SENATH M. HETTIARACHCHI
Dubai,UAE
Summary
Extensive experience exceeding 14 years in managing operational and administrative tasks for passenger handling at three international airlines. Skilled in coordinating services and delivering results in fast-paced environments. Committed to driving operational excellence and enhancing passenger experiences.
Overview
14
14
years of professional experience
1
1
year of post-secondary education
Work history
Administrative Coordinator – First & Business Class Lounge
Emirates Airlines
Dubai, UAE
2023.04 - 2026.01
- Coordinated end-to-end administrative operations of premium lounges to ensure seamless functionality.
- Managed operational documentation and compliance records, guaranteeing audit readiness per airline standards.
- Prepared and analysed passenger usage and service performance reports, enhancing operational insights.
- Liaised with ground handling, catering, and maintenance teams to uphold premium service quality.
- Monitored inventory levels and raised requisitions for lounge supplies and amenities.
- Coordinated staff rosters, attendance, and leave records to optimise workforce management.
- Handled premium passenger feedback and service recovery documentation with professionalism.
Senior Airport Services Agent
Emirates Airlines
Dubai
2016.07 - 2023.03
- Managed passenger check-in, boarding, and departure processes using Airport Connect systems.
- Delivered premium customer service to First and Business Class passengers in lounges and boarding areas.
- Handled ramp arrivals and departures (Chalet Team), including passenger segregation and priority boarding.
- Coordinated boarding procedures, flight announcements, and gate operations.
- Performed connection desk duties, assisting transfer passengers and resolving travel disruptions.
Customer Services Officer / Agent
Malaysia Airlines
Colombo
2013.05 - 2016.05
- Conducted pre-flight and flight monitoring using Departure Control Systems (DCS).
- Managed end-to-end check-in operations and efficient gate control.
- Coordinated with ramp services, catering, fueling, and ground equipment teams.
- Supported cargo operations, load planning, DGR handling, ticketing, reservations, and post-flight activities.
Customer Services Agent
Sri Lankan Airlines
Colombo
2011.09 - 2013.04
- Assisted VIP passengers, unaccompanied minors, special assistance passengers, medical cases, deportees, and INADs.
- Handled passenger inquiries related to reservations, flight schedules, and baggage services.
- Performed operational duties across check-in, departures, arrivals, baggage services, and Passenger Service Units (PSU).
Education
MBA - Master of Business Administration in Human Resource Management
University of Bedfordshire
UK 2023.09 - 2024.10
Airport Passenger Handling - undefined
Sri Lankan Airlines Aviation Academy
Special Passengers & Boarding Procedures - undefined
Certificate in Professional Communication & English - undefined
Skills
- Airline Ground Handling Operations
- Administration & Coordination
- Documentation & Regulatory Compliance
- Operational Reporting & Data Analysis
- Emotional Intelligence & Conflict Resolution
- Advanced spreadsheet capabilities
- HR systems understanding
- Technology integration practices
- Professional correspondence handling
- Prioritization expertise
- Inventory control understanding
- Multitasking proficiency
- Event planning experience
Languages
English
Fluent
Sinhala
Native
Custom Section
- Airport Connect
- ALTEA DCS
- MACS/MARS
- SITA
- CHRIS CHECK
- SABRE Interact
- Microsoft Word
- Excel
- PowerPoint
Personal Information
Title: Administrative Coordinator
Personal data processing
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Affiliations
- Playing guitar and Cajun
- Badminton
References
References available upon request.
Timeline
MBA - Master of Business Administration in Human Resource Management
University of Bedfordshire
2023.09 - 2024.10
Administrative Coordinator – First & Business Class Lounge
Emirates Airlines
2023.04 - 2026.01
Senior Airport Services Agent
Emirates Airlines
2016.07 - 2023.03
Customer Services Officer / Agent
Malaysia Airlines
2013.05 - 2016.05
Customer Services Agent
Sri Lankan Airlines
2011.09 - 2013.04
Airport Passenger Handling - undefined
Sri Lankan Airlines Aviation Academy