Hendra Pradika

Experience

• 

  Aston Hotel

  Aug 2009 - Mar 2011

  Guest Service Agent
• 

  Traders Hotel by Shangri-La

  Jun 2011 - May 2013

  Front Office Agent

  Learned the company’s business, administration & logistics systems. Got familiarized with hardware & software tools, focused on acquiring various skills & techniques related to the front desk agent.Started to learn how the front desk department operates including guest service standards, culture, check-in, and check-out procedures.

• 

  Rosewood Abu Dhabi

  Sept 2013 - Jul 2021

  Controlled a team of 21 (6 Guest Services, 3 Concierges, 5 Telephone Operators, and 8 Bellmen) for 189 keys for the Hotel and 131 for the residences, in ensuring an efficient, clean, safe, and hygienic upholding of all front office areas.Handled guest complaints, maintained smooth relationships between management and guests, staff roster preparation, effective room allocation, assuring compliance of guest needs, requests, and preferences.Managed the VIP guests, amenities, and their stay experience, monitored the appearance, standards, and performance of Front Office Team Members with an emphasis on training and teamwork.Assisted the Front desk Manager with P&L reports, cost-saving plans, staff performance, and collaborated with the operations department and colleagues on day-to-day operations, maintained reports for F&B/Rooms up-selling, handled the monthly staff scheduling, attendance, and submission of payroll reports to the Front Desk Manager.HighlightsRaised targets from 320k guest arrivals with 20k room nights/month to 420k guest arrivals with 35k room nights and with the achievement of 95%+ of set targets (31k – 32k room nights). Reduced cost, from AED 20,400 annual expense allocated to the purchase pens in the room to AED 14000 with the creation of a green box for associates that permitted the control of available pens in stock, to reduce purchase power. Stopped the throwing of keycards, and collaborated with the Housekeeping Team in creating a rewards program for the housekeepers, that slashed the budget of up to AED 6000 (from AED 22000 to AED 16000 annual budget) on replacement of cards.Designed training packages for the effective and safe use of VIREX chemicals, and other compliance-related activities. Show less Assisted in running the Front Office department, with 505 guest rooms/month, attended to up to 2200 guests/month during high occupancies. Supervised 11 team members including Front Desk, Concierge, Guest Relations, and Telephone Operators. Exceeded budgeted Upselling by 8% in 2018 and produced upselling results in 2014 that exceeded the achieved revenue on a month-to-month basis compared to 2013.Optimized organizational systems for payment collections, AP/AR, deposit, and recordkeepingReduced 5% financial posting discrepancy on monthly basis by coaching employees and weekly refreshment training.Assisted with check-in, check-out, and room allocations. Show less

  • Assistant Front Desk Manager

    Jan 2018 - Jul 2021

  • Front Office Supervisor

    Aug 2014 - Jan 2018

  • Front Office Agent

    Sept 2013 - Aug 2014
• 

  Emirates

  Oct 2021 - Aug 2022

  Customer Service Executive
• 

  Jumeirah Saadiyat Island Resort

  Sept 2022 - now

  Duty Manager