Ryo Sunaryo

Front Office Supervisor with 13+ years of hospitality experience across hotels and resorts in Medan, Tanjungpinang and Bali, ready to step up to Front Office Manager. Has led front office teams of fewer than 15 staff and served as Acting Front Office Manager, taking responsibility for daily operations, SOPs, staff training, VIP and complaint handling, billing and night audit, OTA management, and activity upselling. Pursuing a Bachelor's degree in Management (in progress), with leadership and HR training completed in 2026.

Front Office Supervisor at Dnusa Beach Club & Resort (2026-08 – 2026-10)

• Served as Stand-in / Back-up Front Office Manager during FOM absence, off days and annual leave, made operational decisions and handled escalated guest matters.
• Supervised daily front office operations: arrivals, departures, room inventory distribution and shift handovers.
• Coached and trained front desk staff on resort SOPs and service standards; assigned daily duties and shift priorities.
• Promoted and managed bookings for spa treatments, snorkeling excursions and island tours, using front desk cross-selling to increase ancillary revenue per guest.
• Oversaw VIP arrivals and resolved complex guest complaints with effective service recovery.
• Coordinated with Housekeeping, Engineering, F&B and Security on room readiness and maintenance response.
• Supervised cashiering, billing, payment reconciliation and room account audits; managed OTA bookings, modifications, cancellations and voucher validation.
• Achievement: Generated over IDR 30 million in ancillary revenue in a single month through upselling of spa, snorkeling and tour packages.
• Achievement: Maintained full operational continuity as Acting FOM during management absences.

Front Office Supervisor at Aston Tanjungpinang Hotel & Conference Centre (2026-05 – 2026-08)

• Supervised Front Office and Spa operations, including shift handovers, daily briefings and staff scheduling; acted as Acting Front Office Manager.
• Handled guest escalations and VIP arrivals; implemented check-in/check-out audit checklists to reduce billing errors.
• Audited and restructured departmental SOPs for guest registration, spa bookings and billing; corrected data discrepancies in Front Office and Spa daily logs.
• Conducted team orientation, coaching and performance reviews; introduced retention-focused initiatives to address staff turnover.
• Designed and delivered two staff training modules: "Building Strong Character & Professional Mindset in Front Office Operations" and "Seamless Inter-Departmental Communication", evaluated through post-session feedback.
• Supervised spa reservations, rate compliance, package cross-selling and POS settlement; reviewed daily sales reports and therapist commission logs for payroll.
• Performed ledger reconciliations, city ledger transfers and credit card settlement audits; supported monthly revenue audits with the Finance Department.

Senior Front Desk Agent at Odua Golden Mansyur Hotel by Topotels (2023-05 – 2026-05)

• Managed check-in/check-out and walk-in, FIT, group, e-commerce and telephone reservations using Xpert System PMS.
• Resolved guest complaints and handled VIP requirements; managed guest profiles, billing, night audits and daily reports.
• Prepared monthly hotel operational reports for management evaluation.
• Took responsibility for hotel operations on evening and night shifts when Housekeeping and Engineering staff were absent.
• Mentored intern students and new staff on front office SOPs; acted as main liaison with Housekeeping and Engineering.

Guest Service Agent at Deparis Hotel Medan (2023 – 2023)

• Handled check-in/check-out and reservations (walk-in, phone, e-commerce) using HMS PMS; resolved guest requests and complaints with department coordination; prepared daily reports.

Front Desk Agent at Saka Hotel Medan (2020-11 – 2023-03)

• Ran front office operations each shift with minimal supervision using PowerPro PMS, including billing, night audit and daily reports.
• Served as primary liaison between guests and F&B, Housekeeping and Engineering; handled VIP guests and special needs.

Front Desk Agent at Garuda Plaza Hotel Medan (2013-02 – 2020-04)

• Handled check-in/check-out and individual, group, corporate, government and airline reservations using ISA System PMS.
• Managed billing, cashiering, night audit and daily reports; served as hotel operator; handled concierge and transport requests.
• Served VIP, corporate, government and airline crew guests; guided new staff and interns on front office SOPs.

Bachelor in Management (S1) – Universitas Terbuka (2024)

Vocational High School in Tourism – SMK Negeri 3 Pariwisata (2010 – 2013)