Hashini Jayaratne
Customer Services
27/1 Weliweriya West, Weliweriya,12
Summary
Dynamic and results-driven hospitality and customer service professional with over 11 years of experience in luxury hotels, high-end restaurants, and VIP guest relations. Renowned for delivering exceptional, personalized experiences by putting myself in the customer’s shoes and anticipating their needs to go above and beyond expectations.
Possessing fast learning capabilities and strategic thinking, I adapt quickly to new challenges, implement effective solutions, and ensure seamless operations. Recognized as a reliable, versatile, and invaluable team member, capable of taking on diverse responsibilities while consistently exceeding expectations. Committed to becoming a key asset to any organization, driving excellence, innovation, and a culture of premium service.
Overview
11
11
years of professional experience
2
2
Languages
Work History
VIP Services/Guest Relations Manager
The Pharo
08.2025 - Current
- Exceptional interpersonal and communication skills, with the ability to manage high-profile clientele.
- Leadership and team management experience in luxury hospitality environments.
- Strong problem-solving and conflict resolution abilities.
- Attention to detail and commitment to service excellence.
- Knowledge of luxury hospitality operations and guest management systems.
Executive – VIP Services
Cinnamon Life, City Of Dream
Colombo, Sri Lanka
07.2024 - 07.2025
- Delivered bespoke VIP guest services, ensuring an unparalleled luxury experience.
- Managed sensitive guest requests and high-level interactions with absolute discretion.
- Maintained comprehensive records of guest preferences to boost client retention.
- Collaborated with multiple departments to guarantee consistent, high-quality service.
Reservations Officer
Ministry Of Crab
Colombo, Sri Lanka
10.2023 - 03.2024
- Efficiently managed a high volume of daily calls and digital inquiries for reservations.
- Coordinated with international branches to address special guest requirements and promotions.
- Ensured booking accuracy and a seamless reservation process.
- Actively promoted restaurant events to enhance brand visibility.
Hostess Cum Waitress
Ministry Of Crab
Marina Crossroads, Maldives
01.2022 - 10.2023
- Provided exceptional service to guests at a luxury resort restaurant, ensuring a memorable dining experience.
- Greeted and seated guests, managed reservations, and coordinated table assignments efficiently.
- Took and served accurate food and beverage orders, resolving guest inquiries and issues professionally.
- Maintained high standards of presentation, hygiene, and service excellence in a fast-paced environment.
Reservations Officer Cum Hostess
Ministry Of Crab
03.2017 - 01.2022
- Handled guest inquiries and complaint resolution across multiple communication channels.
- Maintained reservation systems and generated daily occupancy reports.
- Supported marketing efforts by promoting special events and personalized guest service.
Guest Relations Executive
Galle Face Hotel
07.2015 - 03.2017
- Served as the hotel’s ambassador to VIP guests, ensuring exemplary service delivery.
- Assisted the front desk with bookings, arrivals, departures, and concierge duties.
- Professionally managed guest concerns to ensure positive resolutions.
Junior Secretary to Chairman & Managing Director
Sparklink Travels
06.2014 - 07.2015
- Maintained confidentiality and provided reliable executive administrative support.
- Managed appointment scheduling and calendar updates, ensuring punctuality and preparedness for all meetings.
- Handled incoming phone calls and email correspondence professionally, directing inquiries to appropriate parties promptly.
Education
Sussex College International
Gampaha, Sri Lanka2012
Diploma in Information Technology
E-soft Computer Studies
Colombo, Sri Lanka2013
Diploma in Cabin Crew
Airline Academy
Colombo, Sri Lanka2014
NVQ 3 Professional Caregiver Certification
Colombo Caregiver & Health Science School
Colombo, Sri Lanka2025
Skills
- Case Management & Resolution
- Cultural Awareness & Sensitivity
- Communication & Interpersonal Skills
- Multitasking and time management
- Microsoft Office Suite, Opera Reservation System
- Upselling & Revenue Enhancement
- Team Leadership & Staff Training
- Reservation management
- Health, Hygiene and safety regulations
- Brand representation
- New hire training
- Food and beverage sales
- First aid and CPR
- Hospitality best practices
Timeline
VIP Services/Guest Relations Manager
The Pharo
08.2025 - Current
Executive – VIP Services
Cinnamon Life, City Of Dream
07.2024 - 07.2025
Reservations Officer
Ministry Of Crab
10.2023 - 03.2024
Hostess Cum Waitress
Ministry Of Crab
01.2022 - 10.2023
Reservations Officer Cum Hostess
Ministry Of Crab
03.2017 - 01.2022
Guest Relations Executive
Galle Face Hotel
07.2015 - 03.2017
Junior Secretary to Chairman & Managing Director
Sparklink Travels
06.2014 - 07.2015
Sussex College International
Diploma in Information Technology
E-soft Computer Studies
Diploma in Cabin Crew
Airline Academy
NVQ 3 Professional Caregiver Certification
Colombo Caregiver & Health Science School
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