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.
