Dinuka Ranepura Hewage
Bishopdale,Christchurch
Summary
Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members.
Overview
9
9
years of professional experience
Work History
Guest Service Agent
Sudima Hotels Christchurch Airport
08.2022 - Current
- Collected room deposits, fees, and payments.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Maintained consistent positive customer feedback.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Recommended hotel services or amenities that guest may find useful.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Provided guest assistance and recommendations for tourist attractions.
Relief Night Manager
Sofitel Queenstown Hotel & Spa
02.2019 - 07.2022
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Carry out Opera PMs Night Audit procedures on a nightly basis.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Complete Night Audit functions, including posting charges posting room charges and daily room revenue.
- Ensure the safety and security of the property and the smooth and efficient running of Hotel’s overnight operation.
Night Auditor
Hilton Lake Taupo
11.2017 - 01.2019
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Generated and printed daily financial reports to track hotel performance.
Concierge
Swiss Belresorts Coronet Peak, Queenstown.
12.2015 - 10.2017
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
Room Attendant
Hilton, Lake Side Residence By Hilton & DoubleTree
01.2015 - 11.2015
- Vacuumed carpets, mopped floors and dusted surfaces to maintain spotless environment.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Responded to guest requests for assistance, toiletries, and personal care items.
- Replenished guest room water glasses, toiletries, and paper products.
Education
Diploma in Business Management (Level 7)
Concordia Institute of Business
Auckland, NZ11.2014
Skills
- Guest Accounts
- Guest Orientation
- Issue Resolution
- Guest Service and Assistance
- Maintenance Team Collaboration
- Hotel Reservations
Additional Information
- Familiar with MS-Office.
- New Zealand Full Driving Licence.
- Have experience in handling Opera, Onq PM, Protel, HMS property management systems.
Timeline
Guest Service Agent
Sudima Hotels Christchurch Airport
08.2022 - Current
Relief Night Manager
Sofitel Queenstown Hotel & Spa
02.2019 - 07.2022
Night Auditor
Hilton Lake Taupo
11.2017 - 01.2019
Concierge
Swiss Belresorts Coronet Peak, Queenstown.
12.2015 - 10.2017
Room Attendant
Hilton, Lake Side Residence By Hilton & DoubleTree
01.2015 - 11.2015
Diploma in Business Management (Level 7)
Concordia Institute of Business
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