Maria Intan Christina Tulong
Hospitality
Surabaya
Summary
Professional with keen focus on team collaboration and achieving results. Skilled in managing front office operations, excelling in guest relations management and operations oversight.
Adept at financial reporting and optimizing workflows, ensuring seamless front desk operations and memorable guest experiences.
Strong communication and problem-solving abilities, adaptable to changing needs and reliable in all situations.
Prepared to make significant impact by leveraging organizational skills and customer-centric approach.
Overview
9
9
years of professional experience
4
4
Certifications
Work History
Assistant Front Office Manager
Novotel Samator Surabaya Timur
05.2021 - 02.2025
- Supervise Front Desk Operations:
Assist in managing the front desk team, including receptionists and concierge staff.
Ensure that all guest interactions are courteous, professional, and efficient.
Ensure proper handling of guest check-ins and check-outs, and maintain smooth operations during busy periods.
Oversee reservations and room assignments, ensuring all guests are accommodated as per their preferences. - Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Customer Service:
Address guest complaints, concerns, and requests in a timely and effective manner.
Ensure that all guests experience a welcoming and memorable stay.
Maintain excellent communication between front desk and other hotel departments to meet guest needs. - Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Staff Training and Development:
Assist in the hiring, training, and performance evaluation of front desk staff.
Provide coaching and mentorship to team members to improve service delivery and job performance.
Ensure staff adheres to hotel policies and procedures. - Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
- Operational Management:
Support the Front Office Manager in overseeing daily front desk operations, ensuring compliance with hotel standards.
Handle check-in/check-out procedures, including processing payments and managing room keys.
Manage guest accounts, including ensuring accuracy of charges and billing details.
Ensure proper documentation of guest interactions and resolve issues promptly. - Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Coordination with Other Departments:
Work closely with housekeeping, maintenance, and other departments to ensure guest needs are met.
Communicate guest requests, issues, or feedback to relevant departments. - Administrative Responsibilities:
Assist in maintaining accurate guest records and ensuring all data is updated and correct.
Help in scheduling staff shifts, ensuring coverage during peak times.
Prepare daily reports on front office performance, occupancy, and guest feedback. - Revenue Management Support:
Assist in managing room rates and availability in collaboration with the Front Office Manager.
Ensure optimal room occupancy and revenue generation through strategic planning.
Duty Manager
Novotel Samator Surabaya Timur
Surabaya, East Java
02.2020 - 02.2021
- Guest Services Management:
Serve as the main point of contact for guest inquiries, concerns, and complaints during the assigned shift.
Ensure all guest issues are resolved promptly and professionally, maintaining high levels of guest satisfaction.
Monitor guest feedback and address service-related issues to improve the guest experience. - Supervision of Hotel Operations:
Oversee hotel operations and ensure that all departments (front desk, housekeeping, F&B, etc.) are functioning efficiently.
Ensure that all hotel services are operating in accordance with established policies and procedures.
Assist in managing guest check-ins and check-outs as necessary to ensure smooth operations. - Staff Supervision and Coordination:
Supervise and manage the performance of on-duty hotel staff, including front desk personnel, housekeeping, maintenance, and security.
Ensure that staff follows hotel policies and procedures, providing guidance and support as needed.
Address any staff-related issues, including performance or behavioral concerns, and report them to upper management. - Handling Emergency Situations:
Act as the key point of contact for emergencies or critical situations, including medical issues, security breaches, or guest complaints.
Ensure the hotel’s emergency protocols are followed effectively.
Make decisions in the absence of senior management, especially in crisis situations. - Daily Operations and Facility Management:
Monitor the hotel’s physical condition, ensuring all areas are well-maintained and any necessary repairs or maintenance are reported promptly.
Oversee cleanliness, safety, and guest comfort throughout the property.
Ensure adherence to health, safety, and fire regulations. - Staff Training and Development:
Provide on-the-job training and coaching to employees during their shift to ensure high standards of service.
Evaluate staff performance and assist in the development of training programs as needed. - Communication and Reporting:
Maintain clear communication with the Operations or Hotel Manager, ensuring that all shift activities and incidents are accurately documented.
Ensure accurate handover of shift details and important information to the next duty manager or supervisor.
Prepare and submit daily or shift reports on hotel performance, issues encountered, and staff activities. - Financial and Administrative Tasks:
Assist in overseeing daily financial transactions and ensuring the proper handling of guest accounts, billing, and payment processing.
Ensure that guest complaints or issues related to billing and payment are resolved accurately and promptly. - Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
GRO Supervisor
Novotel Samator Surabaya Timur
02.2019 - 02.2020
- Supervision of Guest Relations Team:
Lead and manage the daily operations of the guest relations team, ensuring the team is providing exceptional service to all guests.
Provide guidance and support to the GRO team in handling guest inquiries, requests, and complaints.
Monitor and ensure that all team members adhere to the hotel’s policies and procedures.
Conduct performance reviews and provide regular feedback and coaching to team members. - Guest Services and Satisfaction:
Ensure that all guest interactions, including check-in/check-out, inquiries, and special requests, are handled professionally and efficiently.
Resolve any guest complaints or issues promptly and escalate when necessary, ensuring high levels of satisfaction.
Ensure VIP guests are given special attention, and any special requirements are met. - Training and Development:
Provide ongoing training and development opportunities to the guest relations team, focusing on customer service, communication, and operational skills.
Ensure the team is knowledgeable about hotel services, facilities, and local attractions.
Conduct regular team meetings to discuss performance, share updates, and ensure consistency in service standards. - Guest Experience Management:
Monitor guest feedback through surveys, online reviews, and direct communication to improve service quality.
Implement strategies to enhance the guest experience, including personalized services and anticipatory guest needs.
Ensure that any guest complaints or issues are logged, tracked, and resolved in a timely manner. - Communication and Coordination:
Act as a liaison between the guest relations team and other hotel departments (housekeeping, food and beverage, maintenance, etc.) to meet guest needs.
Ensure smooth communication between the front office and other hotel departments, especially when managing high-priority guest requests or complaints.
Communicate with the management team regarding any important guest feedback or operational issues. - Administrative Responsibilities:
Maintain accurate guest profiles and records in the property management system.
Ensure that all relevant guest data, including preferences and special requests, is captured and utilized to improve future stays.
Prepare reports on guest satisfaction, team performance, and operational challenges for management. - Event and Special Requests Management:
Oversee arrangements for special events, group bookings, and any guest-specific needs.
Coordinate personalized services for VIP guests, including welcome amenities, room preferences, and special requests. - Maintaining Hotel Standards:
Ensure that guest areas, including the reception and concierge areas, are always well-maintained and presentable.
Monitor the physical presentation of the hotel’s guest services team, ensuring uniform standards are met.
Front Desk Agent
Ibis Styles Jemursari
02.2016 - 01.2019
- Increased customer loyalty with exceptional communication skills and personalized service.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Answered customer telephone calls promptly and appropriately handled needs.
Education
Diploma 3 Of Public Relations - Public Relations
Sunway College
Sunway-Kuala Lumpur, Malaysia 04.2001 -
Skills
Customer service
Complaint handling
Operations management
Guest relations management
Financial reporting
Property management systems
Staff training and development
Employee supervision
Cash handling accuracy
Sales support
Concierge services
Scheduling
Communication management
Workflow optimization
Certification
Handling International Event - 16 Country Asian Volleyball Confederation Men's U20 Championship
Timeline
Handling International Event - 16 Country Asian Volleyball Confederation Men's U20 Championship
07-2024
Handling VVIP President of Republic Indonesia
12-2023
Handling International Event -12 Country Asian Volleyball Confederation Women's Championship
06-2023
Assistant Front Office Manager
Novotel Samator Surabaya Timur
05.2021 - 02.2025
Duty Manager
Novotel Samator Surabaya Timur
02.2020 - 02.2021
GRO Supervisor
Novotel Samator Surabaya Timur
02.2019 - 02.2020
Best Employee Malaysia Indonesia Singapore
04-2018
Front Desk Agent
Ibis Styles Jemursari
02.2016 - 01.2019
Diploma 3 Of Public Relations - Public Relations
Sunway College
04.2001 -
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