Gayan Nugawela
Muscat
Summary
With over 8 years of experience in reservations and revenue management, I'm a passionate and results-oriented leader who strives to optimize the performance and profitability of cluster properties at Centara Hotels & Resorts. Managing the overall operation of the reservations & revenue department, ensuring compliance with company policies and standards, contributing to sales activities and revenue growth, conducting online rate audits and analysis, and identifying and communicating sales leads and opportunities. Having strong communication, customer service, and guest relations skills, and enjoying working with diverse teams and stakeholders to achieve common goals. Willingness to learn new skills and technologies and to apply knowledge and expertise to enhance the guest experience and loyalty within the company.
Overview
17
17
years of professional experience
Work History
Cluster Asst. Reservations Manager
CENTARA MUSCAT HOTELS
09.2022 - Current
- Manage the overall operation of the Reservations & Revenue for cluster properties.
• Oversees all the OTA's and brand's website for necessary campaigns, promotions and offers.
• Preparing Daily pickup-up Reports and weekly revenue forecasting and assisting in budgeting.
• Closes the best opportunities for the property based on market conditions and property needs and monitors same-day selling procedures to maximize room revenue and control each hotel's occupancy.
• Conducts online rate audits every month for all Extranet of web, offline and online, to ensure rate and inventory parity and that rate strategies and agreements set are being adhered to
• Daily tracks no-show reservations, processes charges as needed and checks daily arrivals, and daily rate checks to ensure all necessary billing instructions are applied to reservations
• Promotional rates must be checked and observed running on all Channels of Distribution.
• Supports customer loyalty and property brand standards by delivering service excellence throughout each customer experience.
• Cross-check all the channels of distribution to see if the hotel is with complete information and if required, coordinate with the respective office.
• Optimizing room inventory through LOS restrictions
• Control Blackout dates
• Up–dating new company rates in Opera. - Participated in revenue management meetings, providing valuable input on pricing strategies based on market demand and competition analysis.
- Monitored inventory levels, coordinating with housekeeping and maintenance departments to ensure seamless guest experiences.
- Enhanced customer satisfaction by efficiently managing and processing reservation requests.
- Streamlined booking procedures for improved accuracy and reduced reservation errors.
- Checked in average of [Number] passengers per flight.
Reservations Manager
Haritha Villas + Spa
02.2022 - 09.2022
- Assist in budget preparation and expense control activities Process customer invoices in a timely and accurate manner
- Provide financial expertise to management for revenue improvements
- Review and recommend improvements to existing revenue management functions
- Identify and resolve revenue-related issues promptly
- Analyze financial statements and determine monthly revenues and expenses
- Develop revenue recognition strategies to maximize company revenue
- Generate revenue reports and financial statements for management review
- Setting up rate strategies for OTA's and brand websites
Administration Manager
Aprota Villas Arugambay - Sri Lanka
08.2020 - 02.2022
- Developing reviewing, and improving administrative systems
- Training and evaluating new employees
- Enhances the organization's human resources by planning, implementing, and evaluating employee relations and human resources policies
- Oversee the hotel revenue and be responsible for achieving the revenue targets and yearly budget.
- Managing procurement
Assistant Front Office Manager
RAMADA BY WYNDHAM COLOMBO
08.2019 - 06.2020
- Direct and control the activities of the front office and reservations, and ensure adherence to Wyndham standards, policies, and procedures
- Ensure that all personnel are kept well informed of department objectives and policies
- Ensure the proper image is being maintained by all team members with respect to grooming and uniform standards
- Support and participate in all hotel programs, policies, and procedures, with special emphasis on the orientation of new employees
- Prepare all necessary forecasts to work closely with reservations, front office, and sales to maximize occupancy, rate and revenue Keep all departments notified of any fluctuations in business levels, special guests groups, etc
- Develop relationships with clients, return guests, group contacts, etc., to provide maximum personalized guest service
- Make suggestions for improvements in overall operations, with an emphasis on increasing guest satisfaction and revenues as well as reducing costs
- To monitor and analyze the payroll for room division to ensure maximum effectiveness towards guest services while realizing full profit potential
- Responding properly and taking a supervisory role in any hotel emergency or safety situation, as well as ensuring the proper control and instructions of said emergency procedures to the rooms division
- Manage all administrative duties as specified by the company.
Cluster Senior Executive, Reservations
ONYX Hospitality Group
01.2018 - 07.2019
- To deal efficiently and politely with all telephone, email, internet, and 'in person' inquiries, maintaining Onyx standards
- Handling all the groups (corporate, MICE, & travel agent groups) for three properties and entering them into the Opera System with the correct rate code
- Preparing reports such as No Show, Cancellations, and Daily Pickup
- Ensure that all reservations are recorded according to Onyx's established procedures with full and precise information and that they are inputted accurately and promptly into the system
- Maximizing revenue by converting inquiries and recognizing business prospects and opportunities to sell rooms and venue services
- To liaise with clients and customers to coordinate corporate events while building rapport and creating professional relationships
- To exercise effective listening to capture relevant information and provide a premium experience for the guest
- To liaise with all departments to ensure the best service is offered to our customers
- As a departmental trainer, I conducted on-the-job training for the front office and reservation staff within cluster properties.
Cluster Executive Reservations
Citrus Leisure PLC
12.2016 - 12.2017
- Assist in Revenue Management to ensure maximum profitability Controlled room blocks for Sales department and coordinated with other departments as needed
- Trained and managed front office agents on reserving room reservations
- Maintains PMS and revenue management systems and changes rates accordingly
- Entering bookings (reservations) to Destinity with the correct and market segments
- Upholding maximizes revenue on a daily basis by up-selling room types to gain more revenue
- Responsible for monitoring the allotments for the local agents.
Revenue & Reservations Executive
Mount Lavinia Hotel
05.2015 - 12.2016
- Makes and confirms reservations and handles all OTA reservations and inventory systems (Agoda, Booking.com, Expedia, online promotions, etc...)
- Make sure to increase sales by visiting travel agents and quoting rates in order to acquire more business
- Preparing sales and revenue reports and responding for all sales and reservation inquiries
- Digital marketing through social media, PPC, news feeds online, and website SEO is necessary to maximize revenue from launching online promotions
- Answers inquiries pertaining to hotel services, guest registration, shopping, dining, entertainment, and travel directions
- Entering bookings (reservations) into PMS Opera with the correct market segments
- Upholding maximizes revenue on a daily basis by up-selling room types to gain more revenue
- Responsible for monitoring the allotments for the local agents
- Promotes and supports brand voice and brand initiatives such as priority clubs and associate programs
- Accountable for following up on no credit agents in the absence of a revenue analyst
- Provides and ensures high-quality guest relations
- Receives and resolves guest complaints in a manner consistent with company policy.
Reservations Executive
Aitken Spence Hotels
09.2014 - 04.2015
- To liaise with central reservations and sales daily or weekly on the latest prices, promotions, focus, and strategy
- I should be able to give suggestions for changing the rates considering the pickup and occupancy of the hotel
- Call to confirm guaranteed and/or non-guaranteed reservations; clear wait-listed reservations
- Monitor front desk reservations made the night prior and address any reoccurring issues
- Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests' arrival
- Our hotel apartment is offering full-dedicated destination services for FIT, groups/MICE, and cruise ships
- For FIT, a B2B, online reservation system, etc., so that registered customers can book online accommodations
- Knowledge of Opera system and GDS websites, etc.
Front Office Manager
Cantaloupe and Co
11.2013 - 08.2014
- Manage the front office, reservations, and guest activities, and ensure adherence to Cantaloupe Hotel standards, policies, and procedures
- Ensure that all personnel are kept well informed of department objectives and policies
- Ensure personalized service for all the customers
- Support and participate in all hotel programs, policies and Prepare all necessary reports to work closely with reservations, front office, and sales to maximize occupancy, rate and revenue Keep all departments notified of any fluctuations in business levels, special guests groups, etc
- Develop relationships with clients, return guests, group contacts, etc., to provide maximum personalized guest service
- Make suggestions for improvements in overall operations, with an emphasis on increasing guest satisfaction and revenues as well as reducing costs
- Responding properly and taking a supervisory role in any hotel emergency or safety situation, as well as ensuring the proper control and instructions of said emergency procedures to the rooms division.
Duty Manager
CityMax Hotels by Landmark Group
05.2011 - 10.2013
- Maintain the Log Book and effective follow-up system; Check the daily arrival
- Through knowledge of guest relations, organizing excursions, and handling complaints
- List and monitor all VIP movements
- Ensure that the guest has a pleasant stay by supervising the requirements and services
- Keep up-to-date with current promotions and hotel pricing to provide information to guests on request while maximizing bedroom sales opportunities
- Fulfill all reasonable requests from guests to ensure their comfort, satisfaction and safety
- Night auditing and handling group check-ins Co-ordinate with interdepartmental for smooth operation Prepare reports on occupation, average rates, front office impressions, and measures
- Through knowledge of front office cashiering, currency exchange, and settling guest bills at check-in and check-out
- Ensure through regular monitoring of GSTS and feedback
- Maintain the guest history system and update it on all guest profiles.
Reservations Executive
Oman Hotels & Tourism Co. SAOG
04.2010 - 12.2010
Guest Relations Officer
Kurumba Maldives by Universal Resorts
04.2007 - 07.2009
Education
MBA - International Hospitality Management
University of Wales Trinity Saint David
United Kingdom01.2022
Postgraduate -
Pearson BTEC UK
Colombo01.2019
Diploma - Hotel Management
Sri Lanka Institute of Tourism And Hospitality Management
Colombo01.2006
Skills
- Opera Cloud
- Front Office & guest relations
- Reservations & Revenue management
- Event planning support
- Staff Training and Development
- Revenue Forecasting, Budgeting
- Yield management
Languages
English
Personal Information
Title: CLUSTER ASST. RESERVATION MANAGER
Timeline
Cluster Asst. Reservations Manager
CENTARA MUSCAT HOTELS
09.2022 - Current
Reservations Manager
Haritha Villas + Spa
02.2022 - 09.2022
Administration Manager
Aprota Villas Arugambay - Sri Lanka
08.2020 - 02.2022
Assistant Front Office Manager
RAMADA BY WYNDHAM COLOMBO
08.2019 - 06.2020
Cluster Senior Executive, Reservations
ONYX Hospitality Group
01.2018 - 07.2019
Cluster Executive Reservations
Citrus Leisure PLC
12.2016 - 12.2017
Revenue & Reservations Executive
Mount Lavinia Hotel
05.2015 - 12.2016
Reservations Executive
Aitken Spence Hotels
09.2014 - 04.2015
Front Office Manager
Cantaloupe and Co
11.2013 - 08.2014
Duty Manager
CityMax Hotels by Landmark Group
05.2011 - 10.2013
Reservations Executive
Oman Hotels & Tourism Co. SAOG
04.2010 - 12.2010
Guest Relations Officer
Kurumba Maldives by Universal Resorts
04.2007 - 07.2009
MBA - International Hospitality Management
University of Wales Trinity Saint David
Postgraduate -
Pearson BTEC UK
Diploma - Hotel Management
Sri Lanka Institute of Tourism And Hospitality Management
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