Minato, Tokyo, Japan
Result driven Guest Relations Manager with a proven track record of exceeding expectations and putting people at the heart of everything I do. With an extensive background in Accor hotels in Indonesia, I have successfully led multiple teams and consistently achieved hotel KPIs in guest experience and loyalty member growth. Guest experience is not only my job - it's my calling, it's my DNA. I believe that exceptional service is more than just meeting standards—it's about going above and beyond to create memorable experiences. With this mindset, I have consistently gone the extra mile to anticipate guest needs and exceed their expectations, resulting in unparalleled satisfaction and loyalty. By fostering a culture of personalized care and genuine hospitality, I have developed strong relationships with guests, ensuring their comfort and delight throughout their stay. My ability to connect with people from diverse backgrounds has not only earned me rave reviews but also contributed to a thriving network of loyal and satisfied customers. Driven by a passion for continuous improvement, I have developed and implemented innovative strategies to enhance guest experiences and boost loyalty program enrollments. By leveraging data-driven insights, I have successfully optimized operations and streamlined processes, resulting in increased revenue and improved guest satisfaction scores. Let's connect and explore how we can elevate the guest experience together!
Managed Guest Experience activities and the Loyalty program in 3 hotels: Grand Mercure Surabaya City, Mercure Surabaya Manyar, and Ibis Surabaya Tidar by monitoring future VIP/Accor Elite Member reservations, Trust You survey, and online channels reviews, as well as increasing Accor Plus and Accor Live Limitless member enrollment to meet management target. Created, achieved, and exceeded goals for each team’s performance, from colleague engagement to guest satisfaction and revenue maximization. Improved and maintained guest satisfaction scores through ongoing learning and training of brand standards and service essentials to the Guest Experience team.
Led and supported all Guest Experience initiatives at the property. Built direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback. Attended to referred and unsolved problematic situations such as complaint handling, taking initiative action, and being entrepreneurial. Improved and recovered remarkably by seeking out and utilizing Novotel guest feedback to create action plans. Achievements: Boosted Trip Advisor ranking from 9 to the top 3 of 129 hotels in Manado and won the Trip Advisor traveler choice awards. Achieved Accor target for the highest RPS score among all Accor hotels in Malaysia, Indonesia, and Singapore (MIS) (Target 92, achieved 96, 09% YTD August 2021). Boosted Accor Elite Member Satisfaction Score to top 3 among Accor hotels in Indonesia (9, 20% YTD October 2021). Achieved 100% ACDC performance every month. Increased Brand Audit Score from 92% to 96% 2019.