1. GuestService Manager (Anantara Peace Haven Tangalle Resort)
PlanningandOrganising:
 Assistthe preparationof the FrontOffice teambudget.
 Planand implementtrainingplansforall FrontOffice employees. Conductregularassociate
training,and monitoritssuccess. Thiswill involve traininginbothITsystemsandguest-service
procedures.
 Maintainfull knowledge of the PropertyManagementandCall Centre computersystems.
Operations
 Supervise the functioningof all departmental employeesandfacilities.
 Take personal responsibilityformaximizingqualitylevelsof productandservice,andguest
satisfaction.
 Ensure that all StandardOperatingProceduresare beingadheredto,bytrainingall staff and
monitoringtheirperformance. Continue tocapture bestcurrentpractice innew LSOPsrelatingto
frontoffice operation.
 Drive the implementationof all salesandpromotional programmesof the hotel. Take personal
responsibilityfordrivingUpsellingwithinthe property.
 Monitordailyarrivalsandaction as appropriate foranyVIPor special request. Liaise with
housekeeping,roomservice andguestrelationswherenecessarytocomplete the action.
 Developandmaintainamotivational workingenvironmentwithinthe department.
 Provide coachingandcounselling,supportandguidance tothe associatesasrequired.
 Ensure associatesare up-to-date withcurrentinformationanddataof the hotel productsand
servicesincludingroomtypes,rates,featuresandfacilities,foodandbeverageoutlets&
promotions,spaandhealthclub,andotherservicesandfacilities.
 Conductregularroom andfloorinspectionstoensure qualitystandards,completenecessary
EngineeringJobOrderorhousekeepingcleaningrequestsandmonitorthe results.
 Provide assistance to local representativesof touroperatorsandtravel agencies.
 To anticipate guestneeds,andhandle guestinquiriesinahelpful andattentive Anantaramanner.
 To have a complete knowledge of the hotel product,includingroomtypes,rates,relative features
and facilities,foodandbeverageoutletsandpromotions,spaandhealthclub,andotherAnantara
properties.

2.  To oversee the service andattitude withwhichourguestservice isbeingdelivered,andensure it
meetsthe higheststandardof Anantaraat all times.
 Take personal responsibilityforensuringall issuespertainingtoguestsatisfactionare metandthat
followupiscompletedonatimelybasis.
 To be proactive andinnovative,suggestingalternativesthatmeetguestneedsinenjoyingtheir
Anantaraexperience.
 To developaclose andharmoniousworkingrelationshipwithall hotel departments.
GHA DISCOVERY CHAMPIONfor the property
OperationManager (The Other Corner)
 Responsible formaintainingvisibilitywithguestsatall times,andfor assistingthe Resident
Manager to run an Eco friendlyBoutique hotelthathas10 Villas,afine dining restaurants,a
lounge andbar, nature and adventure activitiesanda outdoorpool withanorganic farmland.
Duties& Responsibilities:-
1. Usinghotel resourcestomaximize guests’satisfaction&optimizerevenues.
2. Representingthe hotel inthe marketplace anddeveloprelationshipswithkeyaccounts.
3. Analyzingstatistical informationanddrawingconclusionsfromitbringthe bestto our
customersandget maximumrevenues
4. Developingandimplementingstaff trainingprograms
5. Ensuringthe accurate and timelysubmissionof payroll dataandotherrelevant
documentstothe headoffice.
6. Continuouslydevelopingthe hotelsbrand.Makingsure thatguestsatisfactionisalways
highand hotel customerratingsare continuestobe greatand maintainingthe
continuityof bestservice possible.
7. Attendingtourismtrade fairsandexhibitions.(InColomboandaroundSri Lanka)
8. Providingthe hotel ownerswithregularreports onthe hotelsoperationanddayto day
performance.
9. Accuratelyforecastingrevenues/expenses/andintroducingnew strategiesand
internallyrecognizedsystemstoimprove the customerservice andstaff performance.
10. Settingupteambuildingandlearningand developmentprogramswithpersonal
developmentprogramforthe staff.
OperationSupervisor (EmiratesPalace)
Duties& Responsibilities:-
1. Supervisingandleadingthe team
2. NightshiftIncharge (handover)
3. Roasterand payroll (Time Attendance)
4. Weeklytrainingsonbutlerservice,operationandguestservice andfoodandbeverage(Trainthe
trainerskillsqualified)
5. Trainingreports,trainingcalendarupdatesandmakingtrainingplans

3. 6. GuestProfile updating,Traces,notes,alerts,blocks,DNM,etc.
7. VIParrival suite checks
8. ComplainHandling
9. VIPArrivals,Welcome
10. CheckIn(inroom),Showaround
11. ForeignDelegationsarrivals,Royaltiesarrivalsandstays
12. Special Events(GCCsummit/AbuDhabi filmfestival/AbuDhabi Golf/BlackHats/Lories/
Ramadan/etc.)
13. GuestBirthdays,Special Occasionsarrangementsandorganizations
14. Restaurant,Taxi,Shoppingarrangements
15. VIPescortsand Palace showaround
16. VIPLaundry services
17. FollowupsonFoodand Beverage services
18. VIPinroom dinning,ordertaking
19. Special occasions,setup,arrangements
20. VIPguestescorting,24 hourspersonalize services
21. VIPcheckouts
22. VIPEntrance arrivals,securityandoperations
23. ForeignDelegationhandling,CID,bodyguardsandsecurityservicesandCIDpasses
arrangements
24. DailyPalace walkthrough(NightIncharge Palace)
25. Maintenance Defaultrecordings(HOTSOS)
26. Store Requisition(FBM)
27. Stores,Pantries,Backareas,Mini bar stores,amenitiesmaintainace checks
28. Updatingday todayfiles
29. Organizingthe shiftduties
30. Dailybriefingsforstaffsandspecial handover’stoManger
31. Helpingthe DutyManagersand managementonVIPforeigndelegations
32. Requestingandmanagingextrastaff forhighprofilelarge delegationsandspecial events
33. Royal service,Palace Butlerservice
34. Walkthrough reports
35. Daily,weeklycheckupon Royal suitesandpalace suites,grandmajilis,majilisandVIPentrances
36. Maintainingall firstaddboxesandrefilling
37. Providingfirstaidwhenrequired( CPRAEDLicense )
38. Projectmanagement
39. Delegationstaff allocations
40. Delegationseventsoperations
41. CID approval andstaff management
42. DailyTask management
43. Cost management
44. Time and qualitymanagement

4. Accomplishment:-
2012 Train the Trainer Skills
2012 CPR AED and First Aid License Americanheart Association
2011 Abu Dhabi Tourism Authority – ExcellentCustomerService/Tourism
Information
2011 Kempinski FrontOffice Essential Course
2010 LQA World Championtournament winners and Middle Eastand Africa
winners(LeadingQualityAssurance)
2010 LQA Emirates Palace GoldMedalist
2011 LQA EmiratesPalace SilverMedalist
2010 GulfCooperationCouncil (GCC) conference
Reasonforleaving:-
For my weddinginChinaandHoneymooninThailand
Butler (WestinDubai Mina Seyahi)
Duties& Responsibilities:-
1. Butlerservice
2. Checkin (insuite or executiveclubreception),checkoutsforsuite guestandVIP(OPERA)
3. Welcome,showaroundandescorting
4. Handlingguestcomplains
5. Suite checklistandmakingsure housekeepingis100%
6. Executive clubduties(breakfast,snacks,APERO,midnightsnack)
7. Executive clubbar
8. Guidedtourswithguest
9. In roomservice (foodandbeverage)
10. Presidential suiteservice (24hourspersonalize service)
11. Laundryservice
12. Restaurantbookings,conciergearrangements
13. Marhaba service forVIPfromDubai Airport
14. Guestprofiles, preferences, notes,trace,alertsinOPERA
15. Guesthistoryupdates

5. 16. Special occasionarrangements
17. Special amenities
18. Executive clubbusinesscenterarrangementsandduties
19. Executive clublounge andbarsetup andmaintenances
20. Foodand beverage orders(FBM)
21. Stores,butlerpantriesmaintenances
22. Hotel showaround,escorting,clubcar arrangements
23. SPA bookingsandescorting
24. In roomservice trolleys,hotboxes,railsmaintenances
25. Dailybriefingsandhand over
Accomplishments:-
Since 2008 Memberof the International Institute of ModernButlers
Since 2008 Membersof the butlers guildUK
2008 Butlers Training Magnum ButlersAustralia
2008 Level 2 Award in food SafetyCatering from CharteredInstitute of
environmentHealthUK
2008 3 GoldMedalsin Dubai HR networkSport Event 2008
2009 Most guestcomments in the hotel Jan 2009
Reasonforleaving:-
Due to an injuryinrightknee while participatingsportevent
Private Assistant(Fregate Island Private)
Duties& Responsibilities:-
1. HelicopterChickin/Checkout
2. In VillaWelcome,checkin
3. Marina Welcome
4. Islandtours

6. 5. Personal Butlerservice (24hoursonduty)
6. Breakfast,lunch,dinner
7. Guestcomplains
8. Receptionduties
9. Guestsports activities(Tennis,Cycling, Hiking,snorkeling,watersports,etc.)
10. Beach BBQ,three house lunch,PiratesRestaurantdinners,Fregate restaurantdinners
11. Guestweddings
12. Highteas,earlymorningmuffingservice
13. PlantationHouse,BananaGrove tours
14. Picknicksand kidsshows
15. Nature tours
16. Fishingtrips,Islandtrips,Divingtrips
17. Villachecklist
18. Housekeeping,pool,Jacuzzi service orders
19. Managementcocktails
20. SPA tours,bookingsandescorting
21. Sundowncocktails,dinners
22. Sevendifferentbeachactivitiesarrangements
23. Guesthistory,profile,preferenceupdate
24. Dailytasksheet
25. Butlertraining
26. Foodbeverage trainings
27. Helicoptertrainings
28. Airport,Marina operations
29. Guestco ordinationswithmainisland
30. Private beachservices(foodandbeverage)
31. Otherbutlerservice ( Packing,unpacking,laundryservice,concierge services)
32. Villamaintainedreportandorders
33. Villachecklist
34. Villaroomservice
Accomplishments:-
2007 Butlers Training, IIMB South Africa and Luxury hotels
and resorts Switzerland
2007 Foodand Beverage Trainingandbasiccookerytraining,
IIMB South Africa and Luxury hotelsand resorts Switzerland
2007 PassengerAttendantHelicopterSeychelles(Bell 206 B
Helicopters)

7. 2007 Micros and OperaTraining
Receptionist(ClubHotel Dolphin)
Duties& Responsibilities:-
 Checkin/Checkouts (Momentos)
 RoomAllocations
 Guestcomplainhandling
 Tele Phone operations
 VIPcheckin / escortingandshow around
 AmenitiesAllocations
 Tours,excursions,taxi,restaurants booking
 Airline crewcheckin,departure (Sri Lankan,Austrian,Russiancharter,etc.)
 Group Arrival anddepartures
 Special eventhandling
 Airport Operations(CPS(LSR) Sri LankanAirlines)
 Businesscenterassistance
 Dailyreports
 Guestprofiles, historyupdating
 Airticket,airlinesandairportconfirmations
 VIPDeparture at the air port
 Dailyevents(Animations,Kidsclub,Horse riding,watersports) bookingandupdates
 Travel agentvouchersupdating
Receptionist(CamelotBeachhotel and resort)
Duties& Responsibilities:-
 Checkin/Checkouts
 RoomAllocations
 Front office cashiering
 Foreignexchange
 Guestcomplainhandling
 Tele Phone operations
 VIPcheckin / escortingandshow around
 AmenitiesAllocations
 Tours,excursions,taxi,restaurantsbooking
 Airline crewcheckin,departure (Russiancharter,etc.)
 Group Arrival anddepartures
 Special eventhandling

8.  Airport Operations(CPS(LSR) Sri LankanAirlines)
 Businesscenterassistance
 Dailyreports
 Guestprofiles,historyupdating
 Airticket,airlinesandairportconfirmations
 VIPDeparture at the air port
 Dailyevents(Animations,Kidsclub,bookingandupdates
 Travel agentvouchersupdating
Receptionist(Hotel SuduAraliya)
Duties& Responsibilities:-
 Checkin/Checkouts
 Nightreports(DaySheet)
 Dailysummaries’( Rooms/F&B/Otherincome)
 RoomAllocations
 Guestcomplainhandling
 Tele Phone operations
 VIPcheckin / escortingandshow around
 AmenitiesAllocations
 AncientcityTours,excursions,taxi,restaurantsbooking
 SPA bookings
 Group Arrival anddepartures
 Special eventhandling
 Guestprofiles,historyupdating
 Airticket,airlinesandairportconfirmations
 Dailyeventsbookingandupdates(Weddings/parties/other)
 Travel agentvouchersupdating