Summary
Overview
Work History
Education
Skills
Additional Skills
Timeline
Generic
Kiky Rizky

Kiky Rizky

Bismarck,ND

Summary

Manager, Sales and Marketing

Ten years of experience in the hospitality industry and marketing greater attention to details comprising the skills of operation and administrative, capable to supervise, motivate, appropriately allocate resources, foster a positive team environment, delegate responsibilties and manage staff to promote cohesive teamwork in order to achieve company goals. I have been involved in the sales and marketing service, banking and computer hardware. I have alson gained management experience by leading departments in all aspects of day to day operations and development. My extensive work within the customer service, sales, marketing, real estate, graphic design and advertising fields has given me a rich of experiences in different settings.

Overview

28
28
years of professional experience

Work History

General Manager

Ichibann cuisine corporation
Bismarck, ND
06.2011 - Current
  • Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
  • Established and maintained effective communication with staff members to ensure efficient operations.
  • Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
  • Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
  • Coordinated training activities for employees to ensure compliance with company policies and procedures.
  • Maintained relationships with vendors to obtain the best pricing on supplies and materials.
  • Oversaw product development initiatives from concept through completion stages.
  • Created a positive work environment by developing team building activities that encouraged collaboration among departments.
  • Ensured compliance with local health department regulations regarding food safety standards.
  • Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
  • Resolved customer complaints quickly while maintaining high quality standards of service delivery.
  • Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
  • Conducted regular meetings with senior management team to review progress against established objectives.
  • Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
  • Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
  • Developed marketing strategies designed to increase brand awareness within target markets.
  • Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
  • Assisted in the recruitment process by interviewing potential candidates for open positions.
  • Performed routine audits of internal controls in order to maintain accuracy of financial records.
  • Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
  • Trained employees on duties, policies and procedures.
  • Recruited, interviewed and hired qualified staff for open positions.
  • Created schedules and monitored payroll to remain within budget.
  • Supervised employees through planning, assignments and direction.
  • Recruited, trained and empowered employees to achieve key performance indicators.
  • Tracked monthly sales to generate reports for business development planning.
  • Administered employee discipline through verbal and written warnings.
  • Managed inventory levels and conducted corrective action planning to minimize long-term costs.
  • Guided management and supervisory staff to promote smooth operations.
  • Conducted employee evaluations to provide adequate feedback and recognize quality performance.
  • Led employee evaluations with constructive feedback to boost performance.
  • Built and maintained loyal, long-term customer relationships through effective account management.
  • Delivered exceptional client experiences through hands-on leadership of associates and managers.
  • Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
  • Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
  • Designed sales and service strategies to improve revenue and retention.
  • Developed service and sales strategies to improve retention and revenue.
  • Enhanced operational performance by developing effective business strategies, systems and procedures.
  • Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Delegated work to staff, setting priorities and goals.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Implemented successful business strategies to increase revenue and target new markets.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Formed and sustained strategic relationships with clients.
  • Created effective business plans to focus strategic decisions on long-term objectives.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
  • Directed or coordinated financial or budget activities to fund operations and maximize investments.
  • Forecasted customer demand to set prices or credit terms for goods or services.
  • Implemented campaigns and promotions to help with developing goods and services.
  • Structured HR consulting services to support clients during organizational developments and changes.

Front Desk and Night Auditor

Ramada Plaza Hotel
01.2008 - Current

General Manager

Ichibann
Bismarck, ND
10.2013 - 11.2017
  • Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
  • Established and maintained effective communication with staff members to ensure efficient operations.
  • Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
  • Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
  • Coordinated training activities for employees to ensure compliance with company policies and procedures.

Dining Room Server

Little Palm Island Spa and Resort
Little Torch Keys, FL
02.2007 - 01.2008
  • Responsible for day to day operation in the formal dining room
  • Perform the very best service to the most respectful suite guests during dinner time
  • Knowledgeable on every aspect in service including wine sales knowledge.
  • Greeted customers and provided them with menus.
  • Explained daily specials to customers.
  • Took orders from customers and entered them into the point of sale system.
  • Delivered food items to tables in a timely manner.
  • Informed customers about ingredients used in menu items.
  • Cleared tables, refilled beverages, and reset table settings for new guests.
  • Assisted with setting up dining room for special events.
  • Provided excellent customer service to ensure repeat business.
  • Ensured that all dishes were prepared according to restaurant standards.
  • Checked quality of food before serving it to customers.
  • Bussed tables as needed throughout shifts.
  • Responded promptly to customer inquiries or complaints regarding food or services rendered.
  • Stocked glassware, silverware, and condiments at each station throughout shift.
  • Adhered to safety regulations while handling hot plates and trays.
  • Maintained cleanliness of dining area by wiping down surfaces, sweeping floors, and removing debris after meals were served.
  • Followed proper sanitation protocols when cleaning tables and chairs between guests.
  • Assisted in training new servers on proper procedures for taking orders, delivering food, bussing tables.
  • Verified accuracy of bills prior to presenting them to guests for payment.
  • Collaborated with kitchen staff in order to ensure prompt delivery of food items.
  • Developed strong and lasting resident relationships.
  • Communicated with kitchen staff to stay updated on item availability and customer wait times.
  • Stocked server areas with supplies before, during and after shifts.
  • Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
  • Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
  • Monitored dining rooms for safety and customer needs.
  • Documented food orders and ran items to guest tables in dining room.
  • Completed opening and closing checklists to ensure smooth restaurant operations.
  • Provided timely checks on guest needs and brought requests.
  • Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
  • Restocked tables, wait staff areas and order staging areas.
  • Designed emergency protocols to enhance customer and worker safety.
  • Cross-trained as host and helped with tasks such as greeting diners and escorting guests.
  • Refilled drinks and checked with diners to meet specific needs.
  • Checked identification to verify minimum age requirements for consumption of alcoholic beverages.
  • Served food and beverages to patrons and immediately remedied issues with orders.
  • Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
  • Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
  • Satisfied customers by topping off drinks and offering condiments, napkins and other items.
  • Presented menus to patrons to answer questions about offered items and make suitable recommendations.
  • Provided exceptional service to high volume of daily customers.
  • Promoted desserts, appetizers and specialty drinks to optimize sales.
  • Displayed enthusiasm and knowledge about restaurant's menu and products.
  • Operated POS terminals to input orders, split bills and calculate totals.
  • Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
  • Recorded meal selections and transactions in microsystem to deliver prompt service.
  • Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
  • Greeted customers, answered questions and recommended specials to increase profits.
  • Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
  • Trained new employees to perform duties.
  • Explained menu options to guests, offered suggestions and took orders for food and beverages.
  • Served food and beverages to patrons and confirmed complete orders.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
  • Explained menu items, describing ingredients and cooking methods upon request.
  • Stocked service areas with supplies during slow periods.
  • Presented menus and answered questions regarding items.
  • Informed customers of daily specials and signature menu items.
  • Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
  • Prepared checks, itemizing total meal costs and taxes.
  • Set up tables in between patrons to reduce wait times.
  • Filled condiments and napkin containers during slack periods.
  • Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
  • Assisted in preparing salads, appetizers and desserts to speed up food service.
  • Garnished dishes and beverages to serve visually appealing menu items.
  • Brought wine selections to tables with appropriate glasses and poured for customers.

Front Desk and Night Auditors

Best Western
MT
06.2006 - 01.2007
  • Greeted arriving guests and checked them in to their rooms.
  • Processed guest check-outs, including payment processing and providing receipts.
  • Monitored hotel occupancy, rate availability, and special requests or needs of guests.
  • Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
  • Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
  • Responded to customer inquiries regarding hotel services, reservations, directions.
  • Answered telephone calls from customers related to billing inquiries or complaints.
  • Maintained a secure environment for the protection of guests' property and assets.
  • Assisted with the preparation of daily bank deposits for all departments within the hotel.
  • Ensured that all front desk personnel followed established procedures for guest check-in and check-out policies.
  • Verified that all charges posted were accurate prior to submitting final bills to guests.
  • Provided support to housekeeping staff by preparing keys for departing guests when requested.
  • Conducted security checks throughout the night to ensure safety of hotel premises and guests' belongings.
  • Completed end-of-day reconciliations of cash drawers and credit card transactions.
  • Reported any discrepancies immediately upon discovering them.
  • Prepared detailed audit reports at the end of each shift.
  • Received payments from customers via cash or credit cards.
  • Resolved customer issues quickly while maintaining a high level of professionalism.
  • Administered employee time records ensuring compliance with company policy.
  • Reviewed previous day's sales figures against current day's sales report before submitting it to management team.
  • Performed routine maintenance tasks around the lobby area such as cleaning up spills or debris after hours.
  • Inspected alarm systems daily for proper operation and troubleshot any problems encountered during inspection process.
  • Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
  • Audited and balanced cash and credit transactions daily and reset register for next day's operations.
  • Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
  • Checked auditing discrepancies by reconciling cash drop and credit card transactions.
  • Performed balance procedures for hotel accounts and resolved discrepancies.
  • Completed nightly updates to hotel rates and individual room charges.
  • Documented wake-up requests and set up automatic calls in system.
  • Maintained cleanliness of bathrooms, lobby and front desk.
  • Assessed checklist on daily basis and planned shift accordingly.
  • Coordinated with guest services and concierge team to meet guest needs.
  • Maintained well-stocked and presentable complementary food and beverage station.
  • Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
  • Assisted guests in locating amenities such as casino, gift shop, restaurants, fitness center, pool and spa.
  • Assessed data and information to check entries, calculations and billing codes for accuracy.
  • Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring.
  • Attended mandatory meetings for hotel staff and brought issues to attention of upper management.
  • Coded invoices and other records to maintain organized and accurate records.
  • Tracked income and expenses for business using accounting software.
  • Maintained current understanding of state and federal accounting procedures to prevent legal or compliance issues.
  • Prepared weekly payroll for team of salaried and hourly employees.
  • Assisted guests at check-in, providing information on various services within hotel.
  • Answered guest inquiries, recommending shopping, dining or entertainment.
  • Input and confirmed reservations for guests.
  • Kept records of room availability and guest accounts, manually or using computers.
  • Recorded guest comments or complaints, escalating to management for immediate resolution.
  • Advised housekeeping staff of rooms vacated and ready for cleaning.
  • Computed bills, collected payments and made change for guests.
  • Greeted, registered and assigned rooms to hotel or motel guests.
  • Reviewed accounts and charges with guests during check out process.
  • Contacted housekeeping or maintenance staff to report room or building issues.
  • Verified customer credit to establish payment method for accommodations.
  • Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
  • Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
  • Transmitted and received messages using telephones or telephone switchboards.
  • Issued room keys and escort instructions to bellhops.
  • Arranged tours, taxis or restaurant reservations for customers.
  • Performed bookkeeping activities to balance accounts and conduct nightly audits.
  • Posted incidental charges to ledgers, manually or by using computers.
  • Date-stamped, sorted and racked incoming mail and messages.
  • Deposited guest valuables in hotel safes or safe-deposit boxes.

Operations Manager

Apple Indonesia
Jakarta , Indonesian
02.2005 - 01.2006
  • Responsible for quality of service provided in five outlets
  • Organizing daily store requisition for outlets
  • Decision maker in creating the standards and procedures for the company
  • Business development: Arranging and setting proportional budgeting for operations
  • Succesfuly record of project completion, strategic infrastructure implementation and personnel development
  • Achieving company’s target to expected level
  • Creating season’s package, special event menu and market aiming
  • Marketing development: I have demonstrated the ability to implement cutting edge technological in order to maximize operational efficiency and increase profitability
  • Monthly sales report to board of directors
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
  • Increased the sales by developing incentive program plan for employees
  • Making a profitable agreement for the firm with other companies
  • Issued disciplinary actions to employees who violate work standards
  • Conducting in-house training plans for all outlet managers
  • Created training plan for the year of 2006.
  • Directed operations staff by providing guidance, training, and support in order to meet company objectives.
  • Developed and implemented operational procedures to ensure quality standards are met.
  • Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
  • Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
  • Collaborated with management team on long-term strategic planning initiatives for the organization.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Assessed employee development needs and provided feedback on their progress towards meeting goals.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
  • Motivated and evaluated personnel for performance improvement and goal achievement.
  • Guided employees on understanding and meeting changing customer needs and expectations.

Premier Customer Service

Hong Kong and Shanghai Banking Corp. Ltd.
Jakarta
12.2003 - 01.2005
  • I have succesfully developed account performance that consistently exceeds goals
  • I have generated a large network of resources and contacts that has greatly attributed to the profitabilty to the company
  • I have the skills necessary to recognize both the internal and external costomer and the need to constantly exceed their expectations
  • Provide quality service to every customer according to company’s standard.
  • Provided timely and accurate responses to customer inquiries regarding products, services, and policies.
  • Assisted customers in resolving issues with their accounts or orders.
  • Created reports of customer service activities for management review.
  • Received incoming calls from customers and responded to inquiries about product features and benefits.
  • Maintained a professional attitude while providing excellent customer service.
  • Performed data entry tasks to keep records up-to-date and accurately entered into the system.
  • Identified potential problems and escalated them as needed to ensure resolution.
  • Resolved customer complaints in a timely manner by addressing root causes of the issue.
  • Suggested improvements to existing procedures based on customer feedback.
  • Developed relationships with customers through friendly interactions over the phone.
  • Maintained current knowledge of company products, services, and processes.
  • Followed up with customers after calls to ensure satisfaction with service provided.
  • Initiated contact with customers via telephone or email when necessary.
  • Worked closely with other departments to resolve complex customer issues.
  • Explored alternative solutions when initial attempts failed to resolve an issue.
  • Monitored call volume trends to determine staffing needs for peak times.
  • Utilized computer systems such as Microsoft Office Suite for data entry purposes.
  • Tracked all customer interactions using internal software applications.
  • Adhered strictly to departmental policies and procedures at all times.
  • Assisted team members with difficult calls or queries when required.
  • Provided ongoing support for customers throughout the entire sales process.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Supported sales team members to drive growth and development.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Updated databases with new and modified customer data.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Collected deposits or payments and arranged for billing.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Promoted available products and services to customers during service, account management and order calls.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Mentored junior team members and managed employee relationships.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Strengthened customer retention by offering discount options.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Increased customer satisfaction ratings [Number]% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Contacted customers about potential service upgrades, new [Type] services and account changes.
  • Excelled in exceeding daily credit card application goals.
  • Updated [Type] system with order specifics and customer details, preferences and billing information.
  • Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
  • Led on- and off-site customer support teams across multiple time zones.
  • Oversaw warranty counseling process to manage expense controls.

Dining room server

Holland America Line, West Tours Inc.
08.2000 - 10.2003
  • Capable of organizing the restaurant for various international food promotions
  • Rotated in four different restaurants for one year
  • Attention to details in all aspect surrounds the service area.
  • Greeted customers and provided them with menus.
  • Explained daily specials to customers.
  • Took orders from customers and entered them into the point of sale system.
  • Delivered food items to tables in a timely manner.
  • Informed customers about ingredients used in menu items.
  • Cleared tables, refilled beverages, and reset table settings for new guests.
  • Assisted with setting up dining room for special events.
  • Provided excellent customer service to ensure repeat business.
  • Ensured that all dishes were prepared according to restaurant standards.
  • Checked quality of food before serving it to customers.
  • Operated cash register accurately and efficiently during shift changes.
  • Bussed tables as needed throughout shifts.
  • Responded promptly to customer inquiries or complaints regarding food or services rendered.
  • Stocked glassware, silverware, and condiments at each station throughout shift.
  • Adhered to safety regulations while handling hot plates and trays.
  • Maintained cleanliness of dining area by wiping down surfaces, sweeping floors, and removing debris after meals were served.
  • Followed proper sanitation protocols when cleaning tables and chairs between guests.
  • Organized take-out orders for pick up or delivery upon request.
  • Assisted in training new servers on proper procedures for taking orders, delivering food, bussing tables.
  • Verified accuracy of bills prior to presenting them to guests for payment.
  • Collaborated with kitchen staff in order to ensure prompt delivery of food items.
  • Developed strong and lasting resident relationships.
  • Communicated with kitchen staff to stay updated on item availability and customer wait times.
  • Stocked server areas with supplies before, during and after shifts.
  • Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
  • Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
  • Monitored dining rooms for safety and customer needs.
  • Documented food orders and ran items to guest tables in dining room.
  • Completed opening and closing checklists to ensure smooth restaurant operations.
  • Provided timely checks on guest needs and brought requests.
  • Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
  • Restocked tables, wait staff areas and order staging areas.
  • Designed emergency protocols to enhance customer and worker safety.
  • Cross-trained as host and helped with tasks such as greeting diners and escorting guests.
  • Refilled drinks and checked with diners to meet specific needs.
  • Checked identification to verify minimum age requirements for consumption of alcoholic beverages.
  • Cleaned tables and chairs to prepare dining area for next customers.
  • Trained new employees on restaurant procedures and plating techniques.
  • Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
  • Addressed complaints to kitchen staff and served replacement items.
  • Served food and beverages to patrons and immediately remedied issues with orders.
  • Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
  • Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
  • Satisfied customers by topping off drinks and offering condiments, napkins and other items.
  • Presented menus to patrons to answer questions about offered items and make suitable recommendations.
  • Displayed enthusiasm and knowledge about restaurant's menu and products.
  • Promoted desserts, appetizers and specialty drinks to optimize sales.
  • Provided exceptional service to high volume of daily customers.
  • Operated POS terminals to input orders, split bills and calculate totals.
  • Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
  • Recorded meal selections and transactions in microsystem to deliver prompt service.
  • Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
  • Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
  • Trained new employees to perform duties.
  • Explained menu options to guests, offered suggestions and took orders for food and beverages.
  • Served food and beverages to patrons and confirmed complete orders.
  • Collected dirty dishes and glasses from tables or counters, preparing areas for next diners.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
  • Explained menu items, describing ingredients and cooking methods upon request.
  • Stocked service areas with supplies during slow periods.
  • Presented menus and answered questions regarding items.
  • Informed customers of daily specials and signature menu items.
  • Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
  • Took reservations and to-go orders to streamline process for both customer and restaurant.
  • Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
  • Assisted in preparing salads, appetizers and desserts to speed up food service.
  • Responded to ad hoc cleaning duties at end of shift.
  • Garnished dishes and beverages to serve visually appealing menu items.
  • Brought wine selections to tables with appropriate glasses and poured for customers.
  • Set up tables in between patrons to reduce wait times.
  • Filled condiments and napkin containers during slack periods.

Guest Relations Officer

Hotel Menara Peninsula
Jakarta, Indonesia
10.1998 - 07.2000
  • Responsible for daily guest’s registration in the front office
  • Provide quality service to every guest according to service standards
  • Acting as duty manager in the hotel during peak season.
  • Greeted guests upon arrival, providing information and assistance with check-in procedures.
  • Provided personalized customer service to ensure satisfaction of guest needs and expectations.
  • Maintained accurate records of guest preferences in order to provide a more personal experience for future visits.
  • Managed complaints and inquiries from guests promptly and professionally.
  • Conducted tours of the facility, highlighting amenities and services available to guests.
  • Coordinated special events, such as weddings or corporate functions, ensuring that all details were taken care of prior to the event start date.
  • Ensured compliance with safety regulations throughout the property.
  • Assisted guests with transportation needs, booking taxi cabs or rental cars when necessary.
  • Handled reservations over the phone and online using various booking systems.
  • Organized welcome packages for VIP guests that included special gifts or amenities.
  • Created reports on occupancy rates and other relevant data related to hotel operations.
  • Processed payments for room charges, taxes, incidentals. using a POS system.
  • Collaborated with other departments within the company to ensure smooth operations at all times.
  • Developed promotional materials for upcoming events or deals offered by the hotel and resort.
  • Performed administrative tasks such as filing documents or updating databases when needed.
  • Tracked room inventory levels in order to meet demand during peak seasons.
  • Monitored housekeeping staff performance in order to guarantee high standards of cleanliness throughout the property.
  • Provided concierge services including restaurant recommendations or directions around town.
  • Inspected rooms regularly in order to identify any maintenance issues that may need attention.
  • Attended meetings with other department heads on a regular basis in order to stay updated on changes within the organization.
  • Participated in weekly training sessions in order to stay up-to-date on new policies or procedures.
  • Answered questions regarding local attractions and activities from guests seeking advice about things to do while visiting.
  • Helped maintain an overall positive atmosphere throughout the facility by providing friendly customer service at all times.
  • Responded to guests, including email, telephone and in-person inquiries.
  • Greeted arriving guests to provide assistance and facilitate check-ins.
  • Assisted guests in answering questions and completing check-in and check-out processes.
  • Resolved guest challenges and complaints by applying resourceful and actionable solutions.
  • Answered guest inquiries regarding hotel offerings and services.
  • Provided guest assistance and information regarding local attractions and points of interest.
  • Investigated guest complaints and utilized critical thinking to foster expedient resolution.
  • Recommended local area establishments or services to suit guest interests and plans.
  • Maintained guest satisfaction and loyalty demonstrated through multiple online reviews.
  • Streamlined daily operations, including check-in and check-out processes, to increase efficiency and satisfaction.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Supported sales team members to drive growth and development.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Updated databases with new and modified customer data.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Collected deposits or payments and arranged for billing.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Promoted available products and services to customers during service, account management and order calls.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Mentored junior team members and managed employee relationships.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Strengthened customer retention by offering discount options.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Increased customer satisfaction ratings [Number]% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Excelled in exceeding daily credit card application goals.
  • Updated [Type] system with order specifics and customer details, preferences and billing information.
  • Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
  • Led on- and off-site customer support teams across multiple time zones.
  • Oversaw warranty counseling process to manage expense controls.

Sales and Advertising

Planet Hollywood
Jakarta, Indonesia
10.1996 - 02.1998
  • Succesfully achieved company's target for season's plan
  • Always rise to the occasion no matter what the problem is presented.

Internship in Hotel Department

Transit Hotel Changi International Airport
Singapore
01.1996 - 04.1996
  • Receptionist at front desk, waiter in room service, restaurant, bar and banquet.

Education

Some College (No Degree) -

Police Academy
Bismarck, ND

Skills

  • I’m very intuitive about people behavior and attitudes, body gestures, moods etc and also learning how to listen and interact with people and how to understand them in ways that make them feel like they’re being listened I’m motivated by law and being here it’s because I follow the law all the way through

Additional Skills

Windows programs, Info Genesis, Fidelio, Micros, Msi and Opera lite, Fluent in Bahasa

Timeline

General Manager

Ichibann
10.2013 - 11.2017

General Manager

Ichibann cuisine corporation
06.2011 - Current

Front Desk and Night Auditor

Ramada Plaza Hotel
01.2008 - Current

Dining Room Server

Little Palm Island Spa and Resort
02.2007 - 01.2008

Front Desk and Night Auditors

Best Western
06.2006 - 01.2007

Operations Manager

Apple Indonesia
02.2005 - 01.2006

Premier Customer Service

Hong Kong and Shanghai Banking Corp. Ltd.
12.2003 - 01.2005

Dining room server

Holland America Line, West Tours Inc.
08.2000 - 10.2003

Guest Relations Officer

Hotel Menara Peninsula
10.1998 - 07.2000

Sales and Advertising

Planet Hollywood
10.1996 - 02.1998

Internship in Hotel Department

Transit Hotel Changi International Airport
01.1996 - 04.1996

Some College (No Degree) -

Police Academy

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