Shakila Liyanage

• Acting Assistant Front Office Manager responsible for the daily leadership and supervision of multiple front office teams: AYS (At Your Service), Club Lounge, Bell Desk, and Guest Relations.

• Set challenging but achievable goals and objectives to maintain high operational standards and guest satisfaction.
• Conducted training sessions on cultural sensitivity and diversity, enhancing the team’s ability to cater to international guests.
• Monitored guest service performance, tracked guest feedback, and implemented service improvement initiatives.
• Prepared and presented detailed guest experience and service performance reports to senior management for strategic planning.
• Led daily team briefings, service recovery reviews, and strategy sessions across all supervised teams.
• Managed department operations in the absence of the Front Office Manager, ensuring seamless coordination between guest-facing departments.
• Delivered personalized guest experiences through effective team collaboration, recognizing VIPs and repeat guests to enhance loyalty.
• Handled financial administration such as payroll processing, expense tracking, and discrepancy resolution.
• Ensured inter-departmental alignment and communication to support smooth hotel operations and a consistently high guest service standard.

• Set challenging but achievable goals and objectives for department to keep high standards.
• Conducted training sessions on cultural sensitivity and diversity, enhancing staff's ability to cater to international guests.
• Monitored guest service team performance, setting targets to maximise quality standards of service.
• Monitored guest feedback to identify trends and areas for improvement, developing suggestions to improve guest satisfaction.
• Supervised guest experience team to confirm interaction with customers reflected positively on company.
• Prepared detailed reports on guest experience metrics, presenting findings to senior management for strategic decision-making.
• Led team meetings to discuss guest feedback, share best practices, and set goals for service excellence.
• Established strong relationships with guests, offering personalized attention and recognizing repeat visitors to foster loyalty.
• Processed invoices, expense reports, and payments to support financial administration tasks.
• Checked payroll to identify discrepancies and independently resolved variances.
• Managed payroll inboxes, providing timely responses to queries and escalating issues to HR as required.

• Collaborated with other managers on strategic initiatives, sharing best practices to achieve common goals across the organization.
• Mentored junior team members for career development, offering ongoing guidance on goal setting, skill-building, and performance improvement strategies.
• Reduced employee turnover by fostering a positive work environment and offering professional development opportunities.
• Developed comprehensive reports for senior management, highlighting key performance metrics and areas for improvement.

• Reporting to Front Office Manager
• Overlooking Front Desk, Call Center, Guest Service
• Worked through the FIFA World Cup 2022 (November 18th -December 19th)
• Replacing the MOD when they are on leave
• Performs MOD responsibilities such as dealing with incidents within the hotel, and sending a detailed report of any incidents that occur during the shift
• Resolving Guest incidents & compensation process
• In accordance with company policy, conducts a month-end audit report on upgraded rooms
• Reviewing the room assignment for upcoming guest arrivals to ensure that the guests' preferences were taken into account
• Monitor the daily shift process to ensure that all team members follow standard operating procedures
• On a daily basis, manages the Credit Limit and Trial Balance for in-house guests
• Train, direct, and coach front desk team members to ensure a quality operation

• Handle all guest check-ins and checkouts
• Assign rooms ahead of time for incoming guests
• Accepts payment in the form of room charges, cash, cheque, debit, or credit card
• Facilitate room departures to determine whether a guest will be extending their stay or if the room is already vacant
• Work with Housekeeping to ensure that rooms are read for check-in
• Gives guests directions and information about the property and nearby points of interest
• Collected room deposits, fees, and payments.

• Processing and receiving payments and issuing receipts to customers as they leave with their purchases
• Also handle additional items necessary, such as coupons, while providing an excellent customer service experience