- In Charge of all the VIP arrival, during the stay and depature experience.

- Responsible Lobby, Front Desk daily operation for guest and VIP check in, check out, make decision, ensure the customer total satisfation at hotel. - Manage and yield hotel rooms. - Manage the team to provide outstanding service to all VIP, SPG guests through Check in, during the stay, and check out. - Ensure the Front Desk team at their best provides good service consistently to meet hotel KPI. - Satisfy guest requests accoring to hotel policy, Handle guest complaint, disciplinary action when it's necessary. - In charge of Front Office training on daily bases, analyze & evaluate training needs and make department training plans, implement training base on needs with verity of role-playing. - Scheduling management to balancing staff satisfation and hotel operation productively. Recruit potential candidate during pre-opening. - In charge of property SPG operation and develop customer loyalty program, liaison with headquarter in operation area.Design and make plan to promote SPG projects, enrollment & instant awards. - key Driver to initiate upsell program and achieved budget in advance. - Responsible hotel guests and associate crisis management, provide immediate action and report.- Did finalize department, sub-departments JD and S&P

- Assist Front Office Manager to setup operation, group check-in/out, billing instructions.- Coach and train Front Desk staff to ensure the guest Satisfaction at Luxury service level at Check in, Check out, and during their stay.- Taken responsibility of training process towards front office agents by keeping Starwood global standard. - Observe and monitor associates performance to give proper regular appraisal on their performance and coaching where necessary. - Handling of guest feedback and situations throughout the hotel.- Sale the room to potential customer who show the interest. - Act Assistant Manager when senior manager not on board.

- Auditing and balancing all daily transactions. - Preparing Food & Beverage, Rooms Division daily audit reports.- As an auditor play key role in identifying business process and control weaknesses and making recommendations to management, as well as helping to improve risk management processes.- Audit execution and compliance.- Train and coach other interns and new associate.- Identifying key risk area and control in place to monitor risk.- Financial review, cash management and operation.- Observation and recommendations orally and in writing to address the needs of different levels of management.

- General front desk, PBX, reservation operation.- Consistently ensure hotel customer receive outstanding customer service.- Encourage team moral during shifts on daily bases. - Supervise front desk, PBX staffs uphold quality stander, promote team moral, and maintain operation under professional and courteously manner. - Worked under hotel transition of water resort grand opening stage with two millions monthly revenue. - Maintains good customer relations by keeping abreast of in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses. - Assist Front office manager in area of hiring, staffing and scheduling.- Attend weekly hotel revenue meeting together with committee by given key issue and constructive suggestions to GM and Director of Sales.

- Took responsibility as a trainer in area of technical support with lightspeed and Galaxy operation system. - Responsible facilitate training process with Front office Manager during operation system conversion.- Issue guideline towards Front office to coherent brand standards and improve efficiency during hotel grand opening stage. - Motivate and train Guest Service agents to be more productive. Prioritize Front office operation system to improve working environment.

- Consistently maintain high level customer service in 5 stars Hotel and kept high GSI score.- Answered in-coming calls, took orders and promoted up-selling by speaking German- Food delivering with timely fashion under high level of stress.- Handling guest complaints, promote sales profit, maximize guest satisfaction, and coordinated with Front Office and Kitchen staff by speaking German.

- Inspect room and general public area to control and maintain Hotel standard.- Assist Housekeeping Manager to control and coordinate daily room cleaning, turn down service, and arrange tasks between floors and laundry. - Carried luggage as customers required, assist Housekeeping operation, - Controlled Mini-Bar inventory, communicated with guests and coordinated with Front Office.- Ensure guest satisfaction. - Work under high level of work-load and stress.