Summary
Overview
Work history
Education
Skills
Languages
Reference
Timeline
Generic
Jeewa Nageswaram

Jeewa Nageswaram

Dubai,United Arab Emirates

Summary

Results-driven hospitality professional with extensive experience in front office management, customer service, and operational leadership. Proven ability to drive team performance, streamline processes, and elevate guest satisfaction while maintaining hotel brand standards. Skilled in Microsoft applications, ONQ PM, and ONQ R&I systems, with strong analytical, problem-solving, and interpersonal skills. Multilingual in English, Sinhalese, and Tamil, adept at leading diverse teams in dynamic environments.

Overview

10
10
years of professional experience

Work history

Front Office Supervisor

Hilton Dubai Palm Jumeirah
Dubai, United Arab Emirates
09.2024 - Current
  • Collaborated with housekeeping department to deliver seamless guest services, ensuring smooth room readiness and service coordination.
  • Maintained cleanliness standards at front desk, reinforcing professional image of the hotel.
  • Tracked inventory levels, enabling timely procurement of supplies and avoiding service disruptions.
  • Resolved conflicts among team members, fostering a positive and harmonious work environment.
  • Reviewed daily shift logs, identifying potential areas for improvement and enhancing operational efficiency.
  • Handled guest complaints effectively, achieving 90%+ resolution rate and boosting guest satisfaction.
  • Conducted onboarding and training for 4+ new employees, strengthening team competence and service consistency.
  • Achieved upselling targets of AED 25K–30K monthly and drove Hilton Honor's enrollments of 1,000+ per month.
  • Actioned 40–50 shift emails daily, ensuring smooth communication and follow-up on guest and operational requests

Cluster Reservations Officer

Hilton Dubai Jumeirah
Dubai, United Arab Emirates
04.2023 - 09.2024
  • Dealt with high-volume calls and emails competently to meet service targets, averaging 50 calls and 80–120 emails daily
  • Completed bookings and reservation amendments using hospitality property management software
  • Conducted calls professionally and politely to maintain excellent service standards
  • Resolved complaints, cancellations, and refunds with mutually beneficial solutions
  • Applied upselling strategies to increase revenue through car hire and tour bookings
  • Maximized sales profits using proven upselling and cross-selling techniques
  • Processed payments and online bookings with zero error



Guest Service Officer

Conrad Dubai
Dubai, United Arab Emirates
11.2021 - 04.2023
  • Greeted and checked in 60+ guests and checked out 50+ guests daily promptly and professionally, ensuring smooth arrivals and departures
  • Actioned 20+ special requests daily, enhancing guest satisfaction and personalizing stays
  • Processed and issued 100% accurate receipts for guest payments, ensuring transparency and trust
  • Coordinated housekeeping staff to prepare rooms, contributing to 98% on-time readiness rate for guest arrivals
  • Monitored and analyzed daily front desk activity, maintaining full compliance with performance metrics and brand standards
  • Reconciled floats and administered petty cash systems with zero discrepancies
  • Handled guest complaints effectively, achieving 90%+ resolution on first contact

Front Desk Team Leader - Pre-Opening Team

Doubletree by Hilton Weerawila Rajawarna Resort
Weerawila, Sri Lanka
11.2019 - 11.2021
  • Greeted guests warmly and professionally, creating positive first impressions.
  • Handled customer complaints, providing solutions to guarantee positive outcomes and satisfaction.
  • Checked in guests promptly and professionally, managing 50+ daily arrivals.
  • Maintained excellent product and service knowledge to offer accurate and helpful guidance.
  • Facilitated check-in and check-out procedures efficiently for 50+ daily guests.
  • Assisted with front office setup during Pre-opening period, ensuring smooth operational readiness.
  • Contributed to creation of 40+ SOPs and ONQ system setup during Pre-opening, enhancing team efficiency and standardization

Guest service officer

Hilton Colombo
Colombo, Sri Lanka
06.2015 - 05.2017
  • Greeted guests and completed registration process, confirming guest details and room rates for 50+ daily arrivals.
  • Managed room allocation efficiently for all arrivals, optimizing occupancy and satisfaction.
  • Assisted guests with check-out, ensuring all rooms and services were correctly accounted for.
  • Handled cash, credit, and debit transactions, including foreign currency conversion for 30+ daily check-outs.
  • Utilized point-of-sale system to maintain accurate financial records and smooth check-out operations

Education

Lead 2.1 - Leadership Development

Harvard Business Publishing
United Arab Emirates
09/2025 -

Diploma - Hotel Management

Sri Lanka Institute of Tourism and Hotel Managemen
Sri Lanka
04/2014 - 07/2015

Diploma - Business

Business Management School
Sri Lanka
02.2019 - 03/2021

Skills

  • Teamwork and interpersonal skills
  • Hilton Honor's Champion
  • Analytical and problem-solving skills
  • Adaptability and flexibility in dynamic environments
  • Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
  • ONQ PM in-house database system
  • ONQ R&I system
  • Organizational and planning skills
  • Attention to detail and accuracy
  • Time management and multitasking
  • Verbal and written communication skills
  • Knowledge of hotel brand standards and operating procedures

Languages

English
Fluent
Arabic
Elementary
Tamil
Fluent

Reference

Ms. Nithya Mehrotra

Director Of Rooms

Hilton Dubai Palm Jumeirah

T : 971042300000

M : +971508785936

Email : Nithya.Mehrotra@Hilton.com


Mr. Surath Samaratunga

Cluster Learning & Development Manager

Hilton Dubai Jumeirah

T : +97143182999

M : +971506104383

Email : Surath.Samaratunga@Hilton.com






Timeline

Front Office Supervisor

Hilton Dubai Palm Jumeirah
09.2024 - Current

Cluster Reservations Officer

Hilton Dubai Jumeirah
04.2023 - 09.2024

Guest Service Officer

Conrad Dubai
11.2021 - 04.2023

Front Desk Team Leader - Pre-Opening Team

Doubletree by Hilton Weerawila Rajawarna Resort
11.2019 - 11.2021

Diploma - Business

Business Management School
02.2019 - 03/2021

Guest service officer

Hilton Colombo
06.2015 - 05.2017

Lead 2.1 - Leadership Development

Harvard Business Publishing
09/2025 -

Diploma - Hotel Management

Sri Lanka Institute of Tourism and Hotel Managemen
04/2014 - 07/2015

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Jeewa Nageswaram