Dulaj Harshana

Dynamic, performance-driven Hospitality Operations & Portfolio Manager with over 10 years of leadership expertise spanning luxury resorts, prestigious residential towers, and high-growth short-term vacation rentals (HolidayHomes). Proven track record of scaling operations, optimizing financial performance (OpEx/Budgets), and delivering elite guest satisfaction standards across premier brands, including Emaar and Otolo Homes. Adept at training high-performing teams, building robust vendor networks, and aligning multi-site operations with local compliance and regulatory standards.

Operations Manager - Voyage UAE (Operations Head for Otolo Homes) - Abu Dhabi, United Arab Emirates

(2025-07)

• Portfolio Scaling & Launch: Direct comprehensive operations for Otolo Homes' premium asset portfolio (currently 33 keys, aggressively scaling to 100+ keys by Q4 2025).
• Logistics & Ground Operations: Orchestrate ground handling logistics and housekeeping services for Voyage's broader footprint of 80 luxury keys across Abu Dhabi and Dubai, ensuring flawless room readiness.
• Financial Control: Forecast annual operational budgets, analyze financial variations, and implement rigorous cost-control measures to maximize net operating income.
• Compliance & Risk Management: Enforce absolute alignment with Abu Dhabi Department of Culture and Tourism (DCT) and Dubai Tourism (DET) regulations alongside internal corporate policies.
• Vendor Strategy: Manage end-to-end vendor lifecycles, negotiate high-value service level agreements (SLAs), and audit contractor performance to reduce third-party operational expenses.

Front Office Supervisor - Emaar Address Residences Dubai Opera & Il Primo - Dubai, United Arab Emirates

(2023-02 - 2025-07)

• Luxury Flagship Leadership: Supervised front office operations and training systems for Emaar's most prestigious residential assets: Dubai Opera (866 ultra-luxury units) and Il Primo (133 elite residential units).
• SOP Standardization: Authored and deployed rigorous frontline training manuals, operational simulations, and service-delivery roleplays to maintain Emaar's signature luxury standards.
• Service Analytics: Conducted ongoing mystery audits, spot checks, and guest feedback analysis; translated operational data into targeted coaching plans that significantly minimized guest complaints.
• Cross-Departmental Synergy: Partnered with Housekeeping, Concierge, and Asset Maintenance teams to synchronize guest arrivals, room readiness, and VIP handling pipelines.
• Workforce Scheduling: Administered complex departmental rosters, optimizing labor allocations based on occupancy forecasts and seasonal peaks to maintain lean operational costs.

Operations Manager (Promoted from Front Office Manager) - Rococo Residence - Colombo, Sri Lanka

(2017-06 - 2022-12)

• Full-Scale Property Control: Steered cross-functional hotel departments including Front Office, Housekeeping, Maintenance, and Food & Beverage (F&B) to ensure seamless day-to-day property efficiency.
• P&L and Procurement: Managed operational procurement and optimized inventory control systems, significantly reducing waste while maintaining healthy supply levels.
• Strategic Optimization: Conceptualized and implemented structural workflows and policy updates that boosted overall property performance and operational speed.
• Talent Management: Spearheaded recruitment, leadership training, and performance metrics for department heads, building a highly motivated, unified workforce.

Front Office Executive - Comfort @ 15 Hotel - Colombo, Sri Lanka

(2014-03 - 2017-05)

• Front Desk Leadership: Managed high-volume check-in/check-out workflows, verified financial credentials, and structured accurate billing and daily financial handovers.
• Inventory & PMS Management: Controlled room inventories and updated Property Management Systems (PMS) dynamically to prevent overbookings and optimize occupancy.
• Training & Scheduling: Assumed leadership duties including constructing the master duty roster and conducting training workshops for onboarding frontline personnel.

Front Office Supervisor - Unique Towers Luxury Boutique Suite - Colombo, Sri Lanka

(2012-10 - 2013-12)

• Assist guests with inquiries, requests, and complaint resolution.
• Manage room reservations via phone, email, and online booking platforms.
• Coordinate with housekeeping and maintenance to ensure room readiness and quality standards.
• Promote hotel services and room upgrades to enhance guest experience and revenue.
• Liaise with internal departments to ensure smooth operations and guest satisfaction.
• Report incidents or issues to management and maintain accurate records and logs.
• Prepare shift handover notes and assist with operational and guest reports.

Receptionist (Promoted to Senior Receptionist) - Amagi Lagoon Resort & Spa - Negombo, Sri Lanka

(2011-08 - 2012-09)

• Welcome guests, manage check-ins/check-outs, and process payments efficiently.
• Handle reservations through phone, email, and online booking systems.
• Assign rooms, issue key cards, and coordinate room changes or upgrades.
• Respond promptly to guest inquiries, requests, and complaints with professionalism.
• Provide information on hotel facilities, local attractions, transportation, and dining options.
• Arrange guest services such as wake-up calls, taxi bookings, and luggage assistance.
• Maintain accurate guest records and update information in the hotel management system.
• Prepare, review, and process guest bills and invoices accurately.
• Support the training and supervision of junior front office team members when required.

Diploma - Travel and Tourism Economics and Hotel Management - University of Colombo

Diploma - Hotel Management - Swiss Lanka Hotel School

Professional Certification - English Language - British Way English Academy