Pavan Madusha Madduma Wellala
Pavia
Summary
Experienced with front desk operations and customer service management. Utilizes strong organizational skills to maintain efficient and welcoming reception environment. Track record of fostering positive client interactions and supporting team collaboration.
Overview
7
7
years of professional experience
Work History
Reception Manager
Hotel Acca Sporting
04.2024 - Current
- Provided support to colleagues during challenging situations by offering assistance, guidance, and encouragement as needed.
- Collaborated with other department managers to create seamless guest experiences across all hotel services.
- Coordinated group bookings efficiently, working closely with event planners to tailor packages that met client-specific requirements.
- Assisted in the hiring, training, and mentoring of new staff members, fostering a collaborative work environment focused on excellent customer service.
- Fostered a welcoming atmosphere for guests upon arrival by maintaining a clean reception area and ensuring prompt assistance from staff members when needed.
- Increased revenue through upselling hotel services and amenities, promoting special offers, and encouraging repeat bookings.
- Implemented effective scheduling strategies, balancing employee preferences with business needs to optimize staff productivity.
- Optimized room occupancy rates by closely monitoring reservations and coordinating with housekeeping to ensure timely room availability.
- Contributed to marketing efforts by analyzing guest feedback data and sharing insights on potential areas of improvement or promotional opportunities.
- Reduced wait times for guests during check-in/out processes by implementing a more efficient system for handling paperwork, keys, and other essential items.
- Developed strong relationships with local businesses and vendors, creating valuable partnerships that benefited both parties.
- Demonstrated adaptability during peak seasons or staffing shortages by stepping into various roles as needed to maintain smooth operations at the front desk.
- Maintained accurate records of guest information, billing details, and reservation data using hotel management software systems.
- Stayed current on industry trends and best practices to ensure the hotel''s reception operations remained competitive and aligned with guest expectations.
- Enhanced team communication by conducting regular staff meetings and providing constructive feedback to colleagues.
- Consistently met or exceeded performance metrics related to customer satisfaction, revenue generation, and team collaboration efforts.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Reception Manager
Hotel ELYS
09.2022 - 03.2024
- Improved customer satisfaction by implementing efficient front desk procedures and streamlining check-in/check-out processes.
- Managed guest complaints effectively, resolving issues promptly and professionally to ensure positive experiences for all clients.
- Streamlined inventory management by establishing an organized system for ordering supplies and tracking usage patterns.
- Ensured compliance with health and safety regulations by conducting regular facility inspections and addressing any concerns immediately.
Receptionist
Hotel Bagliori
05.2020 - 08.2022
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of information regarding clients and company.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Assisted with onboarding new clients and securing paperwork completion.
- Maintained visitor log for entering and leaving facility for security purposes.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Assisted with planning office events and meetings for smooth execution.
- Helped maintain office security by monitoring visitor access and issuing badges.
- Maintained clean and welcoming reception area, contributing to positive first impression for visitors.
- Streamlined invoice processing to ensure timely payments and financial operations.
Receptionist
Hotel Paradise
02.2018 - 05.2020
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
Education
High School Diploma -
Istituto Paritario G.Verga
Milan, Italy06-2020
Skills
- Customer service focus
- Budgeting and financials
- Staff training and development
- Data entry proficiency
- Guest relations
- Marketing and promotions
- Scheduling expertise
- Greeting and seating clients
- Policy enforcement
- Team building expertise
- Planning and prioritization
- Credit and collections
- Flexible schedule
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Strong leadership
Music
Professional drummer
Languages
English
Advanced (C1)
Italian
Bilingual or Proficient (C2)
Sinhaleese
Bilingual or Proficient (C2)
Timeline
Reception Manager
Hotel Acca Sporting
04.2024 - Current
Reception Manager
Hotel ELYS
09.2022 - 03.2024
Receptionist
Hotel Bagliori
05.2020 - 08.2022
Receptionist
Hotel Paradise
02.2018 - 05.2020
High School Diploma -
Istituto Paritario G.Verga
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