Dushantha Pushpa Kumara Sebasthiyan
Dubai,United Arab Emirates
Summary
Self-motivated individual offering excellent skills in guest relations and upselling products and services. Engaging Waiter with ability to articulate and help customers make menu choices. Excellent issue resolution and customer service skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Guest relations officer
Tagamago Resturant
Dubai, Dubai
11.2023 - Current
- Met and exceeded established metrics for call quality, length, and resolution.
- Addressed guest enquiries, providing updated and informative answers to resolve issues.
- Reported on daily call volume and resolution statistics to aid in annual performance evaluations.
- Liaised with management to address escalated complaints or request support on complex account issues,
Guest relations
Black Tap JBR Dubai
Dubai
05.2017 - 10.2023
- Managed guest relations team to verify compliance with standards and operating procedures.
- Cultivated positive guest relations by managing reservation information and orchestrating speedy seatings.
- Coordinated optimal guest relations from initial contact through final check-out to boost satisfaction and brand loyalty.
- Increased customer loyalty by building and maintaining relationships with regular guests, memorising individual dining needs and preferences to maximise dining experience.
- Built positive relationships with members and guests for increased satisfaction ratings.
- Developed personalised and professional relationships with regular guests to promote client loyalty.
- Led outreach programmes to improve trading relationships between country-specific locations.
- Directed staff in daily replenishment to maintain full shelves and customer-ready stock for guests.
- Maintained excellent guest satisfaction by providing attentive, proactive and helpful service.
Guest relations
Emirates Grand Hotel, Dubai Time management
Dubai, United Arab Emirates
01.2015 - 04.2017
- Assisted front-of-house teams with setting up seating, checking in guests and supporting PR relations.
- Engaged with stakeholders to build relationships and brand awareness.
- Processed cash and card payments on guests' arrival.
- Completed special projects such as recreational designs and site rehabilitations, building excellent customer relationships throughout.
- Skilfully established positive rapport with hotel guests to deliver personalised customer service.
- Scheduled and made reservations for guests using hotel and management software.
- Developed positive customer relationships through friendly greetings and excellent service.
- Managed guest bookings and enquiries accurately and efficiently for continued customer satisfaction.
Education
GCE Advance Level Exam - Mix Subjects
Bandaranayke Collage
Sri LankaGCE Ordinary Level Exam - Mix Subjects
Bandaranayke Collage
Sri LankaSkills
- Excel proficiency
- Excellent communicator
- Team player
- Exceptional customer service
- Promotions planning skills
- Time management
- Customer demographics understanding
Languages
English
Fluent
Hindi
Fluent
Certification
Successfully Completed Housekeeping Training Program at Crises Hotel Management School -Sri Lanka
Successfully Completed Cross Training of Pastry and Bakery at Emirates Grand Hotel, Dubai
Timeline
Guest relations officer
Tagamago Resturant
11.2023 - Current
Guest relations
Black Tap JBR Dubai
05.2017 - 10.2023
Guest relations
Emirates Grand Hotel, Dubai Time management
01.2015 - 04.2017
GCE Advance Level Exam - Mix Subjects
Bandaranayke Collage
GCE Ordinary Level Exam - Mix Subjects
Bandaranayke Collage
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