GENERAL MANAGER
Seasoned hospitality leader with over 25 years of progressive experience, from bartender to General Manager across hotels, resorts, and multi‑outlet F&B groups in Java, Bali, and Kalimantan. Proven expertise in driving revenue growth above 50%, raising occupancy from 40% to 70%, cutting production costs by 30%, and consistently elevating guest satisfaction and online review scores. Skilled in hotel and resort operations, F&B and central kitchen management, budgeting and P&L analysis, HACCP/ISO implementation, and OTA, corporate, and MICE sales strategies.
Recognized for building high‑performing teams and delivering sustainable business transformation.
EXPERIENCES
- December 2025 – To Date
Revitalization & Operational Recovery Leader
Econique Sarangan Resort – Sarangan, Magetan, East Java
Key Achievements:
- Led post-management change recovery after approximately 20% performance decline, restoring smooth hotel functionality, service standards, and team performance.
- Lifted occupancy from around 28% to a stable 70% and increased room revenue from ±IDR 31.5M to around IDR 104.2M (~204% growth) within one peak holiday cycle.
- Rebuilt guest confidence and retention by re- engaging previous guests, stabilizing occupancy and driving sustainable revenue growth.
- Designed and executed segment-based promotions (families, students, couples, government, corporate, factories, local industries), significantly boosting ADR in key holiday and school-break periods.
Core Responsibilities:
- Led crisis recovery and operational stabilization across Front Office, Housekeeping, F&B, and Maintenance.
- Directed targeted marketing and promotional initiatives for key segments in the Sarangan and East Java market.
- Delivered cross-functional training for FO, HK, Administration, Sales & Marketing, and Engineering to improve skills and coordination.
- Implemented integrated inter-departmental work systems to enhance efficiency, response time, and communication.
- Coordinated daily and monthly reporting with head office, including occupancy, revenue, costs, forecasts, and annual action plans.
- October 2024 – November 2025
General Manager
BoHo Bingin Beach – Pecatu, South Kuta, Badung, Bali
Key Achievements:
- Directed end-to-end management of 19 villa units (2 penthouse suites, 7 deluxe, 8 superior, 2 standard) under strict SOPs across Front Office, Housekeeping, F&B, Maintenance, and guest facilities.
- Increased total hotel revenue from approximately IDR 494M to IDR 1.31B within 3 months through pricing optimization, service quality enhancement, and stronger room and F&B sales.
- Sustained 65–70% occupancy while boosting repeat guest share to around 40% via elevated service standards and loyalty gestures.
- Achieved double-digit RevPAR growth and raised ADR through premium package design and upselling, improving online review scores to 8.9 within 5 months.
- Controlled operating costs within budget and optimized inventory management for linen, amenities, and villa equipment.
Core Responsibilities:
- Ensured villa quality and guest experience through daily inspections, seamless check-in/check-out, prompt complaint resolution, and review management.
- Led sales and marketing activities, including direct sales to corporate, government, and education segments and OTA management (Airbnb, Agoda) with rapid response times.
- Oversaw facilities and asset management, including preventive maintenance schedules, contractor coordination, and quality control of villas, pools, and public areas.
- Held full P&L responsibility, covering budgeting, forecasting, cost control, and profitability monitoring with the owners.
- Led and developed a team of approximately 24 staff across FO, HK, F&B, Engineering, and Administration, including cross-functional training and performance evaluations.
- December 2022 – June 2024
Operations Manager
Econique Sarangan Resort – Sarangan, Magetan, East Java
Key Achievements:
- Elevated the resort into a leading local destination by increasing occupancy from around 40% to 60% and driving revenue growth of over 50%.
- Directed daily operations across FO, HK, F&B, and Maintenance, implementing structured training programs that significantly upgraded service standards and team performance.
- Managed operational budgets effectively and delivered detailed P&L analyses to owners and stakeholders, ensuring disciplined cost control and data-driven decisions.
- Expanded market reach via targeted strategies for government agencies, private companies, factories, and educational institutions.
- Oversaw preventive maintenance schedules (generators, water heaters, pumps, public facilities) and coordinated external vendors to maintain safety and comfort.
Core Responsibilities:
- Led end-to-end hotel operations with direct responsibility for service standards, guest satisfaction, and performance KPIs (occupancy, RevPAR, ADR).
- Managed budgeting, P&L reporting, and cost control to sustain profitability.
- Supervised and developed a team of around 13 staff through structured training and performance reviews.
- Drove market development through sales initiatives targeting government, corporate, factory, and education segments.
- Oversaw facilities and equipment maintenance and vendor coordination to ensure readiness and safety.
- October 2021 – June 2022
Operations Manager
Kurnia Villages (Sekar Arum Riverside Resort) – Tanah Lot, Tabanan, Bali
Key Achievements:
- Upgraded hotel and restaurant operations to international standards, significantly enhancing guest satisfaction and brand perception.
- Increased occupancy by around 45% and boosted total hotel and restaurant revenue by around 51%, achieving approximately 40% above revenue targets through events for 30–600 guests.
- Raised low-season occupancy by 10–20% and improved RevPAR by around 20% year-on-year via bundled room–F&B promotions, local partnerships, and demand-based pricing.
- Built strong collaborations with Tanah Lot tourism authorities, government agencies, private companies, and tour operators.
- Established structured staff training and maintenance systems to ensure service quality, safety, and operational reliability.
Core Responsibilities:
- Standardized hotel and restaurant service procedures to meet international hospitality benchmarks.
- Directed approximately 90 staff and managed budgets and P&L for rooms and F&B to achieve 40% revenue above targets.
- Developed business with tourism authorities, government, corporate clients, and tour operators to grow occupancy and events.
- Oversaw resort facilities maintenance through structured schedules and coordination with technicians and vendors.
- Implemented staff training and performance monitoring to maintain reliable service and operational discipline.
- April 2014 – April 2021
Operations & Quality Control Manager
Top Ten Group – Surabaya, East Java
Key Achievements:
- Directed operations of 16 multi-concept restaurant outlets (Chinese, Japanese, grilled seafood, noodles, fine dining) plus a central kitchen.
- Pioneered an integrated HACCP and ISO 9001- based central kitchen with large-scale cold storage and a structured processing and distribution system for all outlets.
- Reduced total production and purchasing costs from around IDR 4.65B to around IDR 1.7B while maintaining F&B cost at around 36%.
- Increased average outlet revenue from around IDR 618M to around IDR 937M per month, achieving approximately 18% annual revenue growth.
- Designed and implemented cross-training programs (service basics, upselling, complaint handling, SOPs, HACCP, ISO 9001), strengthening operational discipline and service consistency.
Core Responsibilities:
- Oversaw daily operations and quality standards for 16 outlets and the central kitchen, ensuring food quality, service, and workflow efficiency.
- Directed approximately 860 staff across outlets and the central kitchen, focusing on productivity, discipline, and service consistency.
- Led HACCP and ISO 9001 implementation, audits, and corrective actions to ensure compliance and food safety.
- Managed production and purchasing budgets, monitored food cost and KPIs, and developed work programs to support growth and efficiency.
- Built and managed supplier relationships, price negotiations, and supply chain performance for competitive quality and costs.
- November 2011 – March 2014
Regional Site Manager
PT ISS Indonesia (Catering Service & Accommodation) – Sanggata, Balikpapan, East Kalimantan
Key Achievements:
- Managed multi-site accommodation and catering services for mining employees across several locations.
- Achieved a zero accident record in a high-risk mining environment through strong OHS/HSE programs.
- Improved regional efficiency by around 15% by streamlining logistics, procurement, and SOPs.
- Increased client satisfaction to around 70% through service upgrades, better food presentation, faster complaint handling, and proactive communication.
- Promoted to Operational Recovery & Consistency Manager to turn around underperforming sites and standardize practices.
Core Responsibilities:
- Managed accommodation and catering operations including meals, housekeeping, laundry, and public areas across multiple sites.
- Directed approximately 246 staff, optimizing manpower, logistics, and scheduling to maintain reliable service delivery.
- Led HSE/OHS program implementation through briefings, inspections, and corrective actions to maintain safety compliance.
- Partnered with head office and client representatives to optimize resources and implement service quality programs that improved efficiency and satisfaction.
- Ensured policy enforcement, documentation, and reporting aligned with mining industry standards.
- January 2006 – September 2011
Food & Beverage Manager
Golf Graha Family Country & Club (PT Intiland Grande Famili) – Surabaya, East Java
Key Achievements:
- Managed all F&B operations including main restaurant, bistro, bar, banquet, outside catering, and MICE.
- Reduced main restaurant food cost from around 41% to 37% while increasing monthly revenue from around IDR 367M to around IDR 498M.
- Expanded F&B revenue streams to around IDR 1.39B per month by 2011 through catering, bistro, and MICE business.
- Launched the “Nite Life” program and signature Jumbo Italian Pizza, adding around 5% incremental F&B revenue and attracting younger guests.
- Improved guest satisfaction by an estimated 85% through structured staff training on service, product knowledge, and upselling.
Core Responsibilities:
- Directed F&B operations for restaurant, bistro, bar, banquet, outside catering, and MICE with a focus on guest experience.
- Led approximately 76 F&B staff, overseeing recruitment, scheduling, training, and performance management.
- Managed F&B budgeting, menu engineering, and cost control to reduce food cost and drive revenue growth.
- Planned and executed large-scale events (300–2,000 guests) with close coordination between kitchen and service teams.
- Developed concepts and themed programs to strengthen the club’s positioning and customer loyalty.
- May 2004 – December 2025
Food & Beverage Manager
PT STAR, Taman Remaja Surabaya – Surabaya, East Java
Key Achievements:
- Managed all restaurant and café outlets within a family recreation park.
- Increased monthly revenue from around IDR 163M to around IDR 288M (~76% growth).
- Designed school-segment promotional packages that drove around 40% revenue growth per outlet.
- Created school event programs (competitions, awards, shows) that boosted revenue by around 120% per session and strengthened family/student positioning.
Core Responsibilities:
- Oversaw daily restaurant and café operations, coordinating with kitchen and service teams to maintain quality and efficient workflows.
- Led approximately 35 staff, focusing on service standards, discipline, and upselling skills.
- Managed procurement, inventory, and menu pricing to control costs while sustaining product quality.
- Developed targeted school-segment packages and events to increase traffic and brand visibility.
- April 2003 – April 2004
Food & Beverage Manager
Tunjungan Hotel – Surabaya, East Java
Key Achievements:
- Managed multi-outlet F&B operations including restaurant, café, bar, 24-hour room service, and banquet facilities for up to 1,500 guests.
- Achieved double-digit F&B revenue growth through POS optimization, menu analysis, and promotion adjustments.
- Reduced operating costs via improved supplier selection and purchasing practices while maintaining quality.
- Strengthened service quality and staff skills through structured training on service basics, upselling, and complaint handling.
Core Responsibilities:
- Oversaw all hotel F&B outlets with a focus on quality, efficiency, and guest experience.
- Led around 65 F&B staff across service and kitchen teams with clear SOPs and performance targets.
- Coordinated closely with FO, HK, Sales & Marketing, and Banquet teams to ensure seamless events and daily operations.
- Implemented cost control measures and monitored profitability of each outlet.
- February 2001 – March 2003
Food & Beverage Manager
Bali Masari Resort & Spa – Sukawati, Gianyar, Bali
Key Achievements:
- Built the F&B operational foundation during the pre- opening phase, including product design, systems, and team setup.
- Developed honeymoon room + F&B packages contributing around 15% of total hotel and F&B revenue.
- Achieved approximately IDR 2.136B annual F&B revenue (around IDR 178M per month) with food cost around 33%.
- Reduced operating costs by around 24% while maintaining product quality.
- Improved positive guest reviews by around 27% and boosted outlet revenue by 20–32%.
Core Responsibilities:
- Managed restaurant, bar, and catering operations to support the resort’s boutique and romantic positioning.
- Supervised around 36 F&B staff, ensuring consistent presentation, cleanliness, and service standards.
- Prepared F&B P&L reports and controlled kitchen costs (cost of sales, waste, efficiency).
- Developed menus combining local Balinese flavors with international trends to enhance guest appeal.
- Led regular training in service techniques, product knowledge, and upselling to strengthen service culture.
- January 1998 – January 2001
F&B Captain
Radisson Plaza Suite Hotel – Surabaya, East Java
Key Achievements & Responsibilities:
- Supervised daily restaurant and banquet operations, including staff scheduling, task allocation, and floor supervision, ensuring smooth service and operational efficiency.
- Enforced F&B SOPs and brand standards, monitoring service time, order accuracy, cleanliness, and grooming.
- Coordinated banquet and event logistics (setup, equipment, food and beverage preparation) with kitchen and banquet teams.
- Coached and mentored waiters, waitresses, and trainees on service techniques, product knowledge, and discipline, improving consistency and guest satisfaction.
- March 1996 – December 1997
Bartender The Westin Hotel – Surabaya, East Java
Key Achievements & Responsibilities:
- Delivered friendly and professional bar service in a 5- star hotel environment, maintaining a clean, organized, and safe bar area.
- Prepared and served a wide range of classic and contemporary cocktails and beverages with consistent taste and presentation.
- Managed daily bar inventory, stock checks, storage, and rotation to minimize waste.
- Built rapport with guests through personalized recommendations, supporting repeat visits and guest loyalty.
- February 1995 – February 1996
Bartender
Calypso Club – Surabaya, East Java
Key Achievements & Responsibilities:
- Provided high-volume, VIP bottle-style service in a busy nightlife environment.
- Oversaw daily bar operations including basic scheduling, task assignment, and performance monitoring.
- Controlled bar inventory through stock monitoring, pour control, and rotation to support profitability.
- Contributed to beverage menu innovation and signature drinks, while mentoring bar staff on service standards and bar techniques.
Education
- July 1994 – June 1995
Hotel & Tourism | New Surabaya College, Surabaya, East Java
Diploma Hotel & Tourism New Surabaya College
- Front Office : Receptionist, Cashier, Bell Boy
- FB Service : Waiter , Room Service
- FB Product : Kitchen, Pastry & Bakery
- Bartending
- Housekeeping : Room Maid, Public Area, Laundry & Gardener
- Bahasa Inggris
- Bahasa Jepang
- Komputer
- On The Job Training
- Skripsi
- Jan 1995 – June 1995
English Conversation Course | Dian Institute, Surabaya, East Java
- July 1995 – December 1995
Computer Program Certificate | Dian Institute, Surabaya, East Java
Certificates
Achievements & Awareneess:
- HACCP System | PT. ISS Indonesia (2012)
- Service Quality Leadership Committee | Field and Care Manager | PT. ISS Indonesia (2013)
- Awareness and Implementation ISO 9001 Food Quality Management Systems | PT. ISS Indonesia (2012)
- Awareness and Implementation ISO 22000 Food Safety Management Systems | PT. ISS Indonesia (2013)
- Hiegiene Sanitasi Makanan | DINKES PEMKOT SURABAYA (2015)
- Service Quality Awards 2015 – Top Noodle House & Kitchen
- Top Brand Awards 2015-2017 – Top Yamie - Top Noodle House & Kitchen
Skills:
- Office 365 Presentation Market Analyze
- Sales & Marketing Strategy
- Budget & Financial Management
- Building Team Motivation & Development
- Problem Solving
- Conflict Resolution
- Customer Service Strategy
- Guest Experience Management
- Operational & Business Management
- Budgeting, cost control, P&L analysis
- F&B and central kitchen management
- Leadership & People Development
- Training & development
- Quality, Compliance & Systems
- Risk & compliance management
- Sales, Marketing & Partnerships
- Package and product development
- Event management (small to large scale
- Stakeholder & government relations
- Team leadership & performance management
Languages:
- English | Very Good
- Indonesia | Native Speaker
- Mandarin | Begginer
References:
(Upon on Requested)
- Mr. Indra Neels | BoHo Group Boutique Hotels - Owner
- Mr. Purwadi | Econique Sarangan Resort-Personel Officer
- Mr. Adhi Saputra | Kurnia Village - BOD
- Mr. Edwin Wirjadi | Top Ten Group – BOD
Driving License :
- SIM A (CAR) and SIM C (MOTORCYCLE): June 2027
