Hendra Lesmana Email & Phone Number

Doha, Qatar

Qatar

To ensure that all Quality Standards including SLA’s and KPIs are achieved or exceeded.To offer the highest levels of Service Delivery to all Passengers utilising the Airport. Provides inspirational proactive leadership to the Customer service team. Supervises all Front line Customer Service staff to encourage and implement laid down Standard Operating Procedures. Gathers comprehensive customer service feedback data and presents to the Manager Quality Assurance and Customer Service in a timely… Show more To ensure that all Quality Standards including SLA’s and KPIs are achieved or exceeded.To offer the highest levels of Service Delivery to all Passengers utilising the Airport. Provides inspirational proactive leadership to the Customer service team. Supervises all Front line Customer Service staff to encourage and implement laid down Standard Operating Procedures. Gathers comprehensive customer service feedback data and presents to the Manager Quality Assurance and Customer Service in a timely fashion. Generates superior service at all times through the continuous training and development of the Customer Service Team. Any other additional task as assigned by the senior management.-Operational :Ensures Management of security flow through Terminal and compliance to laid-down standards and procedures.Supports Airlines to ensure their business runs effectively.Pays particular Attention to the Special Needs customers and ensures they are all assistance necessary.Proactively seeks out Terminal pressure points and prioritises and directs staff resources accordingly.Provides clear and constant feedback to the Terminal and Landside Duty managers in the event of any disruption or facilities problem.Maintains good contact with FM on any defects that appear on a shift basis.Conducts shift briefings for all information and floor walking staffs to highlight any Terminal WIP and known VIPs or special assistance requests that have been received.Maintains a concise, clear and legible shift report to be transmitted to the DTM at shift end. Also maintains an accurate shift handover log. -Leadership :Supervises the Information desk agents to ensure they continuously provide 5 star services to all the passengers.Guide and direct the Information desk agent and help assess their skills and monitor their performance reporting back to the DTM. Show less

Doha, Qatar

To support Hamad International Airport in preparation to achieve ISO 22301:2012 certification and any other task related but not limited to Business Continuity Management System, such as:• Support and assist in assessing the business continuity preparedness of internal and external Service Providers by reviewing SOP’s, escalation matrixes, and resource availability.• Create and develop internal Business Continuity Awareness Training.• Assist Business Continuity Team for preparation… Show more To support Hamad International Airport in preparation to achieve ISO 22301:2012 certification and any other task related but not limited to Business Continuity Management System, such as:• Support and assist in assessing the business continuity preparedness of internal and external Service Providers by reviewing SOP’s, escalation matrixes, and resource availability.• Create and develop internal Business Continuity Awareness Training.• Assist Business Continuity Team for preparation of Business Impact Analysis review.• Ensure and maintain the Critical Resource Inventory database.• Review of the departmental enterprise risk registers.• Assist and support each department to gather required data for their risk registers.• Deliver training sessions, assist and support each HIA department to establish their Business Continuity Plans (BCPs). • Maintain the Business Continuity Plans database including publishing and distribute to the related departments.• Assist and support each department related to their preparation and completion for exercises and testing, this includes setting a reminder for distribution of the exercise report.• Create internal audit automation tools related to questioners and reports.• Review and assist with Business Continuity Team to identify and correct noncompliance in a timely manner. • Established and develop SharePoint for Business Continuity Management System.• Support and collaborate with other departments for implementing business continuity. Show less

Cargo Terminal , Soekarno - Hatta International Airport

Shall work with appointed Airlines to introduce the cargo product in the market as a GSA of appointed Airline and maintain sales and high standard of service to customers, control of cargo operations, recommend, implement and effectively control pricing, manage employees in compliance with the company’s regulations, policies and procedures Duties and responsibilities include, but are not limited to:- Maintain and expand business in the assigned area.- Negotiate agreements and… Show more Shall work with appointed Airlines to introduce the cargo product in the market as a GSA of appointed Airline and maintain sales and high standard of service to customers, control of cargo operations, recommend, implement and effectively control pricing, manage employees in compliance with the company’s regulations, policies and procedures Duties and responsibilities include, but are not limited to:- Maintain and expand business in the assigned area.- Negotiate agreements and resolves potential issues or problems with clients.- Expands existing or current customer base by recognizing and involving top cargo agents within the area.- Develop business plans to maximize cargo revenues.- Create awareness of all the products and services in the area to magnify market influence and generate future sales.- Prepare, monitor and control budget to ensure compliance with set targets.- Study market conditions to pinpoint new breaks or prospects and possible threats.- Develop sales network and price structure to attain targets and increase revenues.- Implement customer service procedures to ensure customer satisfaction.- Generate management reports for performance evaluation.- Other administrative tasks may include some required budget assistance; payment processing, personnel activities, and staff scheduling.As Operation Support :Must ensure Operational integrity by strictly complying with safety and security regulations, following procedures and regulations established in the operational and safety manuals (CHM, GHM, GOM and SSM).In line with Group guidelines and standard of quality, supervises and performs if applicable activities of local Operations in order to ensure optimal utilization of aircrafts cargo and trucks capacity. Contributing to customer satisfaction and maximization of load factor. Show less

Greater Jakarta Area, Indonesia

KEY RESPONSIBILITIES:* Using an analytical approach, identify appropriate and relevant hotels in Indonesia ( all region)* Full responsibility for negotiating rates, availability, terms and conditions, etc.* Create meaningful report analysis to suppliers to support negotiation * Securing the best rates with hotel partners on both FIT/static and dynamic* Tracking and monitoring competitive performance in terms of price competitiveness * Develop and maintain a… Show more KEY RESPONSIBILITIES:* Using an analytical approach, identify appropriate and relevant hotels in Indonesia ( all region)* Full responsibility for negotiating rates, availability, terms and conditions, etc.* Create meaningful report analysis to suppliers to support negotiation * Securing the best rates with hotel partners on both FIT/static and dynamic* Tracking and monitoring competitive performance in terms of price competitiveness * Develop and maintain a partnership approach with all Hotel partners including travel agent chain.* Develop and enhance effectiveness through extra-net and channel management technology* Provide a weekly, monthly and yearly progress & results summary * Pro-actively and successfully negotiate, throughout the year, special offers and promos with hotels in areas of responsibility * Build effective relationships with internal support functions* Make daily sales calls out in the field, in partner and prospective partner offices, and wherever else is necessary* Maintain a high level of daily customer contact activities including phone calls, in-person meetings,group training sessions, emails, and other engagement activities* Nurtures existing accounts, maintains contact, and responds to client requests;develops thorough profile of client needs.* Monitors account trends, profitability and customer satisfaction; takes action to correct problemsand increase customer loyalty and profitability.* Generates timely product sales reports and action plans; Monitors competitive arena; identifies and develops new accounts. Show less

Soekarno - Hatta International Airport ( Cgk - Wiii )

*Deploying All available resources to best advantage in order to satisfy passenger and operational requirements arising during each duty period to maximize and achieve service and operation standard for passenger and others related department.*Ensuring that Ground Handling Agent and other suppliers are fully briefed regarding Airlines requirements and that they deliver them in a timely and efficient manner so that the service handling proceeds smoothly and achieve passengers expectations… Show more *Deploying All available resources to best advantage in order to satisfy passenger and operational requirements arising during each duty period to maximize and achieve service and operation standard for passenger and others related department.*Ensuring that Ground Handling Agent and other suppliers are fully briefed regarding Airlines requirements and that they deliver them in a timely and efficient manner so that the service handling proceeds smoothly and achieve passengers expectations are meet or exceeded.*Dealing with problem arising such as delays, disruption, excess baggage or denied boarding including implementation of the options scheme, within the guidelines provided by the Airport Traffic Manager in order to retain customer confidence and loyalty.*Investigating and responding to queries, complaint and claims received from various Head Office Departments of Passengers direct, in an efficient ad timely manner in order to restore passenger confidence.Update flight handling reports and to identify, monitor irregularities and discrepancies (passenger, cargo handling, and aircraft) to achieve high service.*Provide necessary support in cargo commercial and operations activities,input statistical and operational data into the database to generate productivity reports,ensure timely, effective communications and information flows and to produce routine reports for flight shift to incorporate required service standards.Ensure accurate completion of all post flight activities including dispatch of message, forwarding documentation and completion if station file. Where required, take appropriate action for any irregularities / discrepancies.*Supervise the cargo operations as required to ensure all activities are completed safely and in and efficient manner,other duties as directed from time to time by Airport Traffic Manager or Senior Airport Official on duty e.g. assistance with Immigration Fines (where appropriate), in order to meet the needs of the operation. Show less

Soekarno - Hatta International Airport / Cgk

*Taking care departure flight and make sure on time performance achieved with maximized all human resource in order to full fill Airlines requirements*Make sure all passengers and baggage accepted and on board with proper and safety.*Face to face direct with passenger and others related department ( Custom, Immigration, Security, etc) to solve problems in daily operations.*Active communicate between ground handling agent in all department related to flight operations.*Double… Show more *Taking care departure flight and make sure on time performance achieved with maximized all human resource in order to full fill Airlines requirements*Make sure all passengers and baggage accepted and on board with proper and safety.*Face to face direct with passenger and others related department ( Custom, Immigration, Security, etc) to solve problems in daily operations.*Active communicate between ground handling agent in all department related to flight operations.*Double check and re check every passengers documents ( Passport, Visa,Residence Card, etc)*Provide Monthly report for Airlines in proper document ( Slide presentation, Excel format, Statistic, etc)*Dealing with passenger in proper manner to avoid complaint and achieved passenger satisfactions. Show less

Amd, Airport Management / Air Transport Management, Diploma 3

Activities and Societies: Senat Mahasiswa Aviasi 2005 / ( Vice Chief )

Sience Class, Ipa

Bachelor Of Business Administration - Bba, Business Administration And Management, General