Hospitality Professional at Hotelier Indonesia
Providing the highest quality guest accommodations and services is the main job of a hotel duty manager.
Accomplishes this by hiring, training and supervising quality personnel to work in all departments, including
front desk operations, reservations, guest relations and housekeeping. Also requires to develop promotional and
marketing plans to increase business and create a favorable image in the community..
Assistant Butler Manager at Montigo Resort Nongsa
March 2013 - Present (6 months)
As Representative of General Manager to ensure that the hotel operates efficiently and effectively. Some of
the duties which performs on daily basis include:
To ensure customer/guest satisfaction at all times.Addresses guest's complaints, request for deferred
payments, non-availability, extra-ordinary requests or guest dissatisfaction, and takes action to make sure that
the guest is satisfied.
Co-ordination of Departments
Coordinates all the activities of all departments. He makes sure that all information which should be passed
round for effective performance of the departments during shift reaches all departments.
Upholding Norms, Rules and Orderliness
Ensures that all the norms of the hotel are respected and all the rules/procedures of operations are followed
Takes appropriate decisions to tract emergencies, be they as a result of power outage, supplies that are
delayed or not made, sudden breakdown of working equipment etc
Attention to Security
Be attentive to hotel security service requirement during shift.
Authorizing Unusual but Necessary Activities
Authorizes certain activities/actions during shift like urgent purchases and payments, entrance into the stores,
locked offices and other areas which otherwise should remain inaccessible during shifts.
The Duty Manager writes a comprehensive report to the report to FOM on all happenings in the hotel and
findings during shift.
Senior Receptionist at Kempinski Hotels
February 2011 - February 2013 (2 years 1 month)
1 recommendation available upon request
Butler at Orient-Express
April 2009 - February 2011 (1 year 11 months)
Butler, who is attention to detail, is the central point of contact between guest and all department of the hotel
Different from others, Butler is about creating experience and happiness
This is a team to provide higher standard of service, to make the guest happy and stay different, to find out
guest preference and to update guest profile, history
Butler is the one to build up personalized service image. He/she is also the one to promote the company’s
events/activities, giving correct information to the guest.
Butler welcomes the guest upon arrival, let the guest have welcome drink at the lobby and then handling
check-in in guest villa. Butler offers unpacking service when the guest request.
Check guest profile and see what is necessary to be placed in the villa, such as bottle of champagne, amenity,
Prepare the registration card, welcome letter in the villa for In Villa check in
Check the villa if room boy prepare the room well and check everything, such as Fridge, SAFE box, Air-cont
are in good condition or not
Butler is ready for the guest at any time, whatever the guest need, butler will be the one to handle. Guest can
contact butler by calling for all needs.
Butler will meet the guest twice a day in order to make the guest happy
Handle all bookings:
Such as excursion, Spa, and Special dining, F&B activities
Serve afternoon,tea, coffee
Delivery of room service(bottle of wine, ice bucket, other in-villa dining)
Delivery of room amenity, laundry
Attention to detail, Polite, humble, discreet, good communication skill, good smile
Young, fresh, with idea
Good command of English
Food & Beverage knowledge
Handle minor IT problem, such as how to handle wireless connection when it is not available, and how to
handle outlook express incoming and outgoing setting, etc
Confirm ticket for the guest
Offer packing service when guest request
Coordinate with reception for transportation and luggage pick up
2 recommendations available upon request
Guest Service Agent (GSA) at Gending Kedis Villas and Spa Estate
October 2007 - April 2009 (1 year 7 months)
- Job Description=Handle guest check-ins efficiently and in a professional manner, having a thorough knowledge of the First
Ten processes and all registration requirements.
= Escort arriving guests to their room and be able to explain and promote the hotel services.
=Handle guest checkouts efficiently and in a professional manner, having a thorough knowledge of all
checkout procedures (including express checkout).
=Be able to perform the duties of a rooms controller
= To practice gracious hospitality and promote goodwill by being friendly, courteous and helpful to guests,
managers and fellow associates at all times.
=Work flexible hours on a shift basis, including night shift, in accordance with the departmental rota.
=Due to the nature of our business, understand that work schedules and demands of the position may vary
from time to time.
=Complete all duties listed on night reception checklist.
=Have knowledge of hotel rates, packages, discounts and vouchers.
=Adhere to the hotel credit policies and cash handling procedures.
=Have knowledge of room types and locations within the hotel.
= Complete all the duties on the reception/cashier and guest service centre checklists.
=Handles guest messages in accordance with SOP
=Handle all wake up calls in accordance to SOP.
=Always use correct telephone etiquette ensuring that all
SOP are adhered to.
Supervisor at AROMA TALK SPA Jimbaran
December 2003 - July 2007 (3 years 8 months)
Position has responsibility for supervising & coordinating activities of associates delivering Recreation
services, spa treatment, Cashier, reception desk & pool. Position focuses on ensuring guest & associate
satisfaction and achieving the desired operational targets.
-Direct reports Director of Spa
-Skills & Knowledge
* Extensive knowledge of the Spa services & operating procedures.
* Effective decision making skills.
* Knowledge of basic sanitation requirements.
* Understanding spa & routine maintenance needs.
* Ability to acquire & maintain relationships viz. with associates, vendors, customers.
* Effective conflict management skills.
* Strong analytical skills.
* Strong problem solving skills.
* Ability to effectively manage associate productivity.
* Strong Communication skills.
* Strong organizational skills.
* Ability to use standard software applications
* Strong consensus building skills.
* Strong training skills.
* Knowledge of purchasing, stores, inventory control & cost control.
* Knowledge of budget forecasting, capital expenditure planning
Skills & Expertise
Food & Beverage
Helping Hands Indonesia
Diploma, English Lunguage, 2001 - 2002
Hospitality Professional at Hotelier Indonesia
3 people have recommended Hendrik
"Hard worker,professional, friendly, able to work in pressure, has excellent knowledge of working,very
helpful for others working with positive attitude ."
— Ranim Aridah, Assistant Human Resources Manager, Kempinski hotel Ishtar, worked with Hendrik at
Kempinski Hotel Ishtar - Dead Sea, JORDAN
"Hendrik was one of my butler team in villa department. I discovered my self that Hendrik is courteous
person and very passionate toward his role. Due to his personality, he always gets compliment from his guests
and peers. His attitude to attend such comprehensive task is his ultimate strength. I would definitely
recommend him for any opportunity arise in the future!"
— Likie Handoyo, Villa Manager, Jimbaran Puri Bali an Orient-Express Hotel, managed Hendrik at
JIMBARAN PURI BALI by Orient-Express
"Hendrik is Very Bright and motivated person, always shown his ability to handle the task well in every
hectic and under pressure all situation. Mr.Hendrik Wadu has approve and demonstrated the ability as a
Butler in Butler service, to engaged service to make Guest very Satisfied, Comfort and honored as well to
serve by Hendrik wadu. I'm confident to recommended about this outstanding man "hendrik wadu" without
any reservation in the new organization any placed."
— Dodi Pusdinata, Villa Manager, Jimbaran Puri Bali an Orient Expres Hotel, managed Hendrik at
JIMBARAN PURI BALI by Orient-Express
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