Nilara Mahanama
Summary
As a professional, my life has always been full of challenges and obstacles but overcoming them in a positive, constructive way has always been one of my stronger characteristics. I am a dependable and determined team player, who can be relied on to achieve consistency standards in both performance and accuracy, Responds positively to pressure and relishes challenges; experienced in team leading with motivational ability. Demonstrates a readiness to assume responsibility and accountability in a personal performance role demanding initiative and self-discipline. Cheerful, outgoing and articulate, a confident communicator at all levels who develops and maintains stable interpersonal relationships
Overview
10
10
years of professional experience
Work History
Front Office & Reservations Supervisor
Lake House Retreat
11.2020 - Current
- Ensured compliance with relevant privacy regulations when handling sensitive guest information during reservation process.
- Collaborated with other departments to ensure seamless guest experiences from reservation through checkout.
- Resolved escalated customer issues, ensuring a positive outcome for both the guest and the organization.
- Fostered a culture of continuous improvement by encouraging open communication among team members regarding challenges faced or opportunities identified within the department.
- Mentored team members to enhance their customer service skills, resulting in improved guest feedback.
- Enhanced communication between reservations team members by implementing regular meetings and updates.
- Conducted performance evaluations for staff, identifying areas of improvement and providing constructive feedback.
- Analyzed reservation trends and provided recommendations for strategic planning purposes.
- Streamlined reservation processes for increased accuracy and reduced booking errors.
- Increased efficiency by implementing standardized procedures for handling common reservation scenarios encountered by staff members daily routine.
- Developed training materials to help new hires quickly become proficient in company policies and procedures.
- Assisted in budget preparation and expense management for the reservations department, supporting fiscal responsibility initiatives within the organization.
- Assisted in the development of promotional packages, driving revenue growth within the department.
- Contributed to cross-departmental projects aimed at improving overall hotel operations or enhancing guest satisfaction levels.
- Reduced wait times by optimizing scheduling and staffing levels during peak periods.
- Improved customer satisfaction by efficiently managing reservations and addressing guest concerns.
- Coordinated with sales teams to maximize group bookings, increasing overall revenue generation potential.
- Boosted team morale through consistent recognition of top performers'' achievements.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Handled billing information over phone.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Worked closely with front desk to achieve full occupancy of property.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Maintained awareness of types of rooms available in different resort locations.
- Handled reservations and answered questions from interested patrons for busy 33-room hotel.
- Assisted sales team members in developing customer relationships, and building customer loyalty.
- Maintained up-to-date knowledge of products and services offered to customers.
- Communicated customer feedback and complaints to team members to promote proper resolution.
Reservation Executive
Lion Royal Tourism
05.2018 - 01.2020
- Acted as a main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction
- Ensured reservation department and Front Office staff were constantly aware of availability states open, on request, closed dates, high demand dates etc
- Responded to all guest reservation requests and executed prompt, courteous and accurate guest service at all times
- Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services
- Answered guest inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions etc
- Managed systems that were set up within the reservations department to ensure accurate handling and monitoring of phone calls
- Assisted and prepared in groups pre-arrival process and also preparing group rooming lists
- Maintained a clean and organized work area
- Attended all scheduled meetings as required with HOD's or Sales team
- Created and managed rates and packages configured on the Hotel software
- Tracked all reservations picked up from all On-line channels like hotel website, OTA, GDS, other third party etc
- Handled external systems like channel Manager, Web booking engines, Rate comparison tools, Online Travel Agents extranet's etc
- Updated No-shows and cancellations on all OTA's without fail to avoid and unwanted commissions
- Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.)
- Adjusted rates according to suggestions from Yield or Revenue management systems
- Verified all reservations taken on the reservation forms were updated on the PMS without fail
- Understood and enforced hotel and company credit policies and ensured proper billing instructions, routing instructions and payment methods were applied to the reservations
- Verified if each reservation requests were processed as per the hotel standards and without delay
- Verified if reservation confirmation letters were sent for all processed bookings within the stipulated time
- Processed retentions, no-show and cancellations as per the hotel policy and procedures
- Handled any request for amenities or transportation promptly and accurately
- Monitored all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits / guarantee
- Recorded and filed all reservation correspondence neatly and accurately on prescribed forms or folders
- Kept records of room availability, rates, amendments, daily reservation pickup, rooms on book, cancellations, no-show, etc
- Handled the reservation correspondence accurately and neatly and followed up for any missing correspondence before guest arrival
- Updated all reservation modifications on the property management system immediately and accurately in case of any changes
- Maintained department approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables and reservations letters
- Managed reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling and recommendations from external yield or revenue management systems
- Ensured acceptable service levels and all statistical reports were sought and maintained
- Tracked daily, weekly, monthly, and yearly statistics for analytical, budgeting and forecasting purposes
- Checked forecasting reports based on statistics codes (Market, Source, Rate Code etc.), reservations which were wrongly tagged were amended
- Received contracts detailing room allotments and created allotments on the hotel management system
- Trained newly recruited reservation staffs in taking reservations, telephone etiquette, reservation module on hotel software and processing emails
- Ensured that Guest service agents at front desk were also trained on reservations and checking hotel availability
- Ensured deposit payment was taken in advance for all pay at hotel reservations eg: Direct reservation, OTA's (Booking.com, Orbitz, Expedia etc.)
- Determined work procedures, prepared work schedules, assigned duties and expedited work flow for reservation agents
- Managed all aspects of reservation department in the absence of reservation manager.
Front Office Executive
Sigiriya Village Hotel
10.2017 - 04.2018
- Maintained strict compliance with security protocols while managing sensitive guest information confidentially and securely.
- Enhanced guest satisfaction with prompt attention to inquiries and professional communication skills.
- Coordinated with housekeeping staff to ensure timely room turnovers, resulting in improved guest experience.
- Assisted in training new front office team members, leading to increased productivity and efficiency.
- Reduced wait times for guests by efficiently managing room availability and reservation changes.
- Maintained accurate records of guest information through diligent documentation and data entry efforts.
- Created a welcoming atmosphere by maintaining a clean and organized reception area for all visitors.
- Managed high call volumes, directing callers to appropriate departments or handling inquiries as needed.
- Streamlined front desk operations by implementing efficient check-in and check-out procedures.
- Provided exceptional customer service, resolving issues promptly and effectively for satisfied guests.
- Coordinated office activities and operations, secured compliance to company policies and welcomed, screened and routed guests.
- Generated revenue by upselling room upgrades, amenities, and services when applicable to guests'' needs.
- Handled cash transactions accurately, ensuring proper accounting for daily financial reports.
- Developed rapport with repeat guests, providing personalized service that fostered loyalty to the establishment.
Trainee Guest Relations Executive
Hotel Sigiriya
09.2015 - 10.2017
- Learned new materials, processes, and programs quickly.
- Shadowed senior team members to learn all related jobs and tasks.
- 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.
- Supported departmental tasks to increase understanding of industry processes.
- Established lasting relationships with peers, leadership and customers using strong communication and interpersonal skills.
- Performed administrative functions, answering phones and filing paperwork in support of department.
- Troubleshot minor issues with office tools and equipment, escalating more serious problems to supervisor.
- Enhanced trainee experience by developing comprehensive orientation programs and hands-on training sessions.
- Handled day-to-day customer or client questions via telephone or email.
- Acted with integrity, honesty and knowledge to promote culture of company.
Front Desk Receptionist
Club Palm Bay Resort
10.2014 - 10.2015
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Developed strong working relationships with team members, fostering a positive work environment.
Education
DIPLOMA IN TRAVEL, TOURISM & HOSPITALITY MANAGEMENT - Hospitality Administration And Management
ESOFT METRO CAMPUS
11.2018
DIPLOMA IN HOTEL MANAGEMENT - Hospitality
SWISS LANKA Hotel School
09.2014
Skills
- Staff Training and Development
- Policy Enforcement
- Customer Retention Strategies
- Reservation software proficiency
- CRM systems expertise
- Telephone reservations
- Customer Engagement
- Phone Etiquette
- Telephone reception
- Reservation software
- Call Control
- Upselling proficiency
- Record preparation
- Hotel accomodations
- Staffing and scheduling
- Staff Management
- Strategic Planning
- Complaint resolution
- Product and Service Sales
- Personnel Management
- Customer Retention
- Sales tactics
- Sales Support
- Negotiation
- Employee Coaching
- Marketing
- Business Development
- Lead Generation
- Brand Management
Knowledge Of Property Management System
- Opera 5.14 Property Management Systems.
- Opera cloud (V5) Property Management Systems.
- 07 rooms Restaurant Reservations Systems
- Spaone Spa Reservations System
- Zhara (John Keels) Property Management systems (Implementation & working Knowledge)
- Tauras Property Management systems (Implementation & working Knowledge)
- Scienter Property Management systems.
Special Achievement
Employee of the Month for August 2016 at Hotel Sigiriya.
Personal Information
- Date of Birth: 04/21/97
- Gender: Female
- Marital Status: Married
Name With Initials
M.M.P.N. Mahanama
School Attended
Maliyadeva Model School - Kurunegala , Sri Lanka
References
- Kathleen Lynch,
Customer Service Project Officer,
Email: klynch@mrsc.vic.gov.au,
Contact: 0427512555
- Christina Wagner,
Assistant Operations Manager,
Lake House Retreat,
Email: christina@lakehouse.com.au,
Contact: 0432796652
Extracurricular Activities
A Member of School Western Band \ Media Unit
School Prefect \ Monitors
Diploma in music (Violin & Vocal)
Disclaimer
I hereby declare that the above written particulars are true the best of my knowledge and belief
Languages
English
Professional Working
Sinhala
Native or Bilingual
Timeline
Front Office & Reservations Supervisor
Lake House Retreat
11.2020 - Current
Reservation Executive
Lion Royal Tourism
05.2018 - 01.2020
Front Office Executive
Sigiriya Village Hotel
10.2017 - 04.2018
Trainee Guest Relations Executive
Hotel Sigiriya
09.2015 - 10.2017
Front Desk Receptionist
Club Palm Bay Resort
10.2014 - 10.2015
DIPLOMA IN TRAVEL, TOURISM & HOSPITALITY MANAGEMENT - Hospitality Administration And Management
ESOFT METRO CAMPUS
DIPLOMA IN HOTEL MANAGEMENT - Hospitality
SWISS LANKA Hotel School
Similar Profiles
Jackson TurnerJackson Turner
Lead Counselor, Counselor, and Lifeguard at Glen Lake Camp and Retreat CenterLead Counselor, Counselor, and Lifeguard at Glen Lake Camp and Retreat Center
Tina CripsTina Crips
Guest Services Coordinator/Front Desk Manager at The Retreat at Center Hill LakeGuest Services Coordinator/Front Desk Manager at The Retreat at Center Hill Lake
Rachel WebbRachel Webb
Hostess at Gull Lake Retreat and Camp CentreHostess at Gull Lake Retreat and Camp Centre
Tricia Eyram DoamekporTricia Eyram Doamekpor
Front Office Operations and Reservations Supervisor at PEDUASE VALLEY RESORTFront Office Operations and Reservations Supervisor at PEDUASE VALLEY RESORT
Jelani CalvinJelani Calvin
Front Office Receptionist/ Reservations Agent at Playa ResortFront Office Receptionist/ Reservations Agent at Playa Resort