PANSITHA MURAMUDALIGE
Summary
Motivated Self Starter with an excellent work ethic and proven ability to adapt to a changing environment. Third year Bachelor of Tourism and Hospitality student from ECU University, eager to build a career in Hotel Management working effectively in teams developing strong relationships, demonstrating exceptional customer service. I have six years of experience in Customer Service. Beholding to secure a position with a well-established organization in a stable environment that will enable me to employ my skills, competencies and knowledge in order to add value to the organization.
Overview
8
8
years of professional experience
Work History
Guest Service Agent
Pan Pacific Hotel
01.2024 - Current
- 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.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
Concierge Team Member
Pan Pacific Hotel
06.2022 - 12.2023
- Proactively addressed potential issues before they arose by anticipating the needs of each guest based on previous interactions or reservations history.
- Enhanced guest satisfaction by providing personalized recommendations for dining, entertainment, and local attractions.
- Collaborated with housekeeping staff to ensure prompt delivery of requested amenities such as extra towels or pillows.
- Improved communication among team members by implementing new protocols for sharing information about guest preferences and requests.
- Assisted in resolving guest concerns promptly, resulting in positive feedback and return visits.
Receptionist
Nations Trust Bank
12.2015 - 12.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
Education
Bachelor of Commerce - Tourism And Hospitality
Edith Cowan University
Perth, WA12.2024
Skills
- Guest communication
- Listening Skills
- Writing and verbal communication
- Check-in and Check-out Procedures
- Complaint Handling
- Guest inquiry resolution
- Cash Management
- Hospitality services
Languages
English
Full Professional
Sinhala
Full Professional
Timeline
Guest Service Agent
Pan Pacific Hotel
01.2024 - Current
Concierge Team Member
Pan Pacific Hotel
06.2022 - 12.2023
Receptionist
Nations Trust Bank
12.2015 - 12.2018
Bachelor of Commerce - Tourism And Hospitality
Edith Cowan University
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