Assistant Front Office Manager

RUWANI DILRUKSHI RAMALINGAM, No **, *nd Step, Detagamuwa, Kataragama, Colombo, Sri Lanka.

Tel:- +94-76-086****, Mail: ********@*****.***

CURRICULUM VITAE –ASSISTANT FRONT OFFICE MANAGER.

EXECUTIVE PROFILE

Thirteen years of experience in hotel industry including six years with Senior Front Office Executive in five-star resorts including administration. (Sri Lanka) And with Four years in customer service experience as Front End Supervisor at Sultan center. (Kuwait) I am looking for a managerial position based on my experience in a well-established organization that is driven to excellent professional development and to the benefit of the organization.

Built good relationships and reputation with all leading travel agents enhancing occupancy levels and maintaining close business associations.

Dealing with guest relations including guest complaints and comments.

Managing budgets and dealing with hotel rates and discounts for groups.

Ensure associates were performing all their job duties and that each and every customer left satisfied.

Managed wide variety of customer service and administrative tasks such as maintaining employee records of training, discipline tracking logs of cashier efficiency, sales and labor volume (VLM) sabre and epic (employee performance).

Interviewed and trained new employees by providing knowledge of specific department tasks/policies.

Managed customer service desk to assist customer with any questions, comments or concern they may have.

Undertaking many marketing and business functions at various tourism related events resulting increased occupancy levels and hotel promotion.

Completed many marketing and tourism business training programs.

Facilitating hotel staff development, training and welfare including arranging many staff recreational activities.

Maintaining a positive empathetic and professional attitude towards customers at all time.

Administered all policies and procedure to effectively run a successful business.

Ensure customer satisfaction and provide professional customer support.

Keeping records of customer interactions, transactions, comments and complaints.

Managing a team of junior customer service employees.

Communicating and coordinating with colleagues as necessary.

Responding promptly to customer inquiries.

KEY STRENGTHS AND COMPETENCIES

Obsessed with Responsibility and Accountability.

Adaptability and analytical thinking.

Excellent Communication, interpersonal, negotiation and influencing skills.

Excellent diplomacy, team orientation and customer relations.

Handling customer complaints and problem solving with great efficiency and effectiveness.

Better awareness of time and risk management.

Attention to detail and initiative and committed to achieving goals.

Computer literacy - Competent user of Microsoft Window packages including Word, Excel, E-mail and Internet.

Ability to work independently, never hesitate to making decisions and competency in leadership.

Strong Leadership abilities and initiative.

Excellent verbal communication and the ability to convey information clearly and effectively. EDUCATIONAL AND QUALIFICATIONS

Passed G.C.E O/L

PROFESSIONAL & TECHNICAL EDUCATION

Six-month computer awareness cause in 2004.

One Year Bank management course at sarvodaya bank 2001-2002.

Six-month English course at Tissamaharama institute 1999.

I had been involving in staff training & development (T&D Trainer) LANUAGES SKILLS

Fluent in English

Speaking Arabic

PROFESOTIONAL EXPERIENCE

FRONT END SUPERVISOR at Sultan Center Kuwait from 20th September 2015 to 12 th

January 2020.

Responsibilities.

Maintain all logs in every activity to keep tracking the record.

Filling & keeping softcopy data in company server.

Coordinate the ordering of office supplies.

Communicating with customer through various channels.

Develop and implement effective communication strategies that build customer loyalty program, brand awareness, and customer satisfaction.

Assists to the GM & Director of operation in resolving and responding to customer issues received through correspondence or submitted through the owner services, Guest satisfaction survey, and the Customer relations and communications group.

Reviews comment cards, guest satisfaction results and others date to identify areas of improvement.

Lead the marketing and public relation staff.

Maintains quality service by establishing and enforcing organization standards.

Follow up all pending request from customers.

Implementing new procedures and administrative systems.

Maintaining the required standards of the department including hygiene.

Set goals for performance and deadlines in ways that comply with company’s plans and vision and communicate them to subordinates.

Organizing workflow and ensure that employees understand their duties or delegated task.

Providing feedback on the efficiency of the customer service process.

Monitoring employee productivity and provide constructive feedback and coaching.

Handle customer complaints, issues, and question and resolve problems in a timely manner.

Supervise project to guarantee all content is publication-ready.

Maintain timekeeping and personal records.

Pass on information from upper management to employees and vice versa.

Help, drive, motivate and encourage staff to achieve sales targets

Prepare and submit performance reports.

Decide on reward and promotion based on customer performance.

Ensure adherence to legal and company policies and procedures and undertake action if the need arises.

Organize and distribute staff schedules.

Prepare the notes for minutes of meeting.

Knowledge and implementation of all operating procedures.

Coordinating and multi-tasking job duties in a busy environment. GUEST RELATION EXECUTIVE at the Safari Hotel Tissamaharama from 16 th

September 2013 to 25

th

August 2015.

Responsibilities.

Monitor daily bookings and ensure assigned rooms are prepared prior to check-in.

Creates and maintains reservation records by date of arrival and alphabetical listing.

Ensure that employees are properly groomed and dressed.

Allocate rooms to all arriving guests.

Review arrival list to attend to special guest and answer their inquiries.

Communicates reservation information to the front desk.

Processes cancellations and modifications and promptly relays this information to the front desk.

Coordinate and manage communication between guests and staff follow up to ensure we resolve guest concern.

Check on VIP reservations, complete their pre-registration formalities.

Ensure all guests are properly greeted upon their arrival.

Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized service.

Answered telephones, directed calls and took messages.

Coordinate luggage collection and storage.

Co-ordinate with housekeeping for clearing of rooms.

Provide upscale guest service experiences for guest throughout their stay.

Providing excellent guest service as per hotel standards.

Schedule front desk meeting to identify and resolve operational issues, accounting variance, and housekeeping discrepancies.

Maintain up-to date information on room rates, current promotions, offers and packages.

Oversee check-in and check-out procedures, including reservations and financial transaction.

Interact positively with customers and take action to resolve problems to maintain a high level of guest satisfaction and quality.

Address customer complaints and escalate to front office manager when needed.

Showing initiative, problem solving, staff training, team leading.

Communicate both verbally and in writing to provide clear direction to staff.

Manage guest relation team including receptionist and concierges to ensure we comply with all standards and operating procedures.

Appraise team’s performance and produce regular reports.

Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings.

Processes reservation from the central reservation office, other hotel departments and travel agent.

Handles daily correspondence, responds to inquiries and makes reservations as needed.

Establish friendly relationship with regular hotel guest.

Detailed information regarding arrivals and room requirements.

Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest.

Collect guest feedback during guest departure along with likes and dislikes. FRONT OFFICE SUPERVISOR from 01st April 2008 to 09 th

December 2012 and GUEST RELATION EXECUTIVE from 10 th

December

2012 to 13

th

of September 2013 at John Keels Leisure Group Hotels. Responsibilities.

Welcoming guests during check-in and giving a fond farewell to guest while checkout.

Provide information about facilities, programs and other services.

Develops high quality relationship with guests throughout their stay.

Coordinate and manage communication between guests and staff and follow up to ensure we resolve guest concerns.

Monitor daily bookings and ensure assigned rooms are prepared prior to check-in

Ensure special guests, like disabled people, elderly, children and VIPs, received personalized services arrival and departures.

Coordinating and multi-tasking job duties in a busy environment.

Determine customers’ needs and preference, such as schedules and cost.

Handling guest complaint and concerns in an efficient and timely manner.

Provide high level of customer service and maintain a high profile in the day to day front Desk operation.

Showing initiative, problem solving, staff training, team leading.

Ensure that personalize service is offered to each and every guest.

Ensure team members have current knowledge of hotel product, services, facilities, events, pricing and policies and knowledge of the local area and events.

Review arrival list for all arrival and VIPs to check room allocations, amenities and special request.

Coordination with travel agent & reservation team in documentation & payments.

Ensure that guest documentation and information is available and up-to-date.

Processes reservation by mail, telephone, fax or central reservation systems referral and travel agent.

Knows the credit policy of the hotel and how to code each reservation.

Processes cancellations and modifications and promptly relays this information to the front desk.

Promote all hotel amenities, conveniences and programs offered.

Understand the hotels policy on guaranteed reservations and no-show.

Helps develop room revenue and occupancy forecast.

Handles daily correspondence and responds to inquiries and makes reservation as needed.

Walk around with guest and ensuring that they secure whatever services they are in need of.

Willing to undertake any reasonable request made by management in any other areas of the organization.

Ensuring policies are kept current, are approved, and that company members are aware of their implication, eg legal.

Maintaining current awareness about company low.

Ensure that the work place remains clean and tidy. FRONT OFFICE EXECUTIVE at Peacock Beach Hotel at Hambantota from 01 st

July 2007 to 30

th

March 2008.

Responsibilities.

Respond to calls, emails, and routing latters, direct inquiries to appropriate person.

Managing the daily/weekly/monthly function agendas and arrange new meeting, coordinating conferences and appointment.

Preparing and disseminating correspondence, memo and forms.

Anticipate guest needs and build rapport with customers.

Ensure team members have current knowledge of hotel products, services, facilities, events pricing and policies and knowledge of the local area and events.

Monitoring all front desk staff to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.

Handle any guest complaint or contentious issues that cannot be settle directly by team members and provide a fast solution.

Integrates and train employees, providing support for skills development.

Ensure that guest documentation and information is available and up-to-date.

Manage and motivates the front office team in order to provide a high standard of service for guest.

Ensure that the work place clean and tidy.

Review arrival list for all arrivals and VIPs to check room allocation, amenities and special requests.

Monitor stock and order office supplies.

Maintain updated contact information for company employees, and customers, keep such information confidential.

Processes reservation by mail, telephone, telex, fax or central reservation system referral.

Creates and maintains reservation records by date of arrival and alphabetical listing.

Processes reservation from the central reservation office, other hotel departments, and travel agents.

Coordination with travel agent & reservation team in documentation & payments.

Determines room rates based on the selling tactic of the hotel.

Processes cancellation and modification and promptly relays this information to the front desk.

Processes advance deposits on reservation, monitors advance deposit requirements and tracks future room availabilities on the basis of reservation.

Oversee sorting and distribution of incoming mail

Organize and maintain files and records, update when necessary.

Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve rating.

Record meeting minutes and dictation.

Perform inventory of office supplies and order what is needed.

Complete and maintain any incident reports, daily activity reports or other reports requested by management.

Supervises the management of debtors, group and individual guest invoicing and cash operations. FRONT OFFICE EXECUTIVE at Water Front Hotel at Tissamaharama from of 01 st

July 2006 to 01

st

June 2007.

Responsibilities.

Prioritize and delegate daily work responsibilities to front desk staff

Provide upscale guest service experiences for guest throughout their stay.

Answered telephones, directed calls and took messages.

Ensure guests are properly greeted upon their arrival.

Monitor daily bookings and ensure assigned rooms are prepared prior to checking.

Coordination with travel agent & reservation team in documentation & payments.

Checking & compiling all documents submission to the reservation, travel agent, & other departments.

Train and guide front desk staff to provide quality customer service.

Manage staffing schedules, shift changes

Coordinate the ordering of office supplies.

Received all travel agent vouchers, letters, and stamped & distribute to the concern persons and departments.

Inform guest of our hotel services, including breakfast and dining option.

Promote all hotel amenities, conveniences and programs offered.

Manage guest relation team (including receptionists and concierges) to ensure we comply with all standard and operating procedures.

Examine daily duties, assign tasks and check on progress.

Appraise team’s performance and produce regular reports.

Perform all around office administrative work human resources document control.

Assisting and preparing travel agent Invoice and maintain of keep tracking the record all general Invoices.

Maintain all logs in every activity to keep tracking the record.

Assisting the staff as per their requirement.

Perform scanning, photocopying & filing of the documents as required.

Creating & Implemented the Forms & Format in Workshop.

Prepare the notes for minutes of meeting.

Communicated with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders and address complaints.

Completed and mailed bills, contracts, policies, invoices, or checks.

Coordinate luggage collection and storage.

Maintained and updated filing, inventory, mailing, and database systems, either manually or using a computer.

Opened, sorted and route incoming mail, answered correspondence, and prepared outgoing mail.

Reviewed files, records, and other documents to obtain information to respond to requests. RECEPTIONIST at Yala Village Hotel at Tissamaharama from 25 th

October 2004 to 20

th

June 2006.

Responsibilities.

Receiving visitors at the front desk by greeting, welcoming, directing and announcing them appropriately.

Respond to calls, emails, and routing latters, direct inquiries to appropriate person.

Ensure guests are properly greeted upon their arrival.

Providing excellent customer service as per hotel standards.

Maintain guest records and reservation system.

Ensure proper room allocation.

Make and confirm reservation for guest.

Verify and imprint credit cards for authorization.

Provide accurate information about local attraction and services.

Manage conference room bookings and scheduling.

Process accurate payment of guest accounts.

Maintain a neat and orderly front desk and reception area.

Enforce rules and policies of the hotel.

Liaise with necessary staff including housekeeping and maintenance to address any problems or complaints made by guest.

Prepare the Monthly timesheets for the reservation Team.

Performed the stationery requirement for front office and accounts department in monthly basis. .

Attend weekly update meeting.

Allocation of resources to enable task performance

Collect and prepare data for records and reports.

Backup emails and categorize them.

Send and receive documents and letters.

Verify data and correct it where necessary.

Obtain further information for incomplete documents.

Update data and delete unnecessary files.

Maintain schedules and calendars.

Arrange and confirm appointments.

Maintain logbooks or records of activities and tasks.

Respond to requests for information and access relevant files.

Maintain levels of office equipment and stationeries. RECEPTIONIST at Kathik (Ceylon) Ltd in Narahenpita from 15 th

August 1999 to 20

th

January 2001.

Responsibilities.

Answer phones and operate a switchboard and redirect them or keep messages.

Provide basic and accurate information in-person and via phone/mail.

Answer inquiries about company.

Greet visitors warmly and make sure they are comfortable.

Create and maintain updated documents and spreadsheet.

Keep front desk tidy and presentable with all necessary material.

Call persons waiting for visitor and book them a room to meeting.

Schedule meeting and conference rooms.

Coordinate office activities.

Gather personal and insurance information.

Hand out employee application.

Provide basic and accurate information in-person and via phone/email.

Arrange travel and accommodation, and prepare vouchers.

Keep updated records of office expenses and cost.

Perform other clerical receptionist duties such as filling, photocopying, transcribing and faxing. SPORTS

Member of School Volleyball Team

Member of School Netball Team

PERSONAL DETAILS

Date of Birth : 07th of April 1981

Gender : Female

Nationality : Sri Lankan

Religion : Buddhist

Civil Status : Single

Home Address : No23, Second Step, Detagamuwa, Kataragama, Sri Lanaka Passport No & National ID No : N5488674 -815982240V School Attended : Kataragama Central Collage (High School) REFERENCES

Ms.Ayesha Wickramasighe Mr.Rizwan Lateef

Front Office Manager Store Manager

Bentota Beach Hotel Sultan Center Kuwait

Tel No-+94-76-803**** Tel No-+965-********

I hereby certify that the above information is true and correct to the best of my knowledge and belief. Thank you,

Ruwani Dilrukshi

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