Ericko Hanggara
Sydney,Australia
Summary
Dynamic Front Office Manager with over five years of leadership experience across various hotel tiers, from boutique properties to large-scale international brands. Renowned for enhancing guest satisfaction and driving revenue growth, achieving a $35,000 revenue increase through strategic initiatives and boosting guest satisfaction scores by 20%. Skilled in customer service excellence, staff training, and operational improvements, with a strong focus on efficiency and process optimization. Adept at building high-performing teams, fostering a culture of service excellence, and ensuring seamless guest experiences. Passionate about elevating front office operations and seeking opportunities to drive continued success in the hospitality industry.
Overview
6
6
years of professional experience
Work History
Front Office Manager
The Sebel Chatswood
03.2024 - Current
- Reported directly to GM, offering critical support.
- Directed and managed external audit projects.
- Drove front office cultural and operational transformation at underperforming hotel, emphasizing comprehensive training programs.
- Elevated hotel RPS score by 14 points during a twelve-month period.
- Spearheaded revenue optimization strategies, driving significant increases in room revenue through dynamic pricing ($35000 picked up within 2 weeks of implementation)
- Implemented targeted cost-saving measures, reducing front office operational expenses by up to 10% in six weeks.
- Awarded Leader of the Quarter within the hub for outstanding leadership after seven months in role.
- Oversaw reservations received from direct calls and provided room availability information.
- Managed budgeting processes including forecasting revenues and expenses for the hotel.
- Analyzed financial reports, identifying trends and developing strategies for revenue enhancement.
- Overseeing recruitment, mentoring and performance management of front office and housekeeping teams
- Negotiated contracts with vendors and service providers for front office operations.
- Monitored inventory levels of supplies such as linen, amenities to ensure adequate availability of items at all times.
Assistant Front Office Manager
The Star Grand Hotel and Residence Casino
Sydney, Australia
09.2022 - 03.2024
- Oversaw operations of a luxury hotel comprising 442 rooms and 3 separate hotel reception in Sydney.
- Boosted TripAdvisor ranking from position 35 to 6 through strategic initiatives fostering service excellence.
- Led over 25 front desk associates and more than 30 concierge staff in a high-pressure setting.
- Ensured exceptional experiences for high-profile guests through close collaboration with the casino VIP team.
- Oversaw hotel operations across all departments during Department Head's absence.
- Conducted assessments, oversaw recruitment procedures, and deployed training strategies to enhance team performance.
- Monitored financial accuracy, balanced transactions, and ensured adherence to hotel SOPs
- Conducted property inspections to identify quality improvements and safety risks, maintaining high standards
Manager on Duty
Meriton Suites
Mascot, Australia
03.2022 - 09.2022
- Contributed to the successful reopening of the property, ensuring a smooth transition
- Delivered exceptional customer service and resolved guest inquiries promptly
- Worked closely with management to address operational challenges and implement solutions
- Handling administration inquiries (filing, archiving, data entering, mailing, inbox management)
- Contribution to the collection and monitoring of revenue (eg car parking, room service, accommodations)
- Fostered relationships between all hotel departments
- Monitoring team member's performance
Covid Leave
06.2021 - 03.2022
- Went back to Indonesia to assist with family business
- Personal development
Manager on Duty
QT Sydney
Sydney CBD, Australia
05.2019 - 06.2021
- Supported Front Office Manager and leadership team by overseeing daily hotel operations and ensuring seamless service delivery
- Assisted with staff training, motivation, and performance management to foster a productive and high quality work environment
- Identified and resolved operational and physical issues, ensuring smooth front desk operations in a fast-paced environment
- Managed guest inquiries and concerns, ensuring prompt and professional resolution to maintain guest satisfaction
- Communicated policy and procedural changes to the team, ensuring alignment with hotel standards
- Supervised front desk operations
- Effectively managed a fast-paced Front Desk but utilizing excellent management skills
Education
Bachelor of Business - Hotel, Resort and Restaurant Management
Blue Mountains Hotel School
Sydney, Australia12.2018
Skills
- Revenue management
- Operational budget management
- Customer relationship management
- Team leadership
- Staff training
- Performance management
- Conflict resolution
- Data analysis
- Quality assurance
- Contract negotiation
- Inventory management
References
- Jake Guilfoyle, General Manager, QT Sydney, Jake_guilfoyle@evt.com, 0478 059 477
- Liam Zhao, Front Office Manager, Meriton Suites, 0413 178 320
- Lloyd Guerin, Hotel Manager, Meriton Suites, 0413 897 372
- Flynn Hall, Front Office Manager, The Star Grand Hotel and Residence, 0411 513 101
Languages
- English
- Indonesian
- Chinese
Timeline
Front Office Manager
The Sebel Chatswood
03.2024 - Current
Assistant Front Office Manager
The Star Grand Hotel and Residence Casino
09.2022 - 03.2024
Manager on Duty
Meriton Suites
03.2022 - 09.2022
Covid Leave
06.2021 - 03.2022
Manager on Duty
QT Sydney
05.2019 - 06.2021
Bachelor of Business - Hotel, Resort and Restaurant Management
Blue Mountains Hotel School
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