Chaminda Lakmal Rupasinghe
Califonia
Summary
Friendly Guest Service Manager brings extensive hospitality and customer service expertise. Greets guests and dedicates full attention to meeting needs and promoting site amenities. Resolves and improves sources of dissatisfaction to retain happy and loyal patrons.
Overview
20
20
years of professional experience
Work History
Guest Service Manager
Cinnamon Grand Hotel-Colombo 03
Colombo
2008.02 - 2019.10
- Assisted in the recruitment, training and management of Guest Service staff.
- Monitored customer service operations to ensure quality standards were met.
- Developed strategies to increase customer satisfaction levels and reduce customer complaints.
- Provided support with day-to-day operational issues related to guest services.
- Maintained accurate records of all guest interactions, inquiries and complaints.
- Conducted regular performance reviews for guest service staff members.
- Resolved conflicts between customers and staff in a timely manner.
- Coordinated special events or activities related to guest services.
- Addressed customer concerns promptly and professionally.
- Monitored reservations to track incoming parties and special events.
- Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
- Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
- Responded to and resolved guest issues or complaints.
- Delegated work to staff, setting priorities and goals.
- Input and confirmed reservations for guests.
- Managed team of front desk agents, supervising personnel in issue resolution.
Front Office Executive
Galle Face Hotel-The Regency Colombo 03
Colombo
2004.03 - 2008.02
- Greeted customers, answered inquiries and directed them to the appropriate department.
- Provided customer service support to clients over the phone and in person.
- Organized incoming mail and distributed it accordingly.
- Updated guests' information in computer databases accurately and regularly.
- Responsible for handling guest relations staff, reception staff, bell operation, door man, and the valet operations.
- Assisting the Rooms Division Manager and Front Office Manager in handling crisis situations and VIP moments.
- Preparing the front office statistics for the management.
Trainee-Stewart (in Service Traning)
Hilton Colombo
Colombo
2002.02 - 2002.08
- To achieve customer satisfaction, in other words, meet the customer needs. The customer needs that the customer might be seeking to satisfy include psychological, economic, social, and convenience.
Trainee Cook
Taj Samudra
Colombo
2000.07 - 2001.01
- Assisted in the preparation of ingredients for dishes, including washing, peeling and chopping vegetables.
- Maintained cleanliness of work areas, equipment and utensils throughout service.
- Followed recipes accurately to ensure consistent quality of dishes served.
- Set up buffet tables with food items according to instructions from head chef.
- Monitored food storage temperatures to ensure compliance with safety standards.
- Observed strict hygiene practices at all times while handling food items.
- Plated meals according to presentation guidelines set forth by head chefs.
- Prepared cold salads, dressings and sauces as directed by sous chef.
- Ensured that all leftover food was properly stored for later use or disposed of safely.
- Checked quality of raw ingredients before being incorporated into dishes.
- Sanitized workstation at end of shift to minimize risk of salmonella and other food-borne illnesses.
- Maintained clean and orderly appearance throughout kitchen and dining area.
- Received and stored food and supplies.
- Monitored temperatures of prepared food and cold-storage areas.
- Communicated effectively with wait staff regarding patron food allergies and dietary restrictions.
In-Service Training(As a Room Boy/Houseman)
Galadari Hotel-Colombo
Colombo
1999.06 - 1999.12
- During this period of training, it was divided between rooms and public areas. While working in rooms, all aspects of cleaning, including the preparation of rooms for VIP arrivals, as well as special cleaning projects, were done. Working in public areas included the basement, staff lockers, the pool, and health club. During this period, all trainees were given experience in shampooing carpets, vacuum cleaning, and maintaining different types of floors.
Education
High School Diploma -
Royal College
Colombo-071998-01
Skills
- Member of Art Circle Royal College
- Member of English Literature Association -Royal College
- Member of Political Science Association -Royal College
Accomplishments
- Awarded as a employee of the month of June 2005 at the Galle Face Hotel Colombo 3.
- Awarded as a employee of the Year 2005 at the Galle Face Hotel Colombo 3
Affiliations
- Successfully completed the official overseas course of professional Development module JKH Summer School 2012 Front Office. which held at Emirates Academy of Hospitality (In academic association with Ecole Hoteliers de Lausanne ) in Dubai from 21st August 2012 in UAE.
Timeline
Guest Service Manager
Cinnamon Grand Hotel-Colombo 03
2008.02 - 2019.10
Front Office Executive
Galle Face Hotel-The Regency Colombo 03
2004.03 - 2008.02
Trainee-Stewart (in Service Traning)
Hilton Colombo
2002.02 - 2002.08
Trainee Cook
Taj Samudra
2000.07 - 2001.01
In-Service Training(As a Room Boy/Houseman)
Galadari Hotel-Colombo
1999.06 - 1999.12
High School Diploma -
Royal College
Similar Profiles
Harshi MendisHarshi Mendis
Kitchen Staff Member at Cinnamon Grand HotelKitchen Staff Member at Cinnamon Grand Hotel
Lasan GamageLasan Gamage
Chef at Cinnamon Red ColomboChef at Cinnamon Red Colombo
Malinda WeerasingheMalinda Weerasinghe
Banquet Sales Manager at Cinnamon Lake Side ColomboBanquet Sales Manager at Cinnamon Lake Side Colombo