MILAN RANASINGHE

301-***-**** adynwl@r.postjobfree.com Gaithersburg, MD Linkedin.com/in/mranasinghe

PROFESSIONAL SUMMARY

Effectively completed a full exterior/interior renovation within 1 year to a 36 year old Courtyard brand hotel by streamlining labor, restructuring hotel guest services, while under supply chain constraints for both hotel and renovation project.

Streamlined the up-sell process and introduced new room revenue generators resulting in over 206% gain to goal.

Produced property background work project and executed in time to successfully rollout Marriott Mobile Key program. Led and introduced the program while achieving 98% success rate on total property training program.

Multi-faceted management executive with expertise in:

Budget Analysis - Auditing - Strategic Planning - Team Development

Communication - Project Management - Financial Analysis - Policy Creation and Compliance

EXPERIENCE

Assistant General Manager 2/2019 – Present

Courtyard Silver Spring North, Silver Spring MD

Currently manage $4 million operation with 5 direct report leaders and 35 frontline associates varied by multiple departments.

Analyzed and data mapped daily operational costs to implement a streamline process. As a result, daily operational cost reduced by 4% across all budgeted accounts.

Collaborated with operations leaders to identify food & beverage guest satisfaction shortfall areas. As a result, 3 key areas were identified and trained all food & beverage staff which lead to meet higher satisfaction level threshold.

Identified focus areas and implemented processes to improve the financial control audit overall performance.

Re-structured and re-opened hotel restaurant with a newly developed culinary menu to meet the post pandemic business demand.

Improved food cost by 2 points year over year and improved outlet labor by 3 point year over year.

Introduced a new beer, wine, and ready-made cocktail selection to the hotel lobby Market in order to drive revenue due to the pandemic effect.

Sr. Room Operations Manager 4/2017 – 2/2019

Washington Dulles Airport Marriott, Dulles VA

Lead product delivery strategist for Marriott GXP system for data tracking and identifying trends to improve guest satisfaction. Successfully rolled out the program by prioritizing training phase for business users.

Implemented new labor forecasting method to achieve productivity goals which resulted in 2 point savings on overall labor productivity.

Developed property work project to successfully implement Marriott Mobile Key program. Led and introduced the program while training the team on key execution tasks.

Successfully collaborated with Revenue teams on the project during the implementation of Marriott property and global revenue room generator (ERS).

Led the Room Service department by improving order taking process to customer focused food delivery to the room. This was done by first training the order taking associates on service cues and building communication steps with kitchen and food delivery associates.

Assistant Director of Front Office 11/2014 – 4/2017

Wardman Park Marriott, Washington DC

Implemented new cash handling policies within Front Office and Food & Beverage front ends to mitigate cash shortages within a given operational shift.

Improved guest satisfaction by creating a new “Wait Card” process to communicate to guests when each assigned guestroom will be available. This resulted in reduced complaints from conference attending guests and improved arrival score on guest survey.

Reduced the cost of guest relocation by establishing a process to communicate with each arriving guest to verify their arrival times. This allowed the team to allocate precise number of rooms that will be occupied per night and to secure additional rooms in different hotel at a discounted rate.

Room Operations Manager 10/2013 – 11/2014

Bethesda North Marriott, North Bethesda MD

Managed 35 associates and 4 leaders in housekeeping department with a $2 million operational budget.

Developed performance goals to meet customer satisfaction and address ongoing service issues.

Successfully reduced 2.6% of labor cost by eliminating a “buy room” process and incorporating total rooms cleaned to hours worked.

Assistant Rooms Manager 12/2010 – 10/2013

Bethesda North Marriott, North Bethesda MD

Supported the daily operations of the housekeeping department with managing guest supplied and cleanliness supplies.

Responsible for maintaining weekly labor progress and mitigating risk of productivity increases.

EDUCATION & CERTIFICATIONS

Bachelor of Science in Business / University of Maryland 2010

Certificate in Business Project Management / University of Maryland 2010

TIPS Certified 2021

SKILLS

Salesforce, Marriott Full-Service PMS, Marriott Select Service FOSSE, MICROS, MS Excel, PeopleSoft, ServiceNow, MS Access

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