Siti Humairoh
5011 7st NW ,DC
Summary
Dynamic hospitality executive with over 25 years of operational and market leadership experience, specializing as a General Manager for prestigious 3 and 4-star international hotel groups in Indonesia. Proven track record in managing teams of 50 to 100 employees, excelling in operational process improvements, and driving high guest satisfaction levels while consistently achieving a Gross Operating Profit (GOP) exceeding the industry standard of 28%, even during economic downturns. Actively seeking growth and leadership opportunities within the U.S. hospitality market, leveraging extensive international experience and a commitment to excellence as a recent green card holder. Passionate about fostering team development and enhancing guest experiences in a competitive landscape.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Front Office Manager Mercure Jakarta Gatot Subroto
ACCOR International
01.2019 - 2019
- Manage staff scheduling and training, optimizing team performance and guest engagement.
- Coordinate with housekeeping and maintenance teams to uphold property standards.
- Resolve guest inquiries and complaints promptly, enhancing customer satisfaction levels.
- Monitor financial transactions and reporting for accuracy and compliance with policies.
- Lead front office team meetings to communicate goals, expectations, and performance feedback.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Develop operational procedures that streamline workflows and improve efficiency.
- Implement revenue management strategies to maximize occupancy and profitability.
Assistant Front Office Manager Novotel Bangka Golf & Convention Center
ACCOR
01.2011 - 2011
- Managed daily front office operations, ensuring seamless guest experiences and service excellence.
- Coordinated staff schedules, optimizing resource allocation to meet operational demands.
- Implemented new check-in procedures, enhancing efficiency and reducing wait times for guests.
- Trained and mentored front office staff, fostering a culture of teamwork and high performance.
- Resolved guest complaints promptly, maintaining customer satisfaction and loyalty.
- Led departmental meetings to communicate updates, share best practices, and set performance goals.
- Analyzed front office workflows, identifying areas for process improvement and cost reduction.
- Collaborated with other departments to streamline communication and enhance overall hotel operations.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Drafted employee work schedules to fill coverage gaps.
Duty Manager Aston Kuningan Suites Jakarta
Aston International
01.2010 - 2011
- Managed team schedules, optimizing staffing levels for peak operational efficiency.
- Supervised daily operations to ensure compliance with company standards and protocols.
- Trained new staff on policies, procedures, and customer service standards.
- Coordinated with department heads to resolve issues and enhance service delivery.
- Developed training materials to support ongoing staff development and knowledge retention.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Mentored and supported junior staff members to apply best practices and follow procedures.
General Manager
Yello Hotel Manggarai, Ascott International
01.2024 - 01.2025
- Established partnerships with local businesses to enhance guest experiences and generate additional revenue streams.
- Oversaw compliance with health, safety, and regulatory standards ensuring operational integrity and excellence.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Managed budget implementations, employee evaluations, and contract details.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
General Manager
Batiqa Hotel management
01.2019 - 01.2023
- Directed daily operations to enhance guest satisfaction and streamline service delivery.
- Implemented strategic initiatives improving operational efficiency across hotel departments.
- Mentored department heads, fostering leadership skills and promoting a collaborative work environment.
- Analyzed financial reports to inform budgetary decisions and optimize resource allocation.
- Developed training programs enhancing staff performance and service standards.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Spearheaded marketing campaigns increasing brand visibility and driving occupancy rates.
- Formulated policies and procedures to streamline operations.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Enhanced customer satisfaction with introduction of customer feedback system, leading to service improvements and repeat business.
- Reduced time to market for new products by optimizing development processes and enhancing cross-functional team collaboration.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
Front Office Manager cluster Grand Mercure and Ibis Adisucipto Yogyakarta
ACCOR International
01.2017 - 01.2019
- Supervised front office operations, ensuring seamless guest experiences and exceptional service delivery.
- Developed and implemented standard operating procedures to enhance team efficiency and productivity.
- Trained and mentored staff on customer service excellence and operational best practices.
- Managed scheduling and staffing to optimize front desk coverage during peak hours.
- Coordinated with housekeeping and maintenance teams to ensure timely resolution of guest issues.
- Analyzed guest feedback to identify areas for improvement in service offerings and facility management.
- Led initiatives to streamline check-in/check-out processes, reducing wait times for guests.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Fostered a positive work environment through effective communication and conflict resolution strategies.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Coached employees through day-to-day work and complex problems.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
Front Office Manager Aston priority simatupang hotel & conference center Jakarta
Aston International
01.2014 - 01.2017
- Oversaw front desk operations, ensuring exceptional guest service and satisfaction.
- Developed and implemented standard operating procedures to enhance operational efficiency.
- Trained and mentored front office staff, fostering a collaborative team environment.
- Managed scheduling and staffing, optimizing resource allocation for peak times.
- Analyzed guest feedback to identify areas for improvement in services provided.
- Coordinated with housekeeping and maintenance to ensure timely room readiness.
- Monitored inventory levels of supplies, minimizing costs while maintaining quality service.
- Implemented training programs that improved employee performance and retention rates.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Created, prepared, and delivered reports to various departments.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Implemented staff training programs, improving employee performance and team cohesion.
- Streamlined communication between front office and other hotel departments, improving overall operation efficiency.
- Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.
- Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
- Managed room inventory to optimize occupancy rates, adjusting pricing strategies according to market trends.
Front Office Manager Aston at Kuningan Suites Jakarta
Aston International
01.2012 - 01.2014
- Managed front office operations, ensuring efficient workflow and exceptional guest service.
- Supervised team performance, providing training and support to enhance service delivery.
- Developed and implemented procedures to improve operational efficiency and customer satisfaction.
- Coordinated scheduling and staffing to align with business demands and optimize resources.
- Oversaw inventory management, ensuring adequate supplies for daily operations while minimizing waste.
- Resolved guest complaints promptly, enhancing overall guest experience and loyalty.
- Collaborated with other departments to streamline communication and improve service quality.
- Implemented cross-training program, enhancing team flexibility and coverage during peak periods.
- Increased repeat business by personalizing guest experiences and recognizing loyalty.
- Negotiated with vendors for office supplies, securing cost-effective deals that met our quality standards.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
- Enhanced onboarding process for new front office staff, reducing time to full productivity.
- Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Defined clear targets and objectives and communicated to other team members.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
Assistant front desk manager Novotel Bali Nusa Dua
ACCOR
01.2009 - 01.2010
- Coordinated daily front desk operations, ensuring seamless guest experiences and efficient service delivery.
- Developed training programs for front desk staff, enhancing customer service skills and operational knowledge.
- Implemented new check-in procedures, improving workflow efficiency and reducing guest wait times.
- Oversaw reservation management system, optimizing booking accuracy and maximizing room occupancy rates.
- Collaborated with housekeeping and maintenance teams to address guest concerns promptly, enhancing overall satisfaction.
- Analyzed customer feedback data to identify trends, driving service improvements and strategic decision-making initiatives.
- Managed conflict resolution processes for guest complaints, fostering positive relationships and retaining customer loyalty.
- Resolved conflicts calmly between employees or customers by employing effective communication skills during tense situations.
- Coordinated with other departments to address guest needs promptly, enhancing overall satisfaction levels.
- Responded to customer service inquiries, both in-person and by telephone.
- Assisted in developing staff schedules, ensuring adequate coverage during peak hours and special events.
- Supervised front desk staff consisting of 25 employees.
- Welcomed guests and focused on providing positive lodging experience.
- Implemented new procedures for improved front desk organization, increasing overall efficiency.
- Maintained high level of service and hospitality, contributing to corporate service recognition for property.
Front Desk Supervisor Hotel Ibis Slipi Jakarta
ACCOR
01.2002 - 01.2009
- Supervised front desk operations, ensuring seamless guest check-in and check-out processes.
- Coordinated with housekeeping and maintenance teams to address guest needs effectively.
- Maintained accurate records of reservations, cancellations, and special requests in property management system.
- Developed training materials for new hires, improving onboarding efficiency and consistency.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Scheduled and assigned daily work and activities for team members.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Collected room deposits, fees, and payments.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
Reservation Supervisor Tanjung Lesung Resort Hotel
ACCOR
01.2000 - 01.2002
- Supervised daily reservations operations, ensuring accuracy and efficiency in booking processes.
- Trained and mentored staff on reservation systems and customer service best practices.
- Implemented process improvements to enhance guest satisfaction and streamline operations.
- Collaborated with departments to optimize resource allocation and manage peak demand periods.
- Analyzed reservation data to identify trends, informing strategic decision-making for promotions.
- Developed training materials for staff onboarding, enhancing knowledge of systems and procedures.
- Coordinated with sales teams to align booking strategies with overall business objectives.
- Resolved complex guest inquiries, providing exceptional support to uphold brand reputation.
- Enhanced communication between reservations team members by implementing regular meetings and updates.
- Coordinated with sales teams to maximize group bookings, increasing overall revenue generation potential.
- Developed training materials to help new hires quickly become proficient in company policies and procedures.
Education
B.A. - Hotel Management
College of Economics and Tourism
Yogyakarta, IndonesiaSkills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Operations management
- Project management
- Guest relations
- Property management systems
- Complaint handling
- Financial reporting
- Payroll and budgeting
- Budgeting and financial planning
Certification
Certification in Hotel Industry Analytics (CHIA) from American Lodging and Hotel Association
Timeline
General Manager
Yello Hotel Manggarai, Ascott International
01.2024 - 01.2025
Front Office Manager Mercure Jakarta Gatot Subroto
ACCOR International
01.2019 - 2019
General Manager
Batiqa Hotel management
01.2019 - 01.2023
Front Office Manager cluster Grand Mercure and Ibis Adisucipto Yogyakarta
ACCOR International
01.2017 - 01.2019
Front Office Manager Aston priority simatupang hotel & conference center Jakarta
Aston International
01.2014 - 01.2017
Front Office Manager Aston at Kuningan Suites Jakarta
Aston International
01.2012 - 01.2014
Assistant Front Office Manager Novotel Bangka Golf & Convention Center
ACCOR
01.2011 - 2011
Duty Manager Aston Kuningan Suites Jakarta
Aston International
01.2010 - 2011
Assistant front desk manager Novotel Bali Nusa Dua
ACCOR
01.2009 - 01.2010
Front Desk Supervisor Hotel Ibis Slipi Jakarta
ACCOR
01.2002 - 01.2009
Reservation Supervisor Tanjung Lesung Resort Hotel
ACCOR
01.2000 - 01.2002
B.A. - Hotel Management
College of Economics and Tourism