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Front Office Manager

Location:
Ja-Ela, Western Province, Sri Lanka
Salary:
3000
Posted:
December 22, 2019

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Resume:

• Manage day-to-day operations of the Residences.

• Support and Manage all day-to-day operations of the Front Office.

• Work as Property Duty Manager and Night Manager.

• Serve as a role model to demonstrate appropriate behaviors.

• Coach, counsel and encourage my associates.

• Guide daily Front Desk shift operations.

• Supervise staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Communicate performance expectations to associates in accordance with job descriptions for each position.

• Handle complaints, settling disputes, and resolving grievances and conflicts, or negotiating with others.

• Hire and Train staff.

• Supervise same day selling procedures to maximize room revenue and property occupancy.

• Ensure compliance with all Front Office policies, standards and procedures.

• Provide clear direction to Front Office Management Team and Supervisors to achieve departmental and organizational objectives.

• Assist in conducting department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.

• Display leadership in guest hospitality and create a positive atmosphere.

• Ensure that all Front Office areas have an atmosphere that is conducive to the overall guest experience.

• Review comment cards, guest satisfaction results and other data to identify areas of improvement.

• Celebrate successes and publicly recognizes the contributions of team members.

• Oversee the upselling program in the hotel and ensures all policies and procedures are adhered to.

• Assist in Managing department controllable expenses to achieve or exceed budgeted goals. Exceptional Customer Service

Relationship Building

Staff Motivation and Training

Exceptional Communicator

Multi-line Switchboards

THIWANKANATH LAHIRU KOONGASTHUDUWA

FRONT DESK SUPERVISOR

WORK EXPERIENCE

Kandy, Srl Lanka

+94-759******

Front Desk SUPERVISOR

Marriott Marquis City Center Doha Hotel

MARCH

2018 TILL

JULY 2019

Management & Supervision

Serves as the property Manager on Duty and oversees all property operations during the day and night shift. Support Front of House Manager in managing the function of front office department, including Concierge,Bell, Valet, At Your Service, Club Lounge, Airport Desk, Business Center, Guest Relation and Reception. Work with the High-energy Front Desk Supervisor

focused on promoting customer

satisfaction through exceptional service

and maintaining outstanding hotel

accommodations.Dedicated employee

offering more than nine years in the

hospitality industry, as well as in-depth

knowledge of Front Office, Food and

Beverage and Housekeeping Operation.

ada4k3@r.postjobfree.com

SUMMARY

SKILL HIGHLIGHTS

Superb Interpersonal Skills

SELF-ASSESSMENT

Comprehensive problem solving

abilities, excellent verbal and written

communication skills, ability to deal with

people diplomatically, willingness to

learn, team facilitator.

Front Desk Supervisor

Marriott Marquis City Center Doha Hotel

Management & Supervision

• Prepare a complete MOD report at the conclusion of every shift and distributed to the appropriate individuals.

• Monitor and ensures compliance with all Guidelines to Operations.

• Visit all Outlets and properties during the course of shift.

• Ensure associates are working in a safe environment.

• Monitor associate attendance and records absences/tardiness

• Promote teamwork and associate morale.

• Encourage associate relations through gifts, parties, outings.

.• Assist associates when ever assistance is needed.

• Respond to guest and/or associate calls immediately.

• Ensure all associates have complete knowledge of emergency procedures. Front Desk Supervisor

RENAISSANCE DOHA CITY CENTER HOTEL, COURTYARD BY MARRIOTT AND MARRIOTT EXECUTIVE APARTMENT

• Acts as Duty Manager and Night Manager on a rotation basis.

• Assist other employees to ensure proper coverage and prompt guest service.

• Monitored the appearance and performance of the front desk staff.

• Nominated “Supervisor of the

Month” at Marriott Marquis City

Center Hotel Doha October 2015.

• Earned “Supervisor of the Month”

at Marriott Marquis City Center

Hotel Doha in 2015.

• Ensure all associates are trained on specific aspects of their job and are aware of all resources to assist them in problem solving .

• Work with the leadership team of the property to identify and implement action plans to prevent the reoccurrence of guest issues

• Work closely with the Loss Prevention team to ensure guest and associate safety. Prior last 1st of August 2014 the hotel was known as Renaissance, Courtyard by Marriott and Marriott Executive Apartments Doha City Center Qatar ..

• Nominated “Employee of the

Month” at Courtyard by Marriott

Hotel Doha in December 2013.

• Supervised Three Front Office

interns and provided assistance in

training and career path

development 2017.

• Keep associates informed regarding new operational procedures, standards, or programs.

• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

•Key Role in Opera Configuration

for Marriott Marquis Rebranding.

2014

EDUCATION

2015 OCT.

TO

MAR.2018

AUG.2014 TO

OCT. 2015

• Certified Coach and Property

Trainer – TOPPS Graduate.

TERTIARY

SECONDARY&PRIMARY

• Earned “Employee of the Month”

at Courtyard By Marriott City Center

Hotel Doha in December 2013.

• Essential Skills Training for

Supervisors and Managers

• Supervised Three Front Office

interns and provided assistance in

training and career path

development in 2016.

• Coordinate tasks and work with other departments to ensure that the department runs efficiently.

• Ensure all associates are in proper uniform and are properly groomed.

• Assist in the response and resolution of all guest issues received directly from guests or from Guest Relations.

• Ensure constant communication takes place between associates, supervisors and management.

• Ensure guest tracking scores (80% or better) and associate opinion survey goals are achieved. High School 2004-2007

Wariyapola Sri Sumangala College,

Kandy, Sri Lanka

• Direct, monitor, and assists all day and overnight staff.

• Promote participation in property safety-related programs. ACCOMPLISHMENTS

Elementary 1996-2004

Girithale gama College,

• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

• Serve as a departmental mentor by working alongside employees to perform technical or functional job duties.

•Preparing payroll for the entire Front office Department and submitting to HR at the end of the month for processing the salary in the absence of Front Office Coordinator.

• Process all payment types such as room charges, cash, checks, debit, or credit.

• Assist staff with expediting problem payments Address guests' service needs in a professional, positive, and timely manner.

• Assist management in screening resumes, conducting interviews and selecting new hourly hires using selection tool and systems.

• Ensure that hourly employees are trained on company core values, job roles, responsibilities, technical and service Front Desk Shift Leader

Front Desk Agent

Front Office Agent

The Gate way Hotel By Taj - Katunayake, Sri Lanka

Account Clark

Full Moon Hotel- Katunayaka, Sri Lanka

Thiwankanath Lahiru Koongasthuduwa

JAN. 2011

TO APR

2012

MAY 2013 TO

DEC.2014

AUG.2008 TO

JAN.2011

APR.2007 TO

AUG2008

APR.2012 TO

MAY 2013

REFERENCE

Available Upon Request.

RENAISSANCE DOHA CITY CENTER HOTEL

COURTYARD BY MARRIOTT DOHA CITY CENTER HOTEL

COURTYARD BY MARRIOTT DOHA CITY CENTER HOTEL

At Your Service Agent (Pre- Opening Team)



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