ilhamhendrawan701
About Candidate
Dedicated and service-oriented hospitality professional with strong experience in Guest Service Center operations. Proficient in using OPERA PMS and OPERA Cloud systems to support smooth front office and guest service processes. Known for delivering excellent guest experiences, handling guest inquiries and complaints efficiently, and maintaining a high standard of service.
Holds a valid C1/D U.S. visa, Seaman Book, and multiple maritime safety certifications, including Basic Safety Training (BST), Security Awareness Training, Crowd Management, Seafarers with Designated Security Duties, and Crisis Management and Human Behaviour
Work & Experience
Utilized OPERA Cloud for guest management and night audit tasks. Conducted guest check-ins and check-outs with efficiency. Resolved guest complaints and inquiries professionally. Provided personalized service for VIP guests and managed group bookings.
Providing Professional Guest Service Maintaining Cleanliness of Service Areas Coordinating with Kitchen and Front Desk Teams Delivering a Positive Customer Experience
Answer all internal and external phone calls promptly and professionally using the hotel's standard greeting. Handle guest requests, inquiries, and complaints efficiently, ensuring timely follow-up and resolution. Coordinate guest service requests with the appropriate departments (Housekeeping, Engineering, Room Service, etc.). Maintain up-to-date knowledge of hotel services, promotions, and local attractions to assist guests effectively. Ensure wake-up calls are scheduled and delivered accurately. Process room service orders or other guest services via phone as needed. Record all guest complaints and requests accurately in the system Ensure effective communication with other Front Office colleagues and hotel departments to maintain smooth operations. Handle emergency calls in accordance with hotel emergency procedures, remaining calm and professional at all times. Maintain confidentiality regarding guest information and hotel operations. Perform other duties as assigned by the Front Office Manager.