Front Office Manager
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
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.
*********@*****.***
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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