DEVIN RAVINDU RANASINGHE

Company Overview: Luxury Five-Star Resort, Dubai, UAE

• Oversaw and managed the entire front office shift, ensuring flawless execution of daily operations aligned with luxury service standards.
• Delivered an exceptional guest experience by personally welcoming VIPs, managing special preferences, and ensuring service personalization.
• Supervised a diverse team of front desk agents, bell attendants, and lobby hosts, providing on-the-spot coaching and performance feedback.
• Resolved guest complaints and service issues diplomatically and promptly, maintaining high levels of guest satisfaction and TripAdvisor ratings.
• Conducted team briefings, delegated responsibilities, and monitored lobby presence to maintain a polished, guest-focused environment.
• Ensured compliance with brand policies, operational SOPs, and safety/security procedures across all front office functions.
• Collaborated closely with Reservations, Housekeeping, and Engineering to ensure room readiness, special requests, and seamless guest transitions.
• Took ownership of shift reports, incident logs, and performance metrics, providing updates to Front Office Management for strategic review.
• Played a key role in onboarding and training new hires, while continuously mentoring junior staff through coaching and cross-training programs.
• Supported the Front Office Manager in implementing service innovations, loyalty program targets, and upselling initiatives.
• Maintained front office inventory and ensured all equipment and supplies were available for uninterrupted shift operations.
• Utilized Opera PMS and other hotel systems to manage guest profiles, billing accuracy, and room allocation efficiency.
• Successfully led a multicultural front office team during peak occupancy periods, ensuring smooth operations and high guest satisfaction.
• Recognized by senior management for consistently maintaining service excellence and upholding the resort's luxury brand standards.
• Played a key role in training and mentoring new team members, contributing to improved team performance and service consistency.
• Trained 4 new employees and delegated daily tasks and responsibilities.
• Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
• Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
• Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
• Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
• Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
• Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.

• Company Overview: Luxury Five-Star Resort, Dubai, UAE
• Managed approximately 30 incoming calls, emails and faxes per day from customers.
• Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
• Collected room deposits, fees, and payments.
• Maximized revenue by upselling room upgrades and additional services.
• Handled cash transactions accurately, balancing daily reports at the end of each shift.
• Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
• Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
• Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
• Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
• Greeted guests upon arrival and offered assistance.
• Collaborated with housekeeping staff to ensure rooms were prepared and available on time.

• Oversaw day-to-day operations of 152-rooms hotel with staff of 10 employees.
• Hired, trained and managed team of 3 Guest Services Representatives successfully.
• Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
• Attended training courses to build understanding of processes, techniques, and industry.
• Streamlined the onboarding process for new trainees, reducing time to productivity.

• Responded to incoming guests (Approximately more than 50 calls), telephone calls, and email inquiries with efficiency and professionalism.
• Managed group bookings to ensure seamless organization of events and accommodations.
• Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
• Streamlined check-in processes for increased efficiency and reduced wait times.

• Supported departmental tasks to increase understanding of industry processes.
• Filled out timesheets and paperwork according to identified requirements.
• Operated cash registers and managed financial transactions.
• Handled cash transactions and maintained sales and payments records accurately. (A Cash Float of 50,000 LKR was given for each shit)