Guest Service Center Agent - Telephone Operator (Staff)

The Apurva Kempinski Bali
June 26^th 2022 – present
Bali, Indonesia.

Job Description: (1) Handling Telephone Operator inquiries for incoming and/or outgoing calls from both inhouse or outside guests and internal departments for local and international calls; (2) Handling guest's request & complaints; (3) Handling Lost and Found; (4) Following up traces or pending issues to our related department; (5) Conducting APOA Report Immigration for all foreigner guests; (6) Perform due out calls for due out guests on the day; (7) Compile correspondence mail and send pre-arrival email for H+2 and H+5 prior to arrival; (8) Handling wake up call and breakfast box requests; (9) Handling and reply inbox from Google Mail and Guests Message Hub; (10) Pull the Downtime Reports or contingency report; (11) Handling restaurant inquiries and transport arrangements request.

Guest Service Center (Daily Worker)

The Apurva Kempinski Bali
December 20^th 2021 – June 25^th 2022
Bali, Indonesia.

Job Description: (1) Ensure all important information for the day in white board updated correctly (Occupancy, showing room number, etc); (2) Check handover/log sheet and WUC report, follow up accordingly & ensure CALL LOG sheet is opened and ready to be used before log into your console; (3) Ensure Showing Room and or Inspection Key on the day is updated from Night shift (Read on saflok reader) - Liaise with RC/Leader incharge; (4) Follow up traces and ensure all resolved before end of shift, otherwise to be handed over based on the condition. Put any special note on ALERT / TRACES to related section; (5) Due out call Grand Deluxe - Ensure all co/ci has been executed on system (see traces before conduct the call incase any room move or upgrade on the day - Do not call before room ready); (6) Create APOA Report - all foreigner guests checked out on the day by 3 pm or before 00.00; (7) Send Pre Arrival Email H+5 (Grand Deluxe :Non Member, Gold Member) (NO ETA / ETA by default 15:00 or 11:11) - check traces before sending emails, update profile notes when email sent, put traces if any arrangements requested for further action & save correspondence email.

Customer Service Staff

PT. Sindo Utama Cargo (Sindo Shipping)

July 27^th 2021 – November 30^th 2021
Bali, Indonesia.

Job Description: (1) Answer any customer’s chat & inquiries; (2) Handle feedback & complain; (3) Input Master Data for daily received packages & share to customer via WA Group according to marking code; (4) Assisti to book & intruct pick up for customer; (5) Provides information about shipment process (export/import from around the world from/to Indonesia); (6) Monitoring primary mailbox; (7) Inform to customer if there’s any GST from FEDEX & DHL & collect the paymenst; (8) Check & verify the proof of payment wheter it’s in accordance with the invoice bill; (9) Follow up inquiry from new customer & input the data to sales inbound drive; (10) Coordinate with team in warehouse Singapore & Team Batam; and (11) Create daily report.

Front Office (Receptionist) & Admin Staff

The Miracle Villas Nusa Dua

October 26^th 2019 – October 25^th 2020
Bali, Indonesia.

As a Reception: (1) Handle check in & check out process; (2) Assisting for room tour (inspections); (3) Do upsell guest activity, food & beverage, upselling rooms, suites, and/or villas; (3) Explaining all the hotel facilities also terms & conditions; (4) Assisting & escorting the guests around the hotel; (5) Handling complaints; (6) Create a walking guest reservation; (7) Preparing expected arrivals & expected departures list; (8) Do cashiering & manual transactions; (9) Creating daily report.

As an Admin: (1) Handle customer’s deposit & cash flow patty cash; (2) Transfer weekly income to the bank; (3) Contact supplier to provide any necessary regarding villa operational and handle the payment; (4) Handle laundry & linen; and (5) Inventory check.

Sales & Marketing Executive

PT. Smartfren Telecom Tbk

August 1^st 2020 – October 1^st 2020
Bali, Indonesia.

Job Description: (1) Incharge in a designated cellular store; (2) Selling a mobile simcard; (3) Assist for simcard activation; and (4) Mobile selling.

Staff Telephone Operator

Ayodya Resort Bali

June 1^st 2019 – July 1^st 2020
Bali, Indonesia.

Job Description: (1) Answer the incoming calls and replay all related emails; (2) Directs call to guest rooms, staff, or departments through the switchboard or PBX system; (3) Receives guest messages and deliver the same to the guest; (4) Logs all wake-up call requests and performs wake-up call services; (5) Provides information about hotel services to guests; (6) Monitors automated systems including fire alarms and telephone equipment; (7) Broadcast about natural disaster (if any); (8) Assists in telephone equipment report or service complaints and problems; (9) Setup conference calls in different locations and time zones; (10) Update directory information based on Opera System; (11) Create competitors report; and (12) Monitoring on our line telephone (trunk) number.

Staff Guest Relation Officer

TS Suites Leisure Seminyak

November 26^th 2019 – May 22^nd 2020 
Bali, Indonesia. 

Job Description: (1) Do check in & check out process; (2) Do upsell guest activity, food & beverage, upsell rooms, suites, and/or villas; (3) Explaining all the hotel facilities also terms & conditions; (4) Assisting & escorting the guests around the hotel; (5) Handling complaints; (6) Create a walking guest reservation; (7) Preparing expected arrivals & expected departures list; (8) Do cashiering & manual transactions; (9) Create night report.

GRO Support Team for Japanese wedding event

Ayana Resort and Spa Bali

November 9^th – November 11^th 2018 
Bali, Indonesia.

Job Description: (1) Reviewing Expected Arrivals Guest from Opera System; (2) Recognize guest (special dietary, allergic, etc) with always calling guest by name; (3) Make a requesition amenities to related department (Pastry, Floris, & Garde Manger) and distribute by In Room Dining team; (4) Escorting & Assisting the guest to the room & around resort with always value their personal time & contribute to their feeling well; (5) Do upsell on our unique selling point such as (Rock Bar, Aquatonic Pool, Spa on The Rock, Dava Restaurant, etc).

In Room Dining Apprentice Server 

Ayana Resort and Spa

August 7^th 2018 – November 16^th 2018
Bali, Indonesia.

As a TSA (Telephone Sales Agent): pick up the telephone and receive order from guest who stay in Villas or in Resort Building (room), give the explanation of the orders, then punch to the system and forward the orders to the related department (kitchen, bar, server).

As a Server: Deliver the foods & beverages to the room, and doing sweeping and clear up for the dirty plates from inside of the rooms and from each pantries. Sometimes be a server for a romantics dinner.

As a Honor Bar Server: Daily check and set up of the minibar in each rooms to guarantee that items in minibar always completely setup.

Daily Worker at Dava Restaurant

Ayana Resort and Spa

May 20^th 2017 – July 19^th 2018.
Bali, Indonesia.

Job Description: (1) Do preparation for dinner; (2) Handling dinner (as food passer, beverage runner, and taking guest’s order); (3) Explaining to the guest about the key ingredients of the foods/beverges when serving the orders; (4) Preparing ice water and bread’s butter for dinner; (5) Set-up table, polishing and cleaning the dinner equipment (glass, cutleries, placemate); and (6) Checking the cleanliness of the restaurant area.

Daily Worker at Edogin Restaurant 

The Mulia, Mulia Resort & Villas

Dec 23^rd 2016 – January 14^th 2017.
Bali, Indonesia.

Job Description: (1) Making Ocha (hot & cold); (2) Preparing Teppanyaki sauce; (2) Serving the foods and beverages; (3) Clean up and set up the tables; (4) Keep the cleanliness of the section.