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Work Background
KlookAssociate Manager, Business Development (Hotels)
Jan. 2024Bali, Indonesia• Work with various stakeholders across different functions to optimize supply to match demand trends and evolving supply to create new demand trends. • Collaborate with various stakeholders to solve intractable issues impacting the business, growing the potential of your teams to further succeed • Support my team in influencing external decision makers to partner with Klook and demonstrating what negotiations look like to achieve Win-Win for both parties • Maintain a high-quality portfolio of hotel products for Klook’s rapidly growing, global customer base • Co-ordinate with operations team to support onboarding of products in an effective and efficient manner • Cultivate relationships with key partners to help maximize their sales potential on Klook’s various distribution platforms. Communicate Klook’s business strengths and brand value to suppliers • Continuously ensure the quality of products, in terms of pricing, inventory, and content, maintain a market-leading position at all times • Goals: Achieve and exceed weekly and monthly KPIs • Market Intelligence: Provide relevant analysis and statistics on identifying market trends and competitor updates • Work closely with various functions in the company - marketing to maximize sales, supplier operations to improve efficiency, customer services to drive satisfaction and repeats, finance to ensure accurate payment and minimize risk • Flexibility and attentiveness to details are essential in our fast-paced environment
ChopeSenior Account Manager
Oct. 2021 - Jan. 2024Bali, IndonesiaChope founded in 2011 is a platform that enables users to find and reserve restaurants in Singapore, Hong Kong, Shanghai, Beijing, Bangkok, Phuket, Jakarta, and Bali through the company’s www.chope.co, mobile apps, and plug-ins. A real-time restaurant-reservation booking platform that connects diners with its partner restaurants. Chope has raised a Series E funding of USD 15M the round is led by Ant Group (Alipay) in 2021. Job Summary: • Managed a portfolio of approximately 73 food and beverage partners, including high-end luxury restaurants, fine dining establishments, hotel chain partners, and independent brands, by providing sales and marketing strategies, including hospitality consulting, market awareness, and menu development. • Strategically identified opportunities, analyzed business requirements and developed customized solutions aligned with the client's goals, challenges, and initiatives. • Assisted clients in selecting the optimal payment methods, assessing currency exchange rates, and evaluating fees for cross-border transactions, while facilitating integration using our payment gateways partners, such as Stripe or Red Dot Payment. • Reduced customer churn by 20% in 6 months by proactively identifying high-risk accounts based on engagement metrics, developing customized retention plans, and guiding customers through implementation. • Led a team of two high-performing account managers to achieve a 95% client retention rate and 30% year-over-year revenue growth by providing timely feedback, communicating goals, and giving clear direction. • Increased retention rate from 75% to 97% within 2 years by delivering exceptional customer service, subscription options, a new pricing scheme and proactively solving client problems.
Expedia GroupMarket Associate
Oct. 2017 - Nov. 2020Bali, IndonesiaExpedia Group, Inc. is an American online travel shopping company for consumer and small business travel. Its websites, which are primarily travel fare aggregators and travel metasearch engines, include Expedia.com, Vrbo, Hotels.com, Hotwire.com, Orbitz, Travelocity, trivago and CarRentals.com. Role & Responsibilities: - Account Management: Develop and sustain top-performing hotel partners client (4-5 stars hotels and international chains). Maintaining hotel partners production sustainability by providing a unique market insights, forecast and track key account metrics, - Revenue management advice & market opportunities, identify new revenue opportunities while implement revenue management operations, procedures and best practices - Market Analytics: conducts market research about the current market conditions to assess the potential sales of products and services and the best approach,
Expedia, Inc.Lodging Content Associate
Jul. 2016 - Sep. 2017Greater Jakarta Area, IndonesiaRole & Responsibilities: - Developing holistic partner journeys and shaping all partners touchpoint; end-to-end client onboarding and engagement process for newly acquired clients - Responsible for service delivery performance, meeting clients expectations, and driving future demand - Workforce planning; including forecasting, managing processes of new properties onboarding, overseeing the implementation of changes, and provide the data & analytics to partners and company. - Work with the management team to Identify, amend and revise processes facilitating a culture of continuous improvement with a technical focus.
JW Marriott Marquis Hotel DubaiFront Office Associate
Nov. 2014 - Jun. 2016Business Bay, DubaiDubai is a city of awe-inspiring ambition and unsurpassed luxury, home to the world's tallest building, the largest shopping mall, the iconic Palm and now the JW Marriott Marquis Hotel Dubai. It is a place where dreams come true. Opened in December 2012, this landmark hotel has become one of the region's most desirable destinations, offering a spectrum of business facilities for the most discerning of travelers. It is a brand synonymous with intuitive service and refined taste, a title given only to the finest properties in the Marriott portfolio. Elevated above Dubai's business district, on Sheikh Zayed Road, the JW Marriott Marquis Dubai resides in the Business Bay area. Spread across two iconic towers, the hotel features exceptional event and business facilities, an enticing array of bars and restaurants and the sublime Saray Spa and Health Club. Role: Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests' personal checks and traveler's checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.
Mandarin Oriental Hotel GroupGuest Service Centre Agent
Jun. 2012 - Nov. 2014Greater Jakarta Area, Indonesia
Courtyard by MarriottFront Desk Agent (Pre-opening Team)
Jan. 2011 - May. 2012Kawasan Pariwisata Lot. SW1, Nusa Dua Bali 80363 , Indonesia
Banyan Tree Hotels & ResortsWaiter
Jul. 2010 - Dec. 2010Bintan Resort, Lagoi, North Bintan Indonesia
Guoman & Thistle hotelsTrainee
Jul. 2009 - Jan. 2010Johor, Malaysia
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