Irwayani

Results-driven hospitality professional with 15+ years of experience in reservations management, revenue support, guest relations and front office operations across leading resorts in Bintan, Indonesia. Proven record of leading pre-opening reservation projects, configuring Opera PMS, building SOPs and training teams to international brand standards. Skilled in rate control, OTA and channel management, and upselling to maximise occupancy, revenue and guest satisfaction.

Reservation Supervisor - Natra Bintan, Tribute Portfolio Resort

(2025-09 - 2026-09)

• Handle reservations across email, WhatsApp and OTA channels, using Marriott reservation systems including FIAt, CTACT, GXP and Empower.

Reservation Manager - Four Points by Sheraton Bintan

(2023-02 - 2024-09)

• Led the pre-opening reservations function and configured Opera PMS, partnering with RMAS and cross-functional teams to meet Marriott brand standards.
• Designed SOPs and trained new Front Office and Reservations staff on Opera, SFAweb, Marsha and Empower.

Assistant Reservation Manager - Cempedak Island

(2021-02 - 2023-02)

• Managed end-to-end reservation procedures to international standards; streamlined tentative booking follow-ups and policy implementation.
• Introduced Xero invoicing, improving billing accuracy and team efficiency.

Reservation Manager & Revenue Management - Bintan Lagoon Resort

(2017 - 2020)

• Supervised reservation operations, forecasting and team training; coordinated with Sales to maximise occupancy and revenue.
• Handled VIP arrangements and maintained guest satisfaction scores of 95%+.
• Negotiated contracts, pricing and terms to maximise revenue while protecting profitability.
• Upsold, cross-sold and retained repeat customers; met or exceeded monthly, quarterly and annual revenue targets and KPIs.
• Supported audits, budget planning and financial forecasting with reliable revenue data.

Reservation Supervisor - Montigo Resorts Nongsa

(2016 - 2017)

• Oversaw day-to-day reservations and team scheduling; reinforced credit policies and procedures.

Reservation Supervisor - Bintan Lagoon Resort

(2012 - 2016)

• Managed OTA reservations and maintained rate parity across platforms; trained and mentored junior staff.

Guest Relations Officer / Receptionist / Operator - Banyan Tree & Angsana Resort & Spa

(2006 - 2010)

• Welcomed VIPs, managed check-ins and check-outs, organised guest activities, and handled billing and guest inquiries.

Singapore Hotel & Tourism College (SHATEC), Singapore (2003 - 2005)

Lembaga Pendidikan & Pengembangan Profesi Indonesia (LP3I), Indonesia (2000 - 2002)

Vocational High School - SMK Tanjung Balai Karimun (1996 - 1999)