Front Office Department

Bertina Hindarto

Manyar Kertoarjo */**, Surabaya-60116, Indonesia

Mobile: +628********** E-mail:***************@*****.***

Career Profile

●6 months internship at Mandarin Orchard Singapore (1077 rooms – 5 stars hotel) as an Internship – Front Office

●2 years experience at Pullman Bali Legian Beach, Bali, Indonesia

(351 rooms – 5 stars resort hotel) as a Welcomer Supervisor – Guest Services.

●3 years experience at Pullman Bali Legian Beach, Bali, Indonesia

(351 rooms – 5 stars resort hotel) as a Welcomer Reception and Welcomer Lobby – Guest Services.

●1 year experience at Mercure Grand Mirama Hotel, Surabaya, Indonesia

(126 rooms – 4 stars city hotel) as a Guest Relation Officer and Operator – Guest Services

Key Skills

●Front Office Operations and Reservations

●Knowledge of Opera

●Complaint handling

●Dealing with VIPs

●Administrative Skills

●Language skills, Fluent English

Education

MBA, Majoring in International Tourism and Hospitality Management

SDH Institute (by VATEL), Singapore (2016 - 2018)

Bachelor of Science, Majoring in Hotel Management.

Petra Christian University, Surabaya, Indonesia (2005 – 2010)

Work Experience

Internship (Front Office Department – Top of M Club Lounge)

Mandarin Orchard Singapore

June 2017 – December 2017

Responsibilities:

●Handled guest arrival and departure

●Welcome and greet guests at Club Lounge

●Responding to all guests need

●Assisted with food service preparation

●Make sure club lounge operational running smoothly and guests leave the club lounge with satisfaction

Welcomer Supervisor – Guest Service

(Front Office Department)

Pullman Bali Legian Beach

February 2013 – June 2015

Responsibilities:

●Conducted daily briefing and responsible for leading a shift work daily.

●Co-ordinate with all relevant departments on VIP arrivals, walk-ins, guests with special requests.

●Ensured that all guest’s folios and accounts are properly maintained and controlled.

●Meet and greet VIPs arrivals and departures as highlighted and guests with complaints

●Conducted regular training program to entire Front Office Staff.

●Doubled checks all cashiering related tasks performed by the Guest Service Officer at the end of the shift

●Ensured smooth coordinate of every guest activities, such as arrival, departure, and airport, special requests, etc.

●Handled guest feedback and complaints, communicate to concern department in solving it.

●Responsibled for guest ACCOR membership (in the absence of Ambassador of ACCOR membership).

Welcomer Reception and Welcomer Lobby (Front Office Department)

Pullman Bali Legian Beach

November 2010 – February 2013

Responsibilities:

●Handled guest arrival and departure according to established standard.

●Handled all guest cashiering related activities and maintain a balance float.

●Checked daily traces and house bank, do courtesy call if guest has some issue during their stay, manage wakeup call and transport.

●Resolved all guest issues before escalating it to Duty Manager.

●Handled all guest related enquiries.

Guest Relation Officer and Operator

(Front Office Department)

Mercure Grand Mirama Hotel, Surabaya

Augustus 2009 – Augustus 2010

Responsibilities:

●Handled internal and external calls

●Logs all wake-up call requests and performs wake-up call services

●Trained or assisted with training new telephone operators in performance of job duties.

●Assisted in reporting telephone equipment or service complaints and problems.

●Escorted VIP’s guest to the room and explain about the facilities.

●Meet and greet all guest upon arrival and departure.

●Promoted all hotel special promotions.

Courses

●Certification in Hotel Industry Analytics (CHIA by AHLA) 2016

Personal Profile

●Date of birth : 12 March 1985

●Nationality : Indonesian

●Height / Weight : 155 cm / 49 kg

●Languages spoken : Indonesia and English

Contact this candidate