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10 years and 3 months
Executive Lounge Manager
Swissôtel Hotels & Resorts - Jakarta, IndonesiaRooms divisionAugust 2019 - Now · 6 months
Executive Lounge Manager
JW Marriott Jakarta - Jakarta, IndonesiaRooms divisionAugust 2018 - August 2019 · 1 year and 1 month
Monitors food hygiene and food service standards. Conducts daily checks of food and beverage supplies and cleanliness of supplies. Monitors bookings of private rooms at the property. Operates all department equipment as necessary and reporting malfunctions. Coordinates with Executive Chef regarding food presentation at the property. Liaises with Front Office Manager regarding arrival and departure of guests. Ensures employees have the proper supplies and uniforms. Understands and complies with loss prevention policies and procedures. Supervises same day selling procedures to maximize room revenue and property occupancy. Verifies accuracy of room rates to maximize revenue opportunities Uses budgets, operating statements and payroll progress reports as needed to assist in the management of the property Operations. Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals. Understands the impact of Operations on the overall property financial goals and objectives. Participates as needed in the investigation of employee and guest accidents. Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences. Sets a positive example for guest relations. Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints Assists in the review of comment cards and guest satisfaction results with employees. Identifies improvement opportunities in the standards of service and prestige of the property and brand.
Guest Services Manager
Fujairah Rotana Resort & Spa - Fujairah, United Arab EmiratesRooms divisionJuly 2017 - July 2018 · 1 year and 1 month
Maintain an up to date knowledge of Hotel information and local services, including operating hours, promotions, events, attractions and any allied information Elicit Guest feedback and preferences, regarding Hotel services and ensure action is initiated on the same to maximize Guest satisfaction Monitor Guest service personnel to ensure maximum Guest satisfaction through personal recognition and prompt cordial attention from arrival through departure Handle Guest complaints and assist in maintaining smooth relationships between management and Guests by resolving problems arising from Guest complaints and attending to their requests or queries with dispatch immediately Responsible for an efficient, clean, safe and hygienic upholding of all Front Office areas Assure compliance and coordination of Guests needs, requests and personal preference Organise and implement all special needs, personal preferences and amenity distribution in accordance to the departments standards Ensures all arriving Guests being escorted to the rooms and make introductions and proper explanation of the Hotel facilities, Guests rooms and fire exits Operate in a safe and environmentally friendly way to protect guests’ and employees’ health and safety, as well as protect and conserve the environment Comply with the hotel environmental, health and safety policies and procedures
Guest Relations Supervisor
Sofitel Bahrain Zallaq Thalassa Sea & Spa - Manama, BahrainGuest RelationsJune 2015 - June 2017 · 2 years and 1 month
Ensure the guest relations team follow all the hotel procedure and policy. Ensure the guest relations team are aware with hotel knowledge, services and ongoing promotion. Checking all VIP arrival for today & the next day and make sure all special request meets guest preferences. Inspect all VIP rooms, make sure all room features are working properly and cleanliness at the highest standard. Working close with butler to ensure VIP guest satisfaction during their stay. Ensure the smooth check in and check out process for all VIP guest. Meet and greet the guest upon check in and check out to gather guest expectations and feedbacks in order to maximise the score of voice of the guest. Handling guest complaint, resolve and ensure guests are happy with their stay. Maintain the stationary inventory and requisite weekly and monthly requisitions stocks. Trained the new joiner for OPERA system & hotel orientation. Helphing reception and club team for any work demand.
Assistant Guest Relations Manager
The Chedi Sakala Resort & Villas - Ubud, IndonesiaGuest RelationsFebruary 2015 - May 2015 · 4 months
Ensure the guest relations team follow all the hotel procedure and policy. Ensure the guest relations team are aware with hotel knowledge, services and ongoing promotion. Checking all VIP arrival for the next day and make sure all special request meets guest preferences. Checking all VIP rooms, make sure all room features are working properly and cleanliness at the highest standard. Working close with butler to ensure VIP guest satisfaction. Ensure the smooth check in and check out process for all VIP guest. Meet and greet the guest upon check in and check out to gather guest expectations and feedbacks in order to maximise guest satisfaction score. Monitoring hotel rank in social media, investigate the comment and share with team. Preparing monthly training calendar and make sure all the team members are been trained accordingly. Preparing and submitting weekly VIP guest report to Director of Rooms. Handling guest complaint, resolve and ensure guests are happy with their stay. Maintain the stationary inventory and requisite weekly and monthly requisitions stocks. Patrolling of the Hotel premises to ensure smooth hotel operation.
Senior Guest Services Officer
Sofitel Abu Dhabi - Abu Dhabi, United Arab EmiratesFront Office receptionApril 2013 - January 2015 · 1 year and 10 months
Perform Check in and Check out. Prepare focus audit for the next day departure. Handle guest complaints and follow up to resolve them in order to meet guest expectations. Execute cash and currency related functions and tally them accurately before shift closure. Being executive lounge officer and helping butler to ensure VIP guest satisfaction. Prepare welcome letter and amenities for the entire VIP guest arriving the following day. Pre assigned the arrival rooms keeping guests preferences and profile history in mind. Follow up on HOT SOS and coordinate with the respective department in order to avoid any complaints and meet guest expectation. Updating CID and make sure all guest in house are recorded. Receiving reservation over the phone and direct walk in. Upselling the rooms to the next category to increase hotel revenue. Trained to perform business centre and guest relation roles. Trained new joiners for system, hotel knowledge and services. Supervise shift in the absence of Supervisor.
Tenant Relations Officer
Puri Casablanca Service Apartment - Jakarta, IndonesiaFront Office receptionMay 2012 - March 2013 · 11 months
Perform check- in and check- out of the tenants. Inventory check in and check out for mothly guest. Create reservation received over the phone and at the reception counter. Ability to handle complaints and to give immediate solutions. Following up logbook, traces and pending work. Filing system and administrative job. Answers telephone and provide assistance over the phone.
Cegelec Oil & Gas - Bontang, IndonesiaAdministration & GeneralMay 2011 - April 2012 · 1 year
Keeping, managing and filing Angola LNG Trainees data. Monitoring and updating inventory stocks. Preparing & scoring exam for Angola LNG Trainees. Informing and inputting data. Making weekly report for training manager.
Customer Service Representative
Smartfren Telecom - Jakarta, IndonesiaFront Office receptionNovember 2009 - April 2011 · 1 year and 6 months
Serving Customer, setting modem & handling complaint. Up selling, promoting and sales products. Making daily revenue report. Monitoring & making inventory report.
Al Azhar University of Indonesia - South Jakarta, IndonesiaSeptember 2005 - September 2009
Faculty of social sciences majoring of public relations
Native or fluent
Date of birth
October 06th 1987
- Microsoft Excel
- Microsoft power points
- Microsoft Word
- PMS OPERA