Service Sales
Resume:
Heru Hariyanto
Cibinong Vilage Kavling ** Harapan Jaya Cibinong Bogor West java
Cell# +62-878******** // ac2vkj@r.postjobfree.com // Skype: heru hariyanto
Objective
Effective communication / interpersonal skills and a team player
Interact positively with a wide range of people, and establish relationships based on respect
Industry Focused, results - oriented professional with 20 years’ experience in the hotel and cruise line hospitality
Customer service oriented with proven ability to provide team - spirit
Leadership for maximum productivity
Motivated to work efficiently without direct supervision in busy environment
Handling many task simultaneously; able to prioritize workload and multi – task.
Consistently get the job done and exceed expectations
Education & Training
Formal Education:
University of Sahid Jakarta majoring Tourism and Hotel Management with bachelor degree - S.Par. IPK 3.58
In house course (Holland America Line)
Supervisory Excellence Course Training Onboard H.A.L
Carnival Corporation Managerial Excellence Course Training
Connecting with Customers Training
Others
• Pre opening team of Westmark Hotel Anchorage Alaska USA in 2011. A 4 stars hotel owned by Holland America Line
• Pre opening team of Ms. Koningsdam, the 16th ship of Holland America Line, operated in the beginning of 2016.
Professional Experience
Holland America Cruise Line – Seattle Washington, USA
Assistant Executive Housekeeper
June 2011 – current (5+ years)
Assist the Executive Housekeeper to oversee the daily operations and duties in the housekeeping department.
Enforce policies and procedures, Marine Hotel Directives (MHD) and Marine Hotel Operation Manuals (MOM).
Responsible for the daily activities of the Stateroom Inspectors, Public and Crew areas,
Laundry & Valet and the Tailor Shop.
Conduct daily pre-shift meeting with Stateroom Inspectors and Crew.
Prepare work schedules for Stateroom Inspectors, Housekeeping Crew, Laundry and Tailor shop crew within set limits. All working schedules are to be approved by the Chief Housekeeper.
Monitor, on a daily basis, the work performance of the Stateroom Inspectors and all Housekeeping Crew for accomplishment of assigned tasks. Enforce that all work performance meets HAL standard according to the housekeeping policies, procedures and manuals.
Monitor the recording of crew working time and overtime. Submit final wage report to the
Chief Housekeeper for review and approval.
Provide prompt follow-up on guest’s requests/complaints.
Provide prompt follow-up on items noted on “Let Us Know” card and COB comments,
and take corrective actions.
Work closely with Front desk in handling/dealing with guest requests/complaints and follow up promptly.
Monitor tailor shop production and ensure proper tracking of uniforms issued to crewmembers.
Holland America Cruise Line – Seattle Washington, USA
Floor Supervisor / Stateroom Inspector
May 2010 – June 2011 ( 1+ years)
Oversee all operational aspects of the staterooms, corridors, pantries
And steward stations on the assigned decks, ensuring cleanliness, and maintenance and presentation standards are maintained as per HAL standards at all times.
Managed and Supervise 24 housekeepers on daily basis assisting them in making sure that excellent service in terms of cleanliness and all other related customer service is provided and adhered to.
Inspect on a daily basis guest staterooms, corridors, pantries and steward stations for cleanliness, maintenance and setups as per established HAL standards. Inspections are to be carried out both during the morning service and evening service and corrections made to any deficiencies found.
Maintain accurate record keeping, report all maintenances to the Housekeeping Clerk and
follow up promptly on all maintenance deficiencies to ensure prompt completion.
Monitor and enforce compliance to all USPH related cleaning and sanitization procedures on a constant basis is all the pantries, steward stations and guest staterooms on the assigned decks. This includes all NLV protocols, cleaning standards, sanitization procedures, pantry logs etc.
Supervise the baggage collection and distribution process on the assigned decks. Ensure efficient and prompt operation.
Enforce all company policies including MOM’s, compliance regulations, environmental policies and workplace safety standards on the assigned decks. Report any violations to the Assistant Housekeeper-FoH.
Provide training to all stateroom attendants, both On-the-Job and classroom training on a continuous basis.
Follow up on all guest special requests and informs the Executive Housekeeper- of any guest related issues that require management involvement
Preparation of monthly evaluations for Stateroom Attendants, by providing concrete feedback of specific observations.
Holland America Cruise Line – Seattle Washington, USA
Housekeeping Coordinator
August 2006 – February 2010 ( 3+ years)
Posting order for housekeeping material needs that approved by Chief Housekeeper
Pick up and quality controlling all received materials
Distribute all requested item to all sections based on purchase request submitted and approved by Assistant Housekeeper
Record and inventory all items to each housekeeping store
Open, sort, and distribute incoming correspondence, including faxes and email.
File and retrieve corporate documents, records, and reports.
Greet visitors and determine whether they should be given access to the corresponding executive.
Prepare responses to correspondence containing routine inquiries.
Perform general office duties such as maintaining records management systems, and performing basic bookkeeping work.
Prepare agendas and make arrangements for executive management, and other meetings. • Make travel arrangements for executives.
Conduct research, compile data, and prepare papers for consideration and presentation by executives.
Compile, transcribe, and distribute minutes of meetings.
Attend meetings in order to record minutes.
Manage and maintain executives' schedules.
Prepare reports, memos, letters, and other documents, using word processing, spreadsheet, database, and/or presentation software.
Oasis Amir Hotel – Jakarta, Indonesia
Assistant Front Office Manager
May 2003 – July 2006 (2+ years)
Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Ensures employee recognition is taking place on all shifts
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise
negotiating with others.
Strives to improve service performance.
Collaborates with the Front Office Manager on ways to continually improve departmental service.
Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
Handles guest problems and complaints effectively.
Interacts with guests to obtain feedback on product quality and service levels.
Ensures compliance with all Front Office policies, standards and procedures.
Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
Ibis Slipi Hotel – Jakarta, Indonesia
Front Desk Assistant
August 1999 – February 2003 (3+ years)
Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.
Process all payment types such as room charges, cash, checks, debit, or credit.
Process all check-outs including resolving any late and disputed charges.
Answer, record, and process all guest calls, messages, requests, questions, or concerns.
Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed.
Supply guests with directions and information regarding property and local areas of interest.
Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
Complete designated cashier and closing reports in the computer system.
Cash guests' personal checks and traveler's checks.
Count bank at the beginning and end of shift.
Balance and drop receipts according to accounting specifications.
Salak Hotel – Bogor, West Java
Sales and Marketing Coordinator
August 2008 – June 2009 (8+ months)
Report to Hotel Manager
Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.
Determine sales visit under instruction of Sales Marketing Director
Use sales techniques that maximize revenue while maintaining existing guest loyalty to hotel including up-selling.
Determine and give complimentary to guests as gifts for their patronage Promote awareness of
brand image internally and externally.
Process all reservation requests, hangs, and cancellations received by phone, fax, or mail.
Answer, record, and process all guest calls, requests, questions, or concerns.
Perform general office duties to support Sales & Marketing
Salak Hotel – Bogor, West Java
Front Desk Assistant
April 1998 – August 1998 (3+ months)
Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.
Process all payment types such as room charges, cash, checks, debit, or credit.
Process all check-outs including resolving any late and disputed charges.
Answer, record, and process all guest calls, messages, requests, questions, or concerns.
Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed.
Supply guests with directions and information regarding property and local areas of interest.
Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
Complete designated cashier and closing reports in the computer system.
Cash guests' personal checks and traveler's checks.
Count bank at the beginning and end of shift.
Balance and drop receipts according to accounting specifications.
PT. Securicor Indonesia – Jakarta, Indonesia
Control Room Operator
August 1996 – March 1998
Be professional, pleasant, friendly, courteous and helpful at all times whilst carrying out duties to the highest levels.
To ensure exemplary standards in personal grooming, strictly adhering to the uniform requirements.
To deal efficiently and effectively with emergencies including fire and bomb scares ensuring the customers are kept fully informed at all times.
Provide assistance to third party contractors / visitors ensuring all site procedures / policies are adhered too.
To liaise closely with statutory authorities, dealing with incidents and the provision of information.
Maintain continuous monitoring of site radio systems adhering to correct radio procedures at all times.
Diligent management and maintenance of site records / reference materials including Health & Safety records, Incident Forms and the site occurrence book
To provide regular liaison and timely feedback to the management team on all aspects of service delivery, implementing effective solutions and corrective action to enhance the service.
Undertake any other reasonable duties as required to meet the needs of the business
Ensure a timely response to all security issues and events.
To develop excellent working relationships with our on-site customers
Millenium Sirih Hotel – Jakarta, Indonesia
Telephone Operator
July 1995 – July 1996
To consistently provide thoughtful, caring and sincere service
Process all external and internal calls either by redirecting calls or assisting the guests
Take ownership of the guest’s request and ensure follow up according to the hotel’s standards
Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
Maintain and monitor the telephone software system
Serve as a liaison for guests requiring information relating to all aspects of the hotel
Handle and distribute faxes, voice messages and written messages for internal and external guests
Have full knowledge of the hotel’s emergency procedures
Follow department policies, procedures and service standards
duties in employees' absence, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Ensures employee recognition is taking place on all shifts
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise
negotiating with others.
Strives to improve service performance.
Collaborates with the Front Office Manager on ways to continually improve departmental service.
Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
Handles guest problems and complaints effectively.
Interacts with guests to obtain feedback on product quality and service levels.
Ensures compliance with all Front Office policies, standards and procedures.
Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
Ibis Slipi Hotel – Jakarta, Indonesia
Front Desk Assistant
August 1999 – February 2003 (3+ years)
Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.
Process all payment types such as room charges, cash, checks, debit, or credit.
Process all check-outs including resolving any late and disputed charges.
Answer, record, and process all guest calls, messages, requests, questions, or concerns.
Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed.
Supply guests with directions and information regarding property and local areas of interest.
Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
Complete designated cashier and closing reports in the computer system.
Cash guests' personal checks and traveler's checks.
Count bank at the beginning and end of shift.
Balance and drop receipts according to accounting specifications.
Salak Hotel – Bogor, West Java
Sales and Marketing Coordinator
August 2008 – June 2009 (8+ months)
Report to Hotel Manager
Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.
Determine sales visit under instruction of Sales Marketing Director
Use sales techniques that maximize revenue while maintaining existing guest loyalty to hotel including up-selling.
Determine and give complimentary to guests as gifts for their patronage Promote awareness of
brand image internally and externally.
Process all reservation requests, hangs, and cancellations received by phone, fax, or mail.
Answer, record, and process all guest calls, requests, questions, or concerns.
Perform general office duties to support Sales & Marketing
Salak Hotel – Bogor, West Java
Front Desk Assistant
April 1998 – August 1998 (3+ months)
Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.
Process all payment types such as room charges, cash, checks, debit, or credit.
Process all check-outs including resolving any late and disputed charges.
Answer, record, and process all guest calls, messages, requests, questions, or concerns.
Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed.
Supply guests with directions and information regarding property and local areas of interest.
Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
Complete designated cashier and closing reports in the computer system.
Cash guests' personal checks and traveler's checks.
Count bank at the beginning and end of shift.
Balance and drop receipts according to accounting specifications.
PT. Securicor Indonesia – Jakarta, Indonesia
Control Room Operator
August 1996 – March 1998
Be professional, pleasant, friendly, courteous and helpful at all times whilst carrying out duties to the highest levels.
To ensure exemplary standards in personal grooming, strictly adhering to the uniform requirements.
To deal efficiently and effectively with emergencies including fire and bomb scares ensuring the customers are kept fully informed at all times.
Provide assistance to third party contractors / visitors ensuring all site procedures / policies are adhered too.
To liaise closely with statutory authorities, dealing with incidents and the provision of information.
Maintain continuous monitoring of site radio systems adhering to correct radio procedures at all times.
Diligent management and maintenance of site records / reference materials including Health & Safety records, Incident Forms and the site occurrence book
To provide regular liaison and timely feedback to the management team on all aspects of service delivery, implementing effective solutions and corrective action to enhance the service.
Undertake any other reasonable duties as required to meet the needs of the business
Ensure a timely response to all security issues and events.
To develop excellent working relationships with our on-site customers
Millenium Sirih Hotel – Jakarta, Indonesia
Telephone Operator
July 1995 – July 1996
To consistently provide thoughtful, caring and sincere service
Process all external and internal calls either by redirecting calls or assisting the guests
Take ownership of the guest’s request and ensure follow up according to the hotel’s standards
Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
Maintain and monitor the telephone software system
Serve as a liaison for guests requiring information relating to all aspects of the hotel
Handle and distribute faxes, voice messages and written messages for internal and external guests
Have full knowledge of the hotel’s emergency procedures
Follow department policies, procedures and service standards
Contact this candidate