned Night Host role, print gratuities and comment cards for delivery to Guest staterooms by Housekeeping, according to the specific ship's operations and itinerary
- Assist in any other areas of Guest Services as required
- Emergency Duties as specified in the ship Assembly Plan
- Kept front desk presentable, managing incoming calls and visitors with utmost professionalism
- Maintained positive working relationship with fellow staff and management
- Safety Management System Responsibilities as specified in SMS 1 in areas under their control
- Greeted and assisted guests by gathering information pertaining to reservations or requests
- Established and upheld high standards, promoting great customer service and assistance to guests
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Entertainment PORT ADVENTURES, WALT DISNEY COMPANY
01.2015 - 01.2021
- Guests in and around the recreational and aquatic facilities onboard, being able to identify anyone in need of assistance and provide immediate care
- Maintain strong skill set in CPR, First Aid and rescue techniques
- Demonstrated rescue techniques and provided first aid in emergency situations
- Detailed safety rules and procedures regarding activities to customers and guests
- Inspected pools and pools areas for adherence to safety protocols
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support
- Monitored safety of guests in and around swimming pool
- Check, Modify, nor Change all Guest excursions through OARS System
- Enhance Guest experiences by resolving issues quickly and in courteous manner
- Check all Guest document including room key and Government Photo ID for check In process
- Assist the Port Adventures tour dispatch operation by escorting Guests on tour
- Heavily involved on the pier operation working with tour operators and ensuring Guests arrive to their assigned bus, leading Guests to their tour guide in a timely manner
- Constantly looking for opportunities to entertain Guests in an appropriate way throughout the day
- Gathered and sorted data for inclusion in reports and files
- Served as contact person and source of information to maintain good communication with clients
- Executed record filing systems to improve document management and organization
- Coordinated repairs for office equipment to keep equipment functional and running
- Received and distributed mail, letters and packages
- Managed bookings, transactions and other administrative tasks to foster excellent customer experiences
- Delivered effective safety debriefings to guests to promote safe environment
- Partnered across departments to run smooth, professional events and activities
- Developed partnerships with external vendors and suppliers to obtain quality products and services.
Physical Education teacher
Gandhi Memorial International School
01.2014 - 01.2015
- Instruct students in a classroom setting on specific exercises, team sports, concepts and overall safety to prevent injuries
- Monitor student physical fitness and measure them against standardized assessments
- Devised appropriate learning plans specific to meeting the individual goals of each student
- Ensure all school equipment and playing fields are in good condition
- Share academic progress and growth based on classroom observations, testing data, assessments, portfolios, and assignments on PTM (Parents Teacher Meeting)
- Instructed students in classroom settings on specific exercises, team sports concept and overall safety to avoid injuries
- Documented individual data and updated classroom records
- Assessed student progress with course material through routine quizzes, final examinations and standardized assessments
- Cultivated collaborative and innovative learning environment to meet each student's unique educational needs
- Talked with students needing extra attention and made plans to assist with problems
- Participated in on-campus activities to support students outside of classroom
- Coordinated with other professional staff members to evaluate and assess science-based curriculum
- Managed classroom behavior to maintain safe and orderly learning environments during physical activities
- Prepared lesson plans to teach age-appropriate exercises in alignment with school curriculum
- Provided guidance and mentoring to students regarding academic, social and emotional issues
- Promoted culture of inclusion, respect and collaboration in classroom.
FRONT OFFICE SUPERVISOR
THE HARRADS HOTEL
01.2012 - 01.2014
- Checking the email and Reservations, Dealing and Solve the guest Compliant, In charge for any transactions (Debit or Credit Card), give the team Briefing every morning, prepared everything for the Hotel Meeting, Write down on Log Book for any guest challenge or complaint, Make a daily report and revenue to FO manager and Send it to General Manager
- Checking and make sure the room is clean and ready for the guest
- Created schedule of front office workers
- Kept close eye on front desk to promptly address and resolve issues
- Fielded complaints from clients and customers and rectified issues
- Defined and documented office procedures by updating SOPs and planning comprehensive training for administrative support staff
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members
- Conducted transactions, confirming patient information and processing according to standard protocol
- Monitored office inventory to maintain supply levels
- Created and optimized employee schedules for shift coverage
- Planned customized itineraries for guests with special activities to support local tourism and entertainment industries
- Organized documents for company communication, travel vouchers and payment services
- Prepared reports to assist business leaders with key decision making and strategic operational planning
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime
- Monitored customer service trends and provided insights to management team for further improvement.
Merchandise
RECREATION Hilton Bali Resort & Spa
01.2007 - 01.2012
- Approach and great guests who come into the shop
- Organized appealing and engaging displays to capture customer interest and drive revenue growth
- Clean, organize and restock floor shelving ensure all items are display ready
- Assist in deliveries, complete initial counts and to track all items and note any missed delivery items
- Store items in stockroom in a clean and organized manor
- Complete inventory check of current stock and update authorized quantity in a log book including sold items
- Continuously monitor presentation of items resetting the items on display
- Note when items have been soiled
- Mark correct pricing on label and update prices for discounted items
- Operate micros system and ensure all items are charged correctly through cash and credit card transactions constantly meeting and exceeding revenue targets
- Provided feedback on competitor activities and best practices
- Handle kids with fun activities swimming rock climbing and feeding the camel, prepared for kids meal and make sure they’re been pick up from their parent or guardian ,cleaning and sanitize all kids equipment and toys certificate
- Engaged participants in recreational activities and team-building exercises
- Developed and monitored safety policies and procedures to facilitate safety of participants.
Education
DIPLOMA OF HOSPITALY
DIPLOMA - OPERATION MANAGEMENT
CERTIFICATE OF GOOGLE , DIGITAL MARKETING -
CERTIFICATE OF A SCRUM MASTER
BUSINESS PLAN AND DEVELOPMENT
DIGITAL INTELLIGENCE
FINANCE ESSENTIALS
MARKETING ESSENTIALS
STARTEGY PLANNING AND EXECUTIONS
PROJECT MANAGEMENT
TIME MANAGEMENT
TALENTS - ATTRACTING AND CULTIVATING
DIFFICULT INTERACTIONS
BUDGETING
LAVERAGING YOUR NETWORK
NEGOTIATING
HIGH SCHOOL DIPLOMA - Executive Assistant And Administrations
Skills
FIDELIOTrouble ShootingPower PointOARS SYSTEMMICROS SYSTEMCash handlingProblem-SolvingFront Desk OperationsVerbal and Written CommunicationPayment ProcessingTeamwork and LeadershipMS Office & MS ExcelComputer Skills
Organization and Time Management
Multitasking Abilities
Data Entry
Policy and procedure adherence
Guest experiences
Price tagging and shelf labeling
Retail sales professional
Stocking and replenishing
Interior and exterior displays
Inventory
Gratuity System
PDA System
Visionline System
Customer Service
First Aid
Reservation Management
Timeline
Guest Service Representative - WALT DISNEY COMPANY
01.2021 - Current
- Entertainment PORT ADVENTURES, WALT DISNEY COMPANY
01.2015 - 01.2021
Physical Education teacher - Gandhi Memorial International School
01.2014 - 01.2015
FRONT OFFICE SUPERVISOR - THE HARRADS HOTEL
01.2012 - 01.2014
Merchandise - RECREATION Hilton Bali Resort & Spa
01.2007 - 01.2012
ALISON - , DIPLOMA OF HOSPITALY
- DIPLOMA, OPERATION MANAGEMENT
GOOGLE - CERTIFICATE OF GOOGLE , DIGITAL MARKETING,
ALISON - , CERTIFICATE OF A SCRUM MASTER
HARVARD MENTOR UNIVERSITY - , BUSINESS PLAN AND DEVELOPMENT
HARVARD MENTOR UNIVERSITY - , DIGITAL INTELLIGENCE
HARVARD MENTOR UNIVERSITY - , FINANCE ESSENTIALS
HARVARD MENTOR UNIVERSITY - , MARKETING ESSENTIALS
HARVARD MENTOR UNIVERSITY - , STARTEGY PLANNING AND EXECUTIONS
HARVARD MENTOR UNIVERSITY - , PROJECT MANAGEMENT
HARVARD MENTOR UNIVERSITY - , TIME MANAGEMENT
HARVARD MENTOR UNIVERSITY - TALENTS, ATTRACTING AND CULTIVATING
HARVARD MENTOR UNIVERSITY - , DIFFICULT INTERACTIONS
HARVARD MENTOR UNIVERSITY - , BUDGETING
HARVARD MENTOR UNIVERSITY - , LAVERAGING YOUR NETWORK
HARVARD MENTOR UNIVERSITY - , NEGOTIATING
SMK N 1 - HIGH SCHOOL DIPLOMA, Executive Assistant And Administrations
Additional Information
Founder of Bali Care and Foundations
Certificate of Life Saving CPR,First Aid, and Lifeguarding
Certificate of Food Allergies and Special Dietary Request
Certificate of Disability Awareness
Certificate of Sexual Harassment
Certificate of Public Health
Certificate of Risk Management Incident Report
Certificate of Risk Management Lost Property
Certificate of Covid - 19 Prevention
Certificate of Occupational Safety Health
Hobbies
Reading book
Work Out
Swimming