Wiroshan Perera

Experienced luxury hospitality Reservations Manager with over 7 years of expertise in optimizing processes, driving revenue growth, and ensuring exceptional service standards. Adept communicator and problem-solver committed to enhancing guest satisfaction and organizational success.

Cluster Reservations Manager - Shangri-La Colombo (City Hotel) | Shangri-La Hambantota (Resort) - Sri Lanka

(2025-03)

• Led and supervised a team of 06 reservations colleagues across both city and resort operations.
• Oversaw group reservations and block management for corporate, leisure, and event-related bookings.
• Ensured accuracy of arrival reservations, room allocations, and guest booking details to maintain operational efficiency and guest satisfaction.
• Coordinated guest relocations and transfer arrangements during overbooking situations and full property buyouts.
• Managed and coordinated credit card promotional campaigns for Shangri-La Hambantota to drive revenue and guest engagement.
• Created and configured festive package codes and reservation setups for Christmas and New Year Gala Dinner events.
• Conducted performance development reviews, monitored staff progress, and managed contract renewal processes for team members.
• Trained newly recruited reservations associates on SOPs and reservation systems.

Reservations Manager - Shangri-La Dubai - United Arab Emirates

(2022-09 - 2023-11)

• Achieved full compliance in rate audits conducted for Q1 & Q2 by Shangri-La HQ.
• Successfully completed tasks assigned to Reservations to facilitate the migration from IDeas G2 to G3.
• Managed a team of 5 reservation agents, overseeing all aspects of Room Reservations, F&B Reservations, MICE Group operations, Distribution & RFP Rate Loading.
• Conducted regular training sessions for reservation agents to enhance their customer service skills and improve up-selling techniques.
• Collaborated with Sales & Revenue to create and execute promotions.

Reservations Manager - Cinnamon Life Colombo (City Hotel) - Sri Lanka

(2022-03 - 2022-09)

• Successfully implemented the Opera Cloud PMS for Cinnamon Life (Pre-Opening).
• Developed SOPs, Training plans & Job Descriptions for Reservations.

Cluster Reservations Manager - Shangri-La Colombo (City Hotel) | Shangri-La Hambantota (Resort) - Sri Lanka

(2020-01 - 2021-12)

• Successfully implemented Shangri-La's Book 360 CRS for Colombo & Hambantota, enhancing operational efficiency.
• Proficiently managed BAR rate tiers in Synxis & Opera, optimizing revenue strategies.
• Oversaw Corporate RFP Rate Loadings and GDS distribution, ensuring accuracy across channels.
• Discovered and resolved rate parity and system integration issues, maintaining pricing integrity at all times.
• Crafted a high-achieving team that consistently surpassed up-selling targets, conducting thorough performance development reviews and evaluations along the way.
• Skillfully handled all facets of MICE group blocks, guaranteeing flawless events. Oversaw room inventory and rate restrictions, while also creating and maintaining generic rate codes in Book 360 & Synxis, thus optimizing reservation processes.

Reservations Supervisor - Shangri-La Colombo (City Hotel) - Sri Lanka

(2018-07 - 2019-06)

• Assumed the leadership role within the department for the first time with full responsibility of the Reservations Operations.
• Supervised a high-performing team of reservation agents, ensuring excellence in luxury service standards.
• Managed room availability while attending to personalized guest preferences and special requests.
• Orchestrated seamless collaboration among hotel departments, maintaining the hotel's reputation for exceptional service.
• Curated bespoke experiences for VIP guests, resolving challenges discreetly and efficiently.
• Conducted departmental training, fostering a service-oriented team.

Cluster Assistant Reservations Manager - Shangri-La Colombo (City Hotel) | Shangri-La Hambantota (Resort) - Sri Lanka

(2019-07 - 2020-01)

• Successfully completed the setup of a Cluster Reservations Office in Colombo to manage reservations of Shangri-La Colombo & Hambantota.
• Oversaw daily operations of the reservations department, including managing reservations, responding to inquiries, and resolving guest complaints.
• Acted as the point of contact for VIP guests, ensuring personalized service and addressing any special requests promptly.
• Collaborated with the front desk and housekeeping teams to ensure seamless guest experiences from booking to departure.

Reservations Executive (Pre-Opening Team Member) - Shangri-La Colombo (City Hotel) - Sri Lanka

(2017-08 - 2018-06)

• Assisted in the implementation of Opera PMS & Synxis CRS for Shangri-La Colombo during the Pre-Opening phase.
• Handled incoming reservation inquiries via phone, email, and online platforms, providing accurate information and assisting guests in making bookings.
• Consistently met and exceeded monthly sales targets by effectively upselling room upgrades and additional services.
• Managed a high volume of reservations while maintaining attention to detail and ensuring accuracy in booking information.
• Collaborated with other departments to fulfill special requests and ensure a smooth guest experience.
• Resolved guest concerns and issues in a professional and courteous manner, aiming to turn any negative experiences into positive ones.

Reservations Agent (Pre-Opening Team Member) - Movenpick Hotel Colombo (City Hotel) - Sri Lanka

(2016-12 - 2017-07)

• Assisted in the implementation of Opera Cloud V9 (PMS) during the Pre-opening phase.
• Gained experience in working with Opera Cloud V9 (PMS).
• Handled guest reservations, inputting details accurately and ensuring room allocation aligned with preferences and availability.
• Responded promptly and courteously to guest inquiries via various channels, addressed concerns, and modified reservations as needed.
• Promoted upgrades and additional services, contributing to increased revenue.
• Coordinated with front office, sales, and housekeeping teams to facilitate seamless check-ins, check-outs, and accurate room availability.
• Maintained precise reservation records, generated occupancy reports, and upheld data privacy protocols.

Higher National Diploma (HND) - Tourism and Hospitality Management - Sri Lanka Institute of Tourism and Hospitality Management (2013 - 2016)

General Certificate of Education - Advanced Level Examination - Mahanama College (2011 - 2011)