MAHINGSASA SAMARASINGHE
Ragama,Sri Lanka
Summary
Hardworking Reservations Coordinator with experience in hotel, holiday and corporate booking management. Completes tasks promptly and accurately to maintain smooth reservation services. Builds rapport with staff and guests for positive reception environments.
Dedicated hotel management professional with background running successful hospitality establishments. Leads by example to deliver faultless customer service across hotel departments. Demonstrates exceptional planning, organisation and leadership abilities to maintain smooth-running, cost-effective hotel services.
Overview
19
19
years of professional experience
27
27
years of post-secondary education
Work history
Reservations coordinator
Fox Resorts | Fox Kandy & Fox Jaffna
Colombo, Colombo District
2023.10 - 2024.02
- Applied positive customer service approach to increase satisfaction levels.
- Supported team by demonstrating respect and willingness to help.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Available for guest & the staff 24x7 even on holidays
- Handle all virtual payments, online payments and cards payment.
- Coordination caried out from the Head office in Colombo.
- Handled both Fox Kandy & Fox Jaffna
- Used Microsoft Word and other software tools to create documents and clear communications.
- Reviewed customer history to recommend appropriate products and services.
Administrator
stylistic Saloon
Kadawatha, Sri Lanka
2022.05 - 2022.09
- Managed office supply inventory, performing stocktake duties and ordering additional supplies to meet staff needs.
- Monitored inventory needs and worked with procurement team to facilitate supply chain operations.
- Work part time
Reservation Executive
Cinnamon Lakeside
Colombo, Sri Lanka
2007.01 - 2021.11
- Overlooked reservations in Cinnamon Lakeside, Cinnamon Grand and Cinnamon Red hotels.
- Employed strong product and systems knowledge to handle booking enquiries.
- Acted as first point of contact for customers to resolve potential issues with reservations.
- Completed bookings and reservation amendments using hospitality property management software.
- Managed high volumes of incoming calls using VoIP system.
- Represented brand to domestic and international guests with exemplary presentation skills.
- Responded to calls of clients and guests in making room reservations.
- Gave out information on products, services and seasonal promotions for over 1000 rooms.
- Addressed guest requests such as amenities.
- Bookings for corporate clients and travel agents (local and overseas)
- Meetings, Incentives, Conferences and Exhibitions (MICE) bookings
- Online Travel Agent (OTA) bookings such as Ihotelier, Booking.com, Expedia, Agoda, Goibibo, Ctrip and D-EDGE
- Group bookings
- Validated files, documentation, arrivals and special guest requests
- Managed online inventory..
- Communicated with other departments for a smooth operation.
- Prepared reports for the front office manager: Room upselling, revenues reports, commission reports, occupancy by nationality reports, front office monthly revenue report
- Prepared the roster for the Business Centre Staff Coordinated banquet operations with the banquet sales team
- Overlooked hotel emails (forwarded mails to corresponding personnel) and the fax line
- Sent preauthorized cancellation reports to banks Purchased stationary for the Business Centre Assisted with printing, xeroxing, letter typing, book binding, and courier services (local & international)
Security Officer
Cinnamon Lakeside
Colombo, Sri Lanka
2020.08 - 2021.11
- Worked for Security Department during Covid-19.
- Observed hotel guests and employees for suspicious behavior.
- Scanned guest luggage and parcels through the X- ray luggage scanner & identifying objects inside.
- Reported applicable incidents to the security chief.
- Participated in a lecture session in identifying suicide bombers and parcels
- Organized and dispatched delivery vehicles Issuing departmental and outlet keys
- Observed central alarm systems for fire, intrusion and safety alarm activation, promptly responding to emergencies.
Front office assistant
Hotel Clarion
Kiribathgoda, Sri Lanka
2007.01 - 2007.08
- Coordinated efficiently with all internal departments to champion consistently high level customer service.
- Facilitated effective communication between reception and other departments to maintain seamless hotel service from arrival to departure.
- Anticipated and creatively tackled obstacles jeopardising guest experience,
- Encouraged mutual trust, respect and cooperation among team members.
- Ensured smooth and efficient running of shift, delivering daily shift briefings to advise team of special events or VIP guests.
Trainee Cook
Cinnamon Lakeside Colombo
Colombo, Sri Lanka
2005.12 - 2006.01
- Bakery and Pastry
- Worked for the pastry and bakery kitchen at Cinnamon Lakeside
- Mise on place preparations for chefs
- Assisted the Sous Chef and the Chef De Partie Baked banana cakes, chocolate chip cakes, sponge cakes, butter cakes, chocolate cakes, brownies (up to 100 kg of cakes on a daily basis)
- Communicated effectively with other kitchen staff to coordinate tasks and complete orders on time.
- Followed recipes and instructions carefully to create consistent, delicious meals.
- Carried out regular rubbish removal, mopping and sweeping, maintaining clean kitchen environments throughout service shifts.
- Cleared tables to remove dirty utensils and leftover food items.
- Reported defective kitchen equipment in line with procedure.
Housekeeping Room Boy
Taj Samudara Colombo
, Sri Lanka
2004.12 - 2005.06
- Addressed guests' problems and fulfilled special requests.
- Cleared and organised Back of House areas to minimise accident risks.
- Identified cleaning efficiencies to reduce average room preparation times.
- Welcomed guests, answered questions and anticipated service needs, maintaining excellent customer satisfaction.
- Stocked trollies to maintain stable cleaning supplies.
- Sanitised bathrooms to uphold strict hygiene and infection control procedures.
- Vacuumed and dusted reception areas and walkways.
- Delivered extra linen and toiletries to meet guest needs.
Education
Higher National Diploma - 4-year Management Diploma in Accommodation Management (Front-Office)
Sri Lanka Institute of Tourism and Hospitality Management
Sri Lanka 2021.08 - 2022.04
Advance Level - Biology
Basilica College Ragama
Sri Lanka 1999.01 - 2022.08
Ordinary Level 1998 -
St' Mary's College Kandana
Sri Lanka 1996.01 - 1998.12
Skills
- Microsoft Office Suite SAP / Boost systems in PMS
- Customer service
- Call handling
- Guest satisfaction
- Self-directed
- Results-orientated
- Microsoft Office proficiency
- Strong interpersonal skills
- Dedicated team player
- Professional and mature
Languages
English
Upper intermediate
Timeline
Reservations coordinator
Fox Resorts | Fox Kandy & Fox Jaffna
2023.10 - 2024.02
Administrator
stylistic Saloon
2022.05 - 2022.09
Higher National Diploma - 4-year Management Diploma in Accommodation Management (Front-Office)
Sri Lanka Institute of Tourism and Hospitality Management
2021.08 - 2022.04
Security Officer
Cinnamon Lakeside
2020.08 - 2021.11
Reservation Executive
Cinnamon Lakeside
2007.01 - 2021.11
Front office assistant
Hotel Clarion
2007.01 - 2007.08
Trainee Cook
Cinnamon Lakeside Colombo
2005.12 - 2006.01
Housekeeping Room Boy
Taj Samudara Colombo
2004.12 - 2005.06
Advance Level - Biology
Basilica College Ragama
1999.01 - 2022.08
Ordinary Level 1998 -
St' Mary's College Kandana
1996.01 - 1998.12