Vikri Febriyanto

Oversaw Front Office operations and temporarily led the Rooms Division, including Housekeeping, ensuring a seamless
guest journey, optimized room inventory, and consistent luxury service standards.
Coordinate day to day operations ensuring quality, standards and meeting the expectations of the management and guest.
• Increased guest loyalty satisfaction by 0.8 pts vs target
• Led the rollout of a new PMS system for the hotel
• Strengthened cross-functional collaboration across a multicultural workforce

Directly supervised Front Office operations and temporarily oversaw the Rooms Division, including Housekeeping. Managed
online reputation tracking, NPS scoring, internal audits, and management response systems, while reviewing and improving
SOPs to match operational needs.
Maximize room revenue and occupancy by reviewing status daily, analyse rate variance, monitor credit reports and
maintain close observation.
Led the successful transition of Spa & Recreation from third party management to hotel operated, ensuring seamless
operational integration, staff transition.
• Increased guest satisfaction scores by 2.73 pts above target YTD of 95
• Raised review response rate to 100% YTD, up from 85% the prior year
• Kept departmental expenses within 100% of budget YTD
• Reduced check-in time by 30% through process improvements
• Achieved MOD revenue above 35% YTD
• Grew up selling revenue by 72% YTD

Led pre-opening setup of the Front Office department, including recruitment, SOP development, system implementation,
and training, ensuring full readiness aligned with luxury brand standards.
Perform all aspects of training functions, including hiring, performance appraisals, counselling, coaching, training and
disciplinary actions.
Recruited, onboarded, trained and coach the front office team, fostering high performance, guest focused culture.
Coordination with IT and other departments on the setup and testing of the PMS, POS, telephone and operational systems.
• Delivered 100% on-time opening readiness
• Built and trained a high-performing team from the ground up
• Achieved a 90% internal audit score and strong post-opening guest feedback
• Brought the property's TripAdvisor ranking into the top 30 YTD
• Reached full occupancy within the first month of operation
• Led improvement projects across guest rooms and public areas

Directed Front Office operations under Marriott Brand Standards, ensuring compliance with international SOPs and guest
satisfaction KPIs while managing high-profile and VIP guest experiences. Led the merger of Guest Service Agents and Bell
teams for improved efficiency and took over oversight of Reservations.
• Improved guest satisfaction score (GSS) by 4.5 pts YTD, from a target of 90 to an achieved 94.5
• Increased Marriott Bonvoy enrolments and first-stay engagement
• Reduced guest complaints by 30% YTD through proactive service recovery
• Achieved and maintained the #1 TripAdvisor ranking in Maguwoharjo
• Reduced operational costs by 20%

Led Concierge operations, delivering personalized guest experiences and high-level service for VIP guests and local
partnerships, while supporting the Front Office Manager across all departmental duties. Managed concierge scheduling and
holiday planning in line with forecasted occupancy and group movements, and oversaw Guest Relations recognition for
repeat and VIP guests.
Implemented revenue optimization initiative through room upselling, tour travel, MOD revenue and effective inventory
management.
• Achieved 95% positive guest feedback
• Built strong vendor and local partnership relationships
• Improved guest response time and overall service efficiency

Supported pre-opening operations across departments as Manager on Duty, handling guest relations, operational issues, and
team coordination. Monitored departure reports and credit procedures to ensure accurate room revenue, and partnered
closely with Housekeeping on room turnaround, status, and inspection standards.
Develop and implemented Front Office SOPs, policies and service standards aligned with the brand standards.
• Contributed directly to a successful hotel opening
• Strengthened interdepartmental coordination across the property
• Recognized for leadership and problem-solving
• Selected for the Marriott Career Track Program; promoted internally to Chief Concierge

Delivered personalized guest service and managed inquiries, tour activities, and transportation arrangements in line with
luxury brand standards.
• Recognized for service excellence and guest engagement
• Top up-seller
• Top enrolment performer