ROMINA TISSERA
Cranbourne,VIC
Summary
Dynamic and results-driven professional with over 5 years of experience in the fast-paced hospitality industry and customer service. Extensive knowledge in hospitality management, tourism, business administration, and administrative support, complemented by a strong commitment to enhancing customer experiences. Eager to join a progressive and innovative organization where expertise and creative ideas contribute to overall growth and success. Proven ability to thrive in challenging environments while delivering exceptional service and fostering positive relationships.
Overview
8
8
years of professional experience
Work History
Hotel Operations Manager
Kalpitiya Chalets by Thilanka - Thilanka Hotels and Resorts Group, Sri Lanka
Kalpitiya, Sri Lanka
04.2021 - 02.2026
- Managed daily hotel operations, ensuring exceptional guest satisfaction and efficient service delivery.
- Resolved guest concerns professionally and promptly, maintaining high customer service standards.
- Streamlined front office operations, improving check-in and check-out efficiency.
- Oversaw reservations across direct bookings, OTAs, travel agents, and FIT markets while managing booking engine performance.
- Coordinated housekeeping operations to ensure timely room readiness and compliance with cleanliness standards.
- Collaborated with sales and marketing teams to maximise occupancy, revenue, and online visibility.
- Developed and implemented operational procedures that improved efficiency and reduced operating costs.
- Managed staff recruitment, training, scheduling, performance reviews, and career development.
- Prepared operational budgets, optimised resource allocation, and ensured cost-effective hotel operations.
- Ensured compliance with health and safety regulations while fostering a safe environment for guests and employees.
Financial Planning Executive
AIA Insurance Lanka LTD
Sri Lanka
10.2019 - 01.2020
- Assisting clients in processing claims.
- Establishing strategies designed to retain existing member clients, trigger advance follow-up periods, and regaining business that has lapsed.
- Handling inbound and outbound calls and answering questions from members interested in life insurance and financial products.
- Promoted agency products to customers in person.
- Maintain confidentiality of members' information.
- Conducted risk assessments to identify coverage gaps, ensuring clients receive optimal protection.
- Developed comprehensive insurance plans tailored to client needs, enhancing customer satisfaction and retention.
- Built strong relationships with clients through consistent communication and excellent customer service.
Front Office Associate
Sentido Heritance Negombo - Aitken Spence Group
Negombo, Sri Lanka
11.2017 - 11.2018
- Delivered exceptional customer service by handling guest enquiries, requests, and complaints professionally.
- Managed guest check-ins, check-outs, room assignments, and reservations using OPERA PMS.
- Coordinated with housekeeping to ensure room readiness and fulfilment of special guest requests.
- Prepared daily shift reports and maintained accurate guest records and reservation details.
- Built strong relationships with guests by anticipating needs and providing personalised service.
- Coordinated communication between departments to ensure smooth daily hotel operations.
- Performed administrative duties, including data entry, document preparation, and managing incoming calls.
Education
BA (Hons) - International Tourism Management
Human Resource Management Institute - Colombo, University of Northampton
Colombo, Sri Lanka01-2022
G.C.E. Advanced Level Examination - undefined
St. Jude’s College
Negombo, Sri Lanka01-2016
G.C.E. Ordinary Level Examination - undefined
St. Jude’s College
Negombo, Sri Lanka01-2014
Skills
- Guest satisfaction
- Performance management
- Customer relationship management
- Visionary leadership
- Time management
- Strong Communication Skills
- Decision-making
- Collaboration and motivation Skills
- Property maintenance
- Staff training and development
- Front office operations
- Food and beverage management
- Sales and marketing
- Emergency preparedness
- Reservation management
- Guest relations management
- Brand standards adherence
- Housekeeping management
- Guest satisfaction analysis
- Teamwork
- Problem-solving
- Attention to detail
- Multitasking ability
- Administrative skills
- Quality management
- Strategy development
LANGUAGE SKILLS
Fluent English – reading/ writing/ spoken
Fluent Sinhala – reading/ writing/ spoken
Timeline
Hotel Operations Manager
Kalpitiya Chalets by Thilanka - Thilanka Hotels and Resorts Group, Sri Lanka
04.2021 - 02.2026
Financial Planning Executive
AIA Insurance Lanka LTD
10.2019 - 01.2020
Front Office Associate
Sentido Heritance Negombo - Aitken Spence Group
11.2017 - 11.2018
G.C.E. Ordinary Level Examination - undefined
St. Jude’s College
G.C.E. Advanced Level Examination - undefined
St. Jude’s College
BA (Hons) - International Tourism Management
Human Resource Management Institute - Colombo, University of Northampton
PROFILE HIGHLIGHTS
- 05+ years of proven work experience
- Advanced knowledge in Hospitality Management and Business Administration
- Identifying business opportunities and implementing business plans
- Excellent verbal and written communication skills in English
- Proficiency in Microsoft office, Opera PMS applications
- Ability to work collaboratively and complete work before deadlines
- Highly motivated with the ability to work under pressure
- Highly flexible and adaptable performer and thriving in a fast-paced environment