Shakila Liyanage
Summary
Professional in hospitality with proven expertise in enhancing guest experiences. Skilled in team leadership, problem-solving, and delivering high-quality service. Strong focus on collaboration, adaptability, and achieving results. Known for reliable support and ability to thrive in dynamic environments.
Overview
7
7
years of professional experience
Work History
Guest Experience Supervisor
Pre Opening Sheraton Bahrain Hotel
10.2024 - Current
- 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.
Front Office Supervisor acted as Manager on Duty
The Ritz-Carlton Sharq Village & Spa
05.2022 - 02.2024
- 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
Front Desk Agent
The Ritz-Carlton Sharq Village & Spa
10.2019 - 05.2022
- 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
Recreation Cashier
The Ritz-Carlton Sharq Village & Spa
06.2018 - 10.2019
- 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
Education
GCE Advanced Level - Drama, Dancing, Political, English
St. Pauls's Girls School
Colombo, Colombo12.2015
GCE Ordinary Level - Buddhism, Commerce, Health, Sinhala, Dancing, Mathematics, English, History, Science
St. Pauls's Girls School
Colombo, Colombo12.2012
Skills
- Microsoft Word
- Excel
- Outlook
- PowerPoint
- Opera System
- Micros
- Symphony
- Complaint handling
- Guest relations management
- Guest communication
- Hospitality and service industry background
- Team member development
- Hospitality best practices
Accomplishments
- Back to back nominations, and winner of 5Star 2019 & 2021 & 2023 - Front of the House.
- Nominated for 5 Star Quarter Recognition Awardee - Front of the House (3rd and 4th Quarter Year 2019 & 2021 & 2023).
- Scored 100% in the most recent Brand Standard Audit for Front Office Department.
- Forbes 5 Star for Front Office Department.
- Guest voice winner - 2019, 2021, 2022, 2023.
- Trip Advisor winner 2019.
- Pioneer Agent to facilitate Mobile Chat Services via Guest ware.
Personal Information
- Date of Birth: 12/16/96
- Gender: Female
- Nationality: Sri Lankan
- Marital Status: Married
Custom Section - Certification
I do hereby certify that the above particulars are true and accurate to the best of my knowledge & I eagerly await for an interview where I could convince you of my abilities and provide you with additional information you would require.
Hobbies and Interests
- Dancing
- Volleyball
- Basketball
- Track events
Languages
English
Full Professional
Additional Information
- Date of birth: 12/16/96
- Gender: Female
- Nationality: Sri Lankan
- Marital status: Married
Timeline
Guest Experience Supervisor
Pre Opening Sheraton Bahrain Hotel
10.2024 - Current
Front Office Supervisor acted as Manager on Duty
The Ritz-Carlton Sharq Village & Spa
05.2022 - 02.2024
Front Desk Agent
The Ritz-Carlton Sharq Village & Spa
10.2019 - 05.2022
Recreation Cashier
The Ritz-Carlton Sharq Village & Spa
06.2018 - 10.2019
GCE Ordinary Level - Buddhism, Commerce, Health, Sinhala, Dancing, Mathematics, English, History, Science
St. Pauls's Girls School
GCE Advanced Level - Drama, Dancing, Political, English
St. Pauls's Girls School
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