Shamila Udagama

• Leading Sales RAPS and Lost World Admissions teams to achieve revenue targets and deliver consistent Atlantis guest experiences.
• Drive team performance by coaching staff, analyzing KPIs, and implementing upselling and service‑enhancement strategies.
• Oversee day‑to‑day admissions and sales operations, ensuring efficient guest flow, queue management, and operational readiness during peak periods.
• Ensure adherence to Atlantis standards across ticketing, POS accuracy, cash handling, and effective resolution of guest escalations.

• Respond to general guest enquiries across all Marine & Waterpark programs and resort offerings.
• Deliver exceptional customer service while recommending and selling products that best match guest needs.
• Build and maintain strong relationships with guests through in‑person interactions and timely follow‑up via phone and email.
• Ensure all guest emails are answered promptly and professionally.
• Process payments for interaction bookings accurately using the Galaxy system.
• Resolve guest queries, concerns, and complaints with efficiency and professionalism.
• Support team development by training and onboarding new colleagues.

Lost World Aquarium, Guest Clinic, Saffron Restaurant and Special events (Nasimi, Sand Dance events)

• Handle daily cash, card, and digital transactions accurately and efficiently.
• Process payments, refunds, and reconciliations in line with finance policies.
• Maintain accurate cash float and ensure proper balancing at the end of each shift.
• Handle the accurate processing, issuance, and recording of credit vouchers while ensuring full compliance with financial procedures.
• Support outlets with billing, payment queries, and guest transaction assistance.
• Provide courteous, guest‑focused service during all payment interactions.
• Prepare and submit daily financial reports to the Finance Department.