Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Ericko Hanggara

Sydney

Summary

Dynamic and results-oriented Hotel Operations Leader with over 10 years of experience managing front office operations in diverse hospitality environments. Proven track record of boosting guest satisfaction, reducing costs, and driving revenue growth. Recognized for leading cross-functional teams, streamlining operations, and delivering exceptional guest service. Currently seeking to contribute strategic insight and operational excellence in a senior hospitality role.

Overview

6
6
years of professional experience

Work History

Hotel Operations Manager & Building Manager

ACCOR - The Sebel Chatswood
03.2024 - Current
  • Report directly to the Area General Manager and lead all operational departments including Front Office, Housekeeping, Engineering, Reservations, and C&E.
  • Reduced Housekeeping CPOR by 35% through streamlined processes and renegotiated contracts.
  • Enhanced guest satisfaction by 20% through strategic feedback systems and service quality initiatives.
  • Collaborated with Sales & Marketing to boost event bookings by 15% YoY.
  • Monitored performance against KPIs, improving profitability and ensuring operational compliance.
  • Primary liaison between hotel ownership and management, delivering consistent strategic updates.

Front Office Manager

ACCOR - The Sebel Chatswood
03.2024 - 05.2025
  • Reported directly to the GM and oversaw reservations and daily front office operations.
  • Drove operational turnaround by introducing training plans and SOPs across underperforming areas.
  • Elevated guest review scores by 14 points within 12 months.
  • Led a revenue strategy resulting in $35,000 in incremental room revenue in two weeks.
  • Cut front office expenses by 10% within six weeks via cost-saving initiatives.
  • Named 'Leader of the Quarter' for outstanding performance within the hub.
  • Managed forecasting, budgeting, vendor contracts, and inventory procurement.

Assistant Front Office Manager

The Star Grand Hotel and Residence Casino
09.2022 - 03.2024
  • Led a team of over 55 across Front Desk and Concierge at a 442-room luxury hotel.
  • Boosted TripAdvisor ranking from 35 to 6 by enhancing guest experience programs.
  • Coordinated VIP service delivery in collaboration with Casino Executive Hosts.
  • Served as Duty Manager, overseeing multi-departmental hotel operations in leadership absence.
  • Conducted regular inspections, audits, and process reviews to maintain operational standards.
  • Recruited, trained, and developed team members, improving retention and performance.

Manager on Duty

Meriton Suites
03.2022 - 09.2022
  • Facilitated reopening of Mascot property, driving operational readiness and service alignment.
  • Provided prompt resolutions to guest concerns, improving satisfaction during high occupancy periods.
  • Coordinated with all departments to ensure service continuity and guest engagement.
  • Managed administrative duties including record keeping, inbox management, and billing.
  • Assisted in revenue tracking for accommodation, parking, and room service streams.

Covid Leave

06.2021 - 03.2022
  • Returned to Indonesia to assist with family business and pursue personal development.

Manager on Duty

QT Sydney
05.2019 - 06.2021
  • Supported hotel leadership with daily operations and front office management.
  • Mentored junior team members, focusing on skill-building and high service standards.
  • Resolved guest concerns in a fast-paced, high-pressure environment.
  • Led policy and procedure updates and trained staff on revised SOPs.
  • Maintained consistent service delivery during major events and high-occupancy periods.

Education

Bachelor of Business - Hotel, Resort and Restaurant Management

Blue Mountains Hotel School
12.2018

Skills

  • Revenue Management
  • Operational Budgeting
  • Customer Relationship Management
  • Team Leadership & Staff Development
  • Conflict Resolution
  • Process Optimization
  • Quality Assurance
  • Contract Negotiation

Languages

English (Fluent)
Indonesian (Native)
Chinese (Conversational)

Timeline

Hotel Operations Manager & Building Manager

ACCOR - The Sebel Chatswood
03.2024 - Current

Front Office Manager

ACCOR - The Sebel Chatswood
03.2024 - 05.2025

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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Ericko Hanggara