Bagus Hendra

Experience

• 

  Garuda Indonesia

  Aug 2011 - Sept 2021

  Managing service standard at the airport which includes ground handling, check-in process, baggage handling, digital airport services, premium passenger service and many other hospitality functions. Take charge for coordination with related departments and stakeholders to accomplished corporate target in short term as well as long term and ensure to comply with 5-star passenger experience and 5-star covid-19 health protocol.- Builds, implements, controls and manages customer experience by developing three core foundations based on people, process and premise that lead to strategic objective of ground services- Ensure all strategies taken based on customer-oriented with strong development in product, process and service which provide clear and valuable customer behavior to achieve Customer Satisfaction Index target.- Managing or arranging contracts and its service level agreementsin regards to ground services, including ground handling and lounge, by proposing, negotiating, and its dealing process.- Directed and mapped related teams in terms of migrating operational and common-used facilities from Terminal 2 to Terminal 3 of the Soekarno-Hatta Airport, as well as managed the renovation of the facilities in regards to its planning, design, and construction. Show less Support data and analysis to create service standard and guidelines for Airport Services. Join project team to develop and renovate Garuda Indonesia facilities at airport.- Built premium check-in area for Premium Passenger, High Valued Customer, and loyalty passenger.- Created the Branch Oce/Sales Oce and airport facility design manual book.- Built New Garuda Indonesia Facilities in Soekarno Hatta International Airport, such as Business Class Lounge, First Class Lounge, and Arrival Lounge. Show less

  • Senior Manager Pre and Post Flight Services

    Mar 2016 - Sept 2021

  • Service Analyst

    Aug 2011 - Feb 2016
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  Traveloka

  Sept 2021 - now

  Product Manager

  Managing several hotel products which are supplier integration including direct global hotel chains and 3rd party suppliers, travel disruption management covering self-service problem and customer experience, and product operation supporting whole hotel product management. The role is planning and delivering product roadmap in short, mid, and long term as well as aligning the product roadmap with the related stakeholders especially commercial, strategy & growth, and customer care. The role is also taking responsibility to achieve Objective Key Result measured by multiple key metrics. Show less