Gayan Nugawela

Work History

Work History
Sep 2014 - Apr 2015

Reservations Executive

The Sands by Aitken Spence Hotels
Worked at The Sands by Aitken Spence Hotels as a Reservations Executive since. To liaise with Central reservations daily/weekly on latest prices, promotions, focus & strategy. Should be able to give suggestions in changing the rates considering the pickup and occupancy of the hotel. Call to confirm guaranteed and/or non-guaranteed reservations, clear waitlisted reservations. Monitor Front Desk reservations made night prior, address any reoccurring issues. Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests' arrival. Our hotel is offering full dedicated destination services for FIT, Groups/MICE and cruise ships. For FIT, a B2B, Online Reservation System, etc. so that registered customers can book online accommodations. Knowledge of Opera system and GDS websites, etc. System OPERA PMS(Version 5.0)
Nov 2013 - Aug 2014

Front Office Manager

Cantaloupe Aqua Boutique Hotel

Worked at Cantaloupe Aqua as a Front Office Manager since. (February 2014-Present, Sri Lanka, Galle) Direct and control the activities of the Front Office, Reservations, Guest Activities, and to ensure adherence to the Cantaloupe Hotels standards, policies and procedures. Ensure implementation new PMS for Cantaloupe Aqua and Levels. Ensure that all personnel are kept well informed of department objectives and policies. Ensure the proper image is being maintained by all Team Members with respect to grooming and uniform standards. Support and participate in all hotel programs, policies and procedures with special emphasis on the orientation of new employees. Prepare all necessary forecasts to work closely with reservations, Front office & Sales to maximize occupancy, rate and revenue keeps all departments notified of any fluctuations in business levels, special guests groups etc., Develop relationships with Clients, return guests, group contacts etc., to provide maximum personalized guest service. Make suggestions, for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs. To monitor and analyse the payroll for room division to ensure maximum effectiveness towards guest services while realizing full profit potential. Responding properly and take a supervisory role in any hotel emergency or safety situation, as well as ensure the proper control and instructions of said emergency procedures to rooms division. Manage all administrational duties as specified by the company. Worked at City Max, Bur dubai(700 rooms-U. A. E)(Landmark group) as a Front office

May 2011 - Sep 2013

Shift Leader

Shift leader since. Deliver excellent customer service, at all times, deal with all enquiries in a professional and courteous manner, in person, on the telephone or via e-mail, administer all reservations, cancellations and no-shows, Handling Reservations in line with company policy, Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximising bedroom sales opportunities, Fulfil all reasonable requests from guests to ensure their comfort, satisfaction and safety, Report any maintenance issues immediately to FO manager, including all furniture, fittings and equipment, carry out instructions given by the management team and head office, be involved and contribute at team meetings, handling group check ins, and guest complains, Night Audit, Cashiering etc.
Apr 2007 - Jul 2009

Guest Relation Officer

Kurumba, Maldives
Worked at (5* deluxe), as a Guest Relation Officer . Meeting and greeting all check-ins, handling VIP amenities and arrivals, messaging and guest relations,. Receiving and handling guests' complaints and liaising with FO Manager or other departments to rectify the situation, ensures room availability to maximize occupancy, continuously seek opportunities to upgrade customer service System OPERA PMS(Version 5.0)
Jul 2006 - Mar 2007

Housekeeping Supervisor

Worked at Mahaweli Reach Hotel, Kandy
5*) as a Housekeeping supervisor.
May 2005 - Dec 2005

Receptionist

Taj Exotica Hotel, Bentota
Worked as a Receptionist at (5*). (-Industrial training)
Jul 2004 - Dec 2004

HK

HK
Worked as a co-ordinator at Citadel Hotel, Kandy (-Industrial training)

Education

Education
2010 - 2012

Diploma

U