Nishadi De Silva
Canberra,Australia
Summary
Tech-savvy hospitality professional accomplished in running properties with latest strategies and successful approaches for reaching customers. Record of keeping property full and operating profitably. Seeks out opportunities to enhance business profile and build long-term customer loyalty.
Overview
8
8
years of professional experience
Work History
DUTY MANAGER (Full Time)
Midnight Autograph Collection
Canberra, ACT
12.2022 - Current
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours
- Trained employees in essential job functions
- Mentored and supported junior staff members to apply best practices and follow procedures
- Supervised and coordinated team to provide guidance and support and maximize performance
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism
- Developed and maintained strong relationships with customers to increase loyalty, trust, and satisfaction
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships
- Organized employee appraisals, providing feedback where necessary.
- Resolved customer inquiries and complaints requiring management-level escalation.
GUEST RELATIONS EXECUTIVE (Full Time)
ME Colombo Sri Lanka
Colombo, Western
12.2020 - 03.2022
- Customer Satisfaction (Guest Feedback, Social Media Review)
- Financial Performance (Up selling, Room Revenue, Operation Auditing)
- Showing Initiative, Problem Solving, Staff Training, Team Leading
- Manages and motivates the Front Office team in order to provide a high standard of service for customers
- Welcomes guests and fosters customer loyalty through his/her friendly manner
- Develops high quality relationships with guests throughout their stay
GUEST RELATIONS OFFICER (Full Time)
Langfang International Hotel
Beijing
05.2017 - 12.2017
- Welcome guests during check-in and giving a fond farewell to guest while checkout
- Handling guest complaints and concerns in an efficient and timely manner
- Overseeing VIP guests, arrivals and departures
- Coordinating and multi-tasking job duties in a busy environment
- Should possess detailed information about the Hotel, city as well as the competition
- Detailed information regarding arrivals and room requirements
- Providing excellent customer service as per hotel standards
- Greeting guests as they enter and exit the hotel
- Providing information regarding the Hotel, town attractions, activities etc
- Check on VIP reservations, complete their pre-registration formalities
- Allocate rooms to all arriving guests
- Maintain up-to date information on room rates, current promotions, offers and packages
RECEPTIONIST (Full Time)
Laya Beach Hotel
Wadduwa
09.2016 - 12.2017
FRONT DESK AGENT (Full Time)
Jie Jie Beach By Jetwing
Panadura
12.2016 - 04.2017
Education
Post Graduate Diploma - Tourism And Hospitality Management
Apex Ed
Canada02.2023
Language - Chinese Language
Tongren Polytechnic College
China01.2022
Early Childhood Education And Care Certificate 3 -
Canberra Institute of Technology
Canberra Skills
- Customer relations
- Reservation management
- Performance improvements
- Task delegation
- Scheduling proficiency
- Event support
- Complaint logging and resolutions
- Service improvements
- Training and mentoring
- Sales
- Goal setting
- Inventory management
- KPI monitoring
Timeline
DUTY MANAGER (Full Time)
Midnight Autograph Collection
12.2022 - Current
GUEST RELATIONS EXECUTIVE (Full Time)
ME Colombo Sri Lanka
12.2020 - 03.2022
GUEST RELATIONS OFFICER (Full Time)
Langfang International Hotel
05.2017 - 12.2017
FRONT DESK AGENT (Full Time)
Jie Jie Beach By Jetwing
12.2016 - 04.2017
RECEPTIONIST (Full Time)
Laya Beach Hotel
09.2016 - 12.2017
Post Graduate Diploma - Tourism And Hospitality Management
Apex Ed
Language - Chinese Language
Tongren Polytechnic College
Early Childhood Education And Care Certificate 3 -
Canberra Institute of Technology