Roshan Ghazalieh
Colombo
Summary
Experienced Manager in the hospitality industry with 9+ years dedicated to optimizing guest experiences through strategic leadership. Expertise in front office management and safety protocol enforcement. Focused on maintaining high standards of customer service and swift problem-solving.
Overview
15
15
years of professional experience
Work History
Assistant Front Office Manager
The Domain Hotel & Spa
10.2025 - Current
- Coordinated daily front office operations to enhance guest experience and ensure service excellence.
- Implemented training programs for front desk staff, improving customer service skills and operational efficiency.
- Managed scheduling and staffing for front office team, optimizing resource allocation during peak periods.
- Developed standard operating procedures for check-in/check-out processes, streamlining guest interactions and reducing wait times.
- Monitored and analyzed guest feedback to identify areas for improvement in services offered at the hotel.
- Facilitated communication between departments to resolve guest issues promptly, ensuring high levels of satisfaction across services.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
- Drafted employee work schedules to fill coverage gaps.
- Ensured accurate billing procedures were followed consistently by front desk staff members.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Supervised payroll corrections for accuracy and duplications.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
Duty Manager
The Domain Hotel and Spa
01.2023 - 10.2025
- Implemented preventive measures to mitigate future customer issues and enhance overall satisfaction.
- Facilitated staff training and oversight to uphold operational standards and ensure on-time task execution.
- Directed operational activities to enhance efficiency in inventory control, scheduling, and customer engagement.
- Evaluated and authorized all staff time sheets, maintaining compliance with established company standards.
- Designed and administered staff scheduling to support operational effectiveness and ensure safety standards.
Night Manager
The Domain Hotel and Spa
08.2021 - 01.2023
- Achieved high levels of guest satisfaction by leading front desk teams in delivering professional service that aligns with operational standards. Enhanced team performance through effective coaching and training programs. Implemented feedback mechanisms to drive employee development and service excellence.
- Conducted assessments of service protocols to pinpoint enhancement opportunities and drove implementation of improvements in front desk operations.
- Supervised hotel activities during night hours, focusing on enhancing guest experiences and ensuring safety protocols.
- Achieved high customer satisfaction by efficiently resolving guest complaints and maintaining service quality. Enhanced guest experience through proactive issue management and flexible service solutions.
- Executed security measures during guest check-in, identifying and escalating any suspicious behavior to the security manager or front office manager.
- Directed front office activities, ensuring prompt resolution of complaints and emergent issues while fulfilling special requests.
- Managed night shift operations by performing system checks, generating reports, and executing daily procedures in alignment with hotel protocols.
- Reviewed and validated billing instructions and related documents to maintain operational accuracy.
- Coordinated blocking of special room requests and performed detailed inspections to enhance guest experience upon arrival.
- Enhanced team efficiency by organizing weekly schedules. Improved attendance consistency through diligent monitoring. Achieved balanced workforce management by effectively handling leave calendar.
- Supervised night operations, ensuring seamless guest experiences and staff performance.
- Managed front desk activities, resolving guest inquiries and complaints efficiently.
- Conducted nightly audits to ensure accurate financial reporting and compliance standards.
- Developed operational procedures that improved workflow efficiency during night shifts.
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Handled emergency situations calmly and professionally, coordinating with necessary personnel to ensure guest safety and minimal disruption to their stay.
- Resolved guest complaints effectively, working towards satisfactory outcomes that enhanced overall satisfaction levels.
Shift Leader - FO
The Domain Hotel and Spa
11.2019 - 07.2021
- Managed the front desk operations, ensuring that all inquiries were addressed in a timely and efficient manner
- Monitored and maintained the lobby area and front desk to ensure a clean, safe, and pleasant environment for guests and staff
- Ensures safety by following guest check in and security procedures and reporting suspicious activity to security manager
- Checking billing instructions, postings and documents for accuracy
- Courteously and accurately answering inquiries from potential guest and accepts hotel reservations
Guest Service Agent
The Domain Hotel and Spa
08.2018 - 08.2019
- Utilized customer relationship management (CRM) software to store customer data and track customer interactions
- Exceeded customer satisfaction goals by providing timely and friendly service
- Handled customer complaints and inquiries in a professional manner.
- Complete all individual personalized check-ins and check outs.
- Answering and distributing all telephonic or email of in-house guest or incoming guest.
- Assist guests regarding hotel facilities in an informative and helpful way
- Use the correct suggestive techniques to sell rooms and to promote other services of the hotel
- Check all room statuses and update housekeeping department by notifying them of all checkouts, late checkouts, early check-ins, special requests, and day use rooms.
- Performing cashier related functions like posting charges to guest accounts, paid out's, Currency exchange etc.
- Directing bell boys to escort guest’s and transport their luggage to the room.
AML Executive
HSBC Data Processing Lanka
01.2012 - 10.2016
- Monitoring customer transaction history and current transaction traffic which could lead to a potential money laundering threat to the bank
- Cross checking new customer details, name and close contacts with a criminal data base to flag any suspicious activity or a threat to the integrity of the bank.
- Conducted reviews of customer profiles and transactions to ensure compliance with AML regulations
Bank Assurance Officer
Hatton National Bank Assurance
01.2011 - 10.2011
- Selling life insurance to bank customers and maintaining a good repo with them
Education
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International Airline Ticketing Academy
05.2016
High school diploma - undefined
Christ King College
Colombo01.2010
Skills
- Flexible learner
- Leadership strategy
- Stress management
- Verbal and written communication Relationship management Active listening Client support
- Team coordination
- Billing systems
- Operational procedures
- Customer-focused mindset
- User interaction
- Client satisfaction
- Instructional support
- Database management systems
- Adjustment skills
- Analytical thinking
- Income growth
- Hospitality knowledge
- Reservation management
- Delivery infrastructure
- Client support
- Telecommunications expertise
- Currency exchange
- Internal audit proficiency
- Data management
- Change management strategies
- Property management software
- Cloud-based opera software
- Reception management
- Client support
- Employee training
- Team management
- issue resolution
- Appointment coordination
- Team leadership
- Team management
- Office productivity software
- Property management software
- Lost item protocols
- Guest experience management
- Inventory management
LANGUAGES
English
References
- Pankaj, Mishra - General Manager, pankaj.mishra@thedomainhotels.com, +973 66395640, The Domain Hotel & Spa, Bahrain, Bahrain
- Abhinav, Bhardwaj - Rooms Division Manager, abhinav.bhardwaj@thedomainhotels.com, +973 66395620, The Domain Hotel & Spa, Bahrain, Bahrain
Timeline
Assistant Front Office Manager
The Domain Hotel & Spa
10.2025 - Current
Duty Manager
The Domain Hotel and Spa
01.2023 - 10.2025
Night Manager
The Domain Hotel and Spa
08.2021 - 01.2023
Shift Leader - FO
The Domain Hotel and Spa
11.2019 - 07.2021
Guest Service Agent
The Domain Hotel and Spa
08.2018 - 08.2019
AML Executive
HSBC Data Processing Lanka
01.2012 - 10.2016
Bank Assurance Officer
Hatton National Bank Assurance
01.2011 - 10.2011
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International Airline Ticketing Academy
High school diploma - undefined
Christ King College