Opera PMS
SHASHIKA WICKRAMASINGHE
Bentota
Summary
Productive Front Office Manager with strengths in Front Office Management, Customer Service, Sales and Accommodation operations. Proven skills in pre-opening & successful in developing strategies those have resulted in maximizing customer satisfaction. Instrumental in enhancing best customer reviews with an extensive repeat customer success rate in different categories of Hotels and Resorts in Sri Lanka, Maldives & Oman.
Overview
10
10
years of professional experience
11
11
Certificates
43
43
years of post-secondary education
Work History
Front Office Manager
Barcelo Mussanah Resort
09.2022 - Current
- Number of rooms (308) | Number of direct reports (30+)
- Lead the Front Office department, Transport division & Guest experiences
- Manage department’s Monthly, Yearly budgets
- Ensure the Front Office team members are well trained & follow the standard operational procedures
- Engage with internal & external customers to enhance their experiences & satisfaction
- Manage corporate accounts & group businesses along with revenue team
- Attend revenue meetings to ensure that the maximum revenue is achieved & budgeted income is exceeded
- Coordinate with F&B team to organize large cooperate events
- Manage special projects to enhance the quality of accommodations
- Handle technical projects & PMS installations in coordination with corporate office
- Ensure that the resort is well maintained & preventive maintenance is in place
- Meet, Greet & Welcome VIP & VVIP guests ensuring their stays are comfortable & valued
- Ensure the resort’s KPIs are up to standards & targeted scores are always achieved
- Coordinate with executive office to execute special projects, tasks & plans
- Manage resort’s fleet & ensure that the vehicles are well maintained to meet the standards
Front Office Manager
Adaaran Select Meedhupparu
03.2021 - 09.2022
- Maldives www.adaaran.com, Number of rooms (231) | Number of direct reports (40+)
- Lead Front Office department, Airport/Transport operations, Kids’ club & Guest experiences
- Managed department’s Monthly, Yearly budgets
- Made regular plans to increase Extra revenue in the department by promoting Upsells, Upgrades, Excursions
- Prepared Daily, Monthly & Yearly reports to highlight department’s operational strategies & revenue
- Attended review & revenue meetings on Weekly, Monthly basis
- Conducted regular trainings to Front Office team
- Accommodated & managed resort FAM trips in coordination with the Sales & Marketing team
- Ensured the resort’s safety & security measures as per HPA guidelines against Covid-19
- Lead the communication aspects in between the guests, other departments & team members
- Arranged preferred Accommodation & Service requests of all repeat guests
- Planned all Air Transfers in & out of the resort
- Coordinated with the Talent Management team for new Recruitments, Training & Development
- Managed 4 boutique shops & making plans to enhance revenue monthly
- Assisted the Executive housekeeper on operational needs & coordinated with housekeeping team in the absence of the Executive housekeeper
- Liaised with Security manager to ensure all guest movements are smooth & safe
Front Office Manager
The Standard
07.2019 - 02.2020
- Maldives www.standardhotels.com, Number of rooms (115) | Number of direct reports (30+)
- Head of Front Office department, Communications, Airport operations, Logistics, Kids’ club & Guest experiences
- Took part of re-branding & a member of re-branding task force
- Implemented & Improved Brand Standards & Standard Operation Procedures (S.O.P)
- Was responsible for short- and long-term financial planning and the department’s operational budget
- Was coordinating with Logistics department to manage daily Seaplane & Domestic flight movements, Scheduling
- Sea planes, Domestic flights & Speed boats to ensure smooth Arrival & Departure experience for resort guests
- Trained, Coached & Guided Front Office team on daily basis to ensure that they are on top of the operation
- Implemented & Maintained Quality Assurance checklists for key operational areas of the resort
- Attended Weekly/Monthly Revenue, Operational & Ex-com meetings
- Handled Travel agent, Press & Media familiarization trips to the resort
- Worked closely with housekeeping department to ensure that the guest villas are up to standards & well maintained at any given time
- Handled all VIP, VVIP arrivals in coordination with all operational departments as the first point of contact
- Ensured the Island’s Security & Safety in coordination with Resort Manager & Security Manager
- Managed resort’s retail shop in coordination with retail attendant & storekeeper
Front Office Manager
Hulhule Island Hotel
06.2018 - 07.2019
- Hih.com.mv, Number of rooms (136) | Number direct reports (40+)
- Head of Front Office department, Security, Spa, Wellness, Transport, Sales & Reservations
- Managed 9 International Airline contracts & Crew Accommodation
- Improved Brand Standards & Standard Operation Procedures (S.O.P)
- Responsible for short- and long-term financial planning and the department’s operation
- Trained, Coached and counseled team members to reflect Service Standards and Procedures
- Managed the performance in OTAs (Booking.com, Agoda, Expedia, C-trip, TUI Destimo, I-hotellier)
- Maintained excellent communication within all departments in order to maintain daily smooth operation
- Met with Corporate companies, Travel agents & Airlines to enhance future business
- Created expectations, managed processes and held people accountable on Activities and Time tables
- Managed overbooking & High occupancy situations with minimum negative effect to room revenue
- Handled VIP, VVIP movements and Special attention guest requirements
- Conducted interviews & recruited candidates for the positions vacant
Rooms Division Manager
Wonder Hotel
02.2017 - 06.2018
- Www.wondercolombo.com, Number of rooms (93) | Number of direct reports (40+)
- Headed Front Office, Housekeeping, Laundry, Reservations & Sales departments
- Implemented hotel Pre-opening schedules for the benefit of smooth planning
- Worked with suppliers & contractors to ensure the deadlines are met
- Planned & implemented Brand Standards & Standard Operation Procedures (S.O.P)
- Responsible for short- and long-term financial planning and the entire hotel’s opening & operation
- Developed and recommended budgets, labor cost plans and managed within those approved plans
- Assisted project manager to design Floor plans & Rooms matrix including public area designs/layouts
- Advertised, Short listed & Recruited employees for all Front of the house departments
- Trained, Coached and Counseled team members to reflect Service Standards and Procedures
- Supported to introduce & implement a new Property Management System (WINHMS)
- Managed data in the Channel Manager (STAAH), GDS & OTAs (Booking.com, Agoda, Expedia, C-trip)
- Performed all tasks of Front Office Manager & Executive Housekeeper as needed to facilitate the services
- Maintained excellent communication within all departments and corporate office in Tokyo
- Designed information on Room rates, Specials, packages, Travel agent rates etc
- Met with Corporate companies, Travel agents & Airlines to enhance future business
Resort Administrator cum Butler Manager
ÀNI, Private Resorts
02.2016 - 02.2017
- Www.aniprivateresorts.com, Number of rooms (15) | Number of direct reports (28+)
- Attended daily HOD meetings plus monthly operational/budget meetings
- Acted as the Front of the House Manager, Overlooked Butler Service & In-charge of monthly attendance & payroll of all team members
- Was responsible for villa maintenance, adequate supplies in villas, daily menus, housekeeping services & in-villa dining
- Assignment of tasks to maintenance team, housekeeping team, gardeners, drivers & butlers on daily basis
- Managed Guest transports, Tours, Airport transfers & Flight bookings for guests as well as the associates
- Worked with Embassies, Overseas tour operators, Event planners & Companies to provide high-end personalized services for VIP/VVIP clients prior & after the arrivals or during their stays
- Ensured smooth operation by delivering an exclusive service for all high-end customers as per the brand standards
- Developed / Enhanced SOPs upon service requirements/demands
- Handled guest concerns, feedbacks & complaints & acted accordingly to exceed guest satisfaction
- Extended service recovery based on demands or provided approvals whenever necessary
- Performed daily routine checks on the entire resort including public areas, Guest Villas, Restaurants, Garden,
- Kitchens, Laundry, Storage areas & Beach areas & assigned tasks to the team members for repairs & maintenance
- Was responsible for the entire resort's Guest privacy, Security, Maintenance of villas, Kitchens & Public areas
Front Office Manager
Sun
04.2015 - 02.2016
- Www.sunsiyam.com, Number of rooms (34) | Number of direct reports (18+)
- Reported to General Manager, Director of Sales, Financial Controller, Revenue Manager & Corporate office
- Held responsibility for daily operations at Front Office and Financial measures at the resort
- Provided assistance to Director of Marketing & P.R manager in developing and enhancing business promotions
- Held responsibility for development of staff, new recruitment and performance
- Provided assistance for the Rooms Division Manager to ensure the physiological & psychological comfort of all valued customers
- Initiated incentive plans for the resort team to encourage them in Sales & Up selling
- Participated in Business meetings, Conferences & Travel Exhibitions with Sales & P.R Team to promote the business
- Attended property inspections with Director of Marketing to identify the operational demands and business challenges
Assistant Front Office Manager
Jungle Beach by Uga Escapes
11.2013 - 04.2015
- Lanka www.ugaescapes.com, Number of rooms (47) | Number of direct reports (20+)
- Head of the Front Office Department, Resort Reservations & Transports
- Attended daily H.O.D briefings and monthly management meetings
- Responsible for resort's operation acting as the Duty manager at any given time
- Conducted Training programs and enhanced Leadership skills of Front Office Team
- Attended month end meetings with financial controller, G.M Sales & Marketing, Sales team and Resort accountants, to maintain travel agent/tour operator relationships & contracts
- Held responsibility for all Excursions, Activities and Tours arranged by the resort & the monthly revenue of each sector
- Managed all Travel agent visits and property show-a rounds
- Assisted HR department & Resident manager on staff recruitment & yearly appraisals
- Managed all VIP, VVIP guests from the time of the reservation till the departure
Front Office Executive
Jungle Beach by Uga Escapes
02.2013 - 11.2013
- Monitored daily duties & responsibilities of F.O team
- Allocated daily duties to Front Office team
- Attended travel agent site inspections, VVIP check-ins
- Liaised with Embassies & Ministries of Sri Lanka with special bookings
- Introduced new brand standards and enhanced productivity of F.O Team
- Acted as an assistant H.O.D in the absence of Front office manager
- Conducted Night audit process & supervised guest room billing
- Assisted H.R team in all CSR initiatives by the resort
Front Office Supervisor
Jungle Beach by Uga
05.2012 - 02.2013
- Opening)
- Attended Check-ins & Check-outs including all VIP services
- Allocated rooms for next days & created monthly Duty Rosters
- Conducted daily briefings for Guest service assistants & Cashiers
- Assisted implementation of new Property Management Systems to the resort
- Created reports of Guest feedback and Comments
- Shared Information, Reservation details, Special remarks & Reservation Forecasts among all departments
- Up sold & promoted Special dining, Room bookings, Spa bookings & Excursions
- Assisted & arranged daily requirements of live entertainment providers
Education
Diploma - Hotel Front Office Management
Sri Lanka Institute of Tourism & Hotel Management
Certificate in Hotel Front Office Operations - undefined
Certificate in Housekeeping & Accommodation Operations - undefined
D.S Senanayake College
General Certificate of Advanced Level - undefined
Sri Sumangala College
General Certificate of Ordinary Level Examination - undefined
Cornel University
Certificate of Hospitality Management - undefined
Institute of Hospitality | TYPSY Australia
Certificate of Guest Experience Fundamentals (online) - undefined
American Hotel & Lodging Educational Institute
Diploma - Hospitality Management
Alison University
Diploma of Customer Service - undefined
Skills
Policy and procedure modification
Oral and writing communication
Documentation and control
Proficient in [Software]
Relationship building
Staff Management
Issue handling
Workflow planning
Financial Management
Strategic planning
Certification
Management Systems (PMS): OPERA, TAURAS, OnQ, WINHMS, IDS
Accomplishments
- Achieved 88.2% GRI score in 1 month by enhancing guest experience & customer engagement with efficiency.
- Achieved productivity of operational departments by introducing Snapfix software for preventive maintanence tasks.
Software
IDS
WinHMS
TAURAS
OnQ
STAAH
TravelClick
Microsoft Office
Timeline
Front Office Manager
Barcelo Mussanah Resort
09.2022 - Current
Front Office Manager
Adaaran Select Meedhupparu
03.2021 - 09.2022
Front Office Manager
The Standard
07.2019 - 02.2020
Front Office Manager
Hulhule Island Hotel
06.2018 - 07.2019
Rooms Division Manager
Wonder Hotel
02.2017 - 06.2018
Resort Administrator cum Butler Manager
ÀNI, Private Resorts
02.2016 - 02.2017
Front Office Manager
Sun
04.2015 - 02.2016
Assistant Front Office Manager
Jungle Beach by Uga Escapes
11.2013 - 04.2015
Front Office Executive
Jungle Beach by Uga Escapes
02.2013 - 11.2013
Front Office Supervisor
Jungle Beach by Uga
05.2012 - 02.2013
Diploma - Hotel Front Office Management
Sri Lanka Institute of Tourism & Hotel Management
Certificate in Hotel Front Office Operations - undefined
Certificate in Housekeeping & Accommodation Operations - undefined
D.S Senanayake College
General Certificate of Advanced Level - undefined
Sri Sumangala College
General Certificate of Ordinary Level Examination - undefined
Cornel University
Certificate of Hospitality Management - undefined
Institute of Hospitality | TYPSY Australia
Certificate of Guest Experience Fundamentals (online) - undefined
American Hotel & Lodging Educational Institute
Diploma - Hospitality Management
Alison University