Ari Agung

Hospitality is not just a profession for me—it's a calling. With over 20 years of dedicated experience in luxury hospitality, I am proud to serve as the General Manager of Uma Kalai, an exclusive boutique resort in Ubud, Bali. I lead daily operations, financial strategy, and guest experience across six uniquely private villas, each offering refined personal service.

I also manage Uma Kalai's expansion projects, including the development of new villas, a luxury spa, and a restaurant—ensuring every detail reflects the resort's commitment to elegance, privacy, and authentic Balinese warmth. My career foundation is rooted in front office operations, concierge, and professional butler service. I've held key leadership roles at Sudamala Resorts, Umbala The House, and BVLGARI Resort Bali, where I was honored with the BVLGARI Legacy of Excellence Award.

I'm committed to creating unforgettable stays for every guest, inspiring my team to deliver excellence, and building sustainable success in every hospitality project I lead.

General Manager at PT UMA KALAI HOUSE (2022-12 – Present)

Responsible for ensuring the smooth and efficient operations of the villa property with a focus on guest satisfaction, operational excellence, and financial performance.

• Strategic Planning and Management: Create and execute a full strategy for villa operations with a focus on achieving top guest satisfaction, high operational efficiency, and strong profits.
• Review and update processes and policies regularly to meet changing market trends and guest preferences.
• Financial Oversight: Prepare, manage, and monitor villa budgets including all operational costs, capital expenses, and revenue management.
• Do financial analysis to identify trends, forecast performance, and apply strategies to get the best financial outcome.
• Ensure financial reports are accurate and delivered on time.
• Team Leadership and Development: Hire, train, and manage villa staff, promoting a work culture of service excellence and teamwork.
• Do regular staff evaluations, give coaching, and support team members for their professional growth.
• Handle HR issues like conflict resolution, discipline, and staff termination if necessary.
• Guest Services and Satisfaction: Make sure the highest level of service is delivered from check-in to check-out based on guest needs and preferences.
• Keep quality standards in all departments like accommodation, F&B, and activities.
• Manage guest feedback and handle complaints fast, also apply solutions to avoid repeated issues.
• Marketing and Sales: Work closely with sales and marketing teams to plan and apply good strategies to get new guests and keep regular customers.
• Join networking and promotional activities to build strong connections with travel agents and potential clients.
• Watch market trends and competitor activities to adjust strategies when needed.
• Operations Management: Supervise the daily activities of the villa, making sure all areas work smoothly and efficiently.
• Apply best practices to improve service quality and operational effectiveness.
• Coordinate with engineering and maintenance teams to make sure all areas of the villa are in top condition.
• Compliance and Safety: Make sure the villa follows all laws and regulations related to health, safety, and employment.
• Create and apply safety protocols and emergency procedures to protect guests and employees.
• Conduct regular safety drills and property checks.
• Relationship Management: Build and maintain good relationships with guests, suppliers, the local community, and other stakeholders.
• Represent the villa in public events and meetings to improve its reputation.
• Continuous Improvement: Encourage staff to always think of better ways to operate and serve guests.
• Use guest reviews and operation data to find areas that can be improved.
• Take a proactive and hands-on role, pay attention to details, maintain high customer service, and motivate the team. This role requires strong leadership, hospitality knowledge, and business thinking.

Villa Manager at UMBALA THE HOUSE (2022-01 – 2022-12)

• Recruited and trained new team members, showing the best methods to serve clients and guests.
• Prepared monthly resort audits and submitted them to the owner for review.
• Implemented policies and SOPs for ongoing improvements.
• Planned and executed daily operations such as delivery routes, task schedules, and promotional efforts.
• Protected company assets from loss or damage by applying strong security policies.
• Strengthened performance tracking and data analysis to improve company planning.
• Found and fixed any unsafe, unapproved, or ineffective activities through regular area checks.
• Managed and monitored the yearly budget with strong controls to avoid overspending and support sustainability goals.
• Analyzed upcoming program plans to estimate needed resources.
• Maintained good relationships with clients and vendors.
• Helped optimize business operations and support decision-making by using analytical methods.
• Used customer feedback to improve services and create better customer experiences.

Lodge Manager at SUDAMALA RESORT AMED (2019-11 – 2022-01)

• Recruited and trained employees to serve clients and guests well.
• Prepared monthly audit reports for the CEO and Director.
• Set up and applied SOPs and policies for continuous improvements.
• Managed daily operational plans including team schedules, delivery plans, and promotions.
• Applied strong security rules to protect the company's assets.
• Strengthened performance monitoring and analysis to guide company strategy.
• Regularly inspected areas to find and fix improper or unsafe activities.
• Created and managed the yearly budget, maintaining controls to avoid overuse and reach sustainability targets.
• Evaluated upcoming plans and forecasted the resources needed.
• Built and maintained strong relationships with vendors and clients.
• Made business operations more effective and supported key decisions with proper data.
• Used guest feedback to find service improvements and create better guest experiences.

Area Operations Manager at PT OYO ROOMS INDONESIA (2018-10 – 2019-09)

• Guided employees on how to work together on tasks and reach service goals.
• Used data to evaluate performance, identify business needs, and make improvements.
• Coached staff to maintain high professionalism and deliver great service to customers.
• Created operational reports every month for management review.
• Educated the team about company policies and service standards.
• Supervised the operations team to keep excellent service quality.
• Built and updated standard operating guidelines.

Room Division Manager at THE AMALA SEMINYAK By LIFE STYLE RETREATS (2017-10 – 2018-09)

• Inspected guest rooms for cleanliness and proper housekeeping.
• Maintained high service standards and led by example.
• Trained new team members on hotel procedures and standards.
• Managed housekeeping supply charts and inventory.
• Welcomed and helped guests with reservations and service requests.
• Hired and trained new staff, guiding them on how to deliver excellent service.
• Supervised operations in a 32-villa property with 45 employees.
• Created internal records and database systems to ensure accuracy.
• Handled guest complaints and provided compensation when needed to maintain satisfaction.

Front Office Manager at THE SANTAI UMALAS By LIFE STYLE RETREATS (2015-11 – 2017-10)

• Supported team members with daily tasks and helped solve complex problems using motivation and analysis.
• Set up efficient work processes and monitored productivity to make improvements.
• Adjusted work schedules based on team availability and work demand.
• Kept accurate and updated financial records by monitoring variances.
• Helped at the front desk during busy times or when staff were absent.
• Trained the team on new services and hotel products for better promotions.
• Managed inventory for office supplies, ordered stock, and received shipments.
• Supervised front area operations and answered guest questions quickly.

Villa Manager at THE ASMARA VILLA UNGASAN (2015-01 – 2015-10)

• Recruited and trained new team members, showing the best methods to serve clients and guests.
• Prepared monthly resort audits and submitted them to the owner for review.
• Implemented policies and SOPs for ongoing improvements.
• Planned and executed daily operations such as delivery routes, task schedules, and promotional efforts.
• Protected company assets from loss or damage by applying strong security policies.
• Strengthened performance tracking and data analysis to improve company planning.
• Found and fixed any unsafe, unapproved, or ineffective activities through regular area checks.
• Managed and monitored the yearly budget with strong controls to avoid overspending and support sustainability goals.
• Analyzed upcoming program plans to estimate needed resources.
• Maintained good relationships with clients and vendors.
• Helped optimize business operations and support decision-making by using analytical methods.
• Used customer feedback to improve services and create better customer experiences.

Butler at BVLGARI HOTELS AND RESORT BALI (2005-12 – 2014-12)

• Greeted guests and provided details of upcoming resort events to make their stay more enjoyable.
• Assisted with dining reservations and tourist activities by researching local options.
• Solved guest concerns quickly using strong communication and listening skills.
• Maintained an updated concierge book to guide guests about local services.
• Worked closely with VIP and celebrity guests with full respect for their privacy.
• Arranged flower and gift deliveries and made bookings for spa and dining.
• Explained safety rules to guests and staff to ensure security and peace of mind.
• Scheduled transportation for guests, including airport, station, and event transfers.
• Supported local businesses by promoting their services to hotel guests.
• Maintained perfect attendance and punctuality.

Diploma IV in Hotel Administration (ADH Program) – Sekolah Tinggi Pariwisata Bali (Bali Hotel and Tourism Training Institute) (2000-07 – 2005-04)