David Lakdive
Healthcare City
Summary
Welcoming Service Supervisor with outstanding abilities in assisting customers with various inquiries and tasks. Dependable and reliable with excellent training expertise. Experienced leading a team of diverse members by setting high expectations and treating everyone professionally and with respect.
Overview
11
11
years of professional experience
Work History
Royal Service Supervisor
Sofitel Dubai The Obelisk Hotel
01.2023 - Current
- Handling Reservation calls and vendor bookings.
- Merged Front Desk Operations & Accor Support for Loyalty program issues.
- Improved customer satisfaction by efficiently addressing service issues and providing timely resolutions
- Conducted regular performance reviews for staff members, identifying areas for growth and providing constructive feedback
- Managed daily operations of the service department, maintaining a high level of organization and productivity & analyst reports
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews .
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
Guest Experience Supervisor
Four Points by Sheraton Hotel
07.2022 - 12.2023
- Night In - Charge Check in / Outs & prepare daily reports
- Empower GXP property champion and conduct training and assisting staff.
- Conducting Routine Internal Audits to ensure standards are followed .
- Analyzed guest feedback data to identify areas for improvement, implementing changes to enhance overall satisfaction levels
- Managed front desk operations efficiently while maintaining a warm and inviting atmosphere for all guests entering the hotel lobby area
- Conducted regular performance evaluations of team members, providing constructive feedback and coaching for continuous improvement
- Increased online review ratings by promptly responding to guest feedback across various platforms, addressing concerns professionally and courteously
- Resolved guest complaints with empathy and understanding, leading to increased loyalty and repeat business.
AT YOUR SERVICE LEAD
Four Points By Sheraton Hotel
01.2020 - 06.2022
- Preparing all Customer complaint investigation reports.
- Hosting monthly and presentation and Department Meetings.
- Managing a team of 10 -12 Teams and ensuring company policies are followed and training new staff.
- Preparing Rosters ,Edocs,Payroll Oasys, Birch street, and Empower GXP and responding to all X5 and CEC Cases.
- Assisting Front desk with reservation, Check-in, billing, and complaints.
- Conducting Routine Internal Audits to ensure standards are followed.
- Handling all Room bookings, cancellations and amendments.
- Communicating with associates for better work ethic and maximum productivity and setting goals and quarterly performance evaluation.
AT YOUR SERVICE AGENT
JW Marriott Marquis Hotel
01.2018 - 12.2019
- To provide a personal service to all the guests, fully aware and following the hotel standards and procedures
- Handling all guest calls (300 - 400 Calls In & Outbound daily and logging every incidental.
- Preparing Guest Experience reports and other system reports accordingly
- Communicating with rooms control for Airlines Crew Pattern changes and amendments - Ten Airlines Companies
- Carrying internal investigations for guest voice alerts and email guest with during stay feedback emails to insure satisfaction during stay
- Coordinating to Marriott Bonvoy International on behalf of guests for missing points and membership-related issues and verification.
- Improved inventory management by keeping accurate records of supplies usage and ordering replenishments as needed
- Contributed to increased sales revenue by upselling additional services and products when appropriate
- Managed high call volumes while maintaining excellent customer service standards for prompt issue resolution
ROOM ATTENDANT
Marriott International
09.2015 - 12.2016
HOUSEKEEPING ATTENDANT - Internship
Cinnamon Lakeside Colombo
09.2013 - 02.2015
Education
International General Certificate of Secondary Education -
British Council
IELTS 6.5 - IELTS English Language
British Council
United Arab Emirates12.2023
ABE Endorsed Postgraduate Diploma in Strategic Management (level 7)
04.2022
High School Diploma -
ABE Endorsed Diploma in Business Management (level 5)
Sri - Lanka03.2021
ABE Endorsed Diploma in Business Management (level 4)
Sri - Lanka01.2019
Certificate Level -
Sri-Lanka Institute of Tourism And Hospitality Management
Sri - Lanka01.2015
Front Office Operations -
Asia Lanka Training Centre
07.2013
IGCSE - Excel O/L -
Colombo South International College Sri-Lanka
03.2011
GED -
Sacred Heart School
Kingdom Of Bahrain01.2001
Skills
- MS Office Suite
- Opera PMS
- Guest ware - CRM
- Salesforce - CRM
- Empower GXP - CRM
- Amadeus / Hotsos - CRM
- Royal Service CRM
- Trust You Dashboard
- Guest voice / Medallia
Languages
English
Sinhala
Hindi
Personal Information
- Title: Front Office Operations
- Date of Birth: 10/03/1992
- Nationality: Sri-Lanka
References
- Alisha Subodi, Front desk Manager, Alisha.Subudhi@SheratonGrandDubai.com, +971-509729944
- Jamie Edwards, Guest Service Manager, Jamie.Edwards@sofitel.com, +971-501835071
Hobbies and Interests
- Reading
- Sports
- Music
- Movies
Timeline
Royal Service Supervisor
Sofitel Dubai The Obelisk Hotel
01.2023 - Current
Guest Experience Supervisor
Four Points by Sheraton Hotel
07.2022 - 12.2023
AT YOUR SERVICE LEAD
Four Points By Sheraton Hotel
01.2020 - 06.2022
AT YOUR SERVICE AGENT
JW Marriott Marquis Hotel
01.2018 - 12.2019
ROOM ATTENDANT
Marriott International
09.2015 - 12.2016
HOUSEKEEPING ATTENDANT - Internship
Cinnamon Lakeside Colombo
09.2013 - 02.2015
International General Certificate of Secondary Education -
British Council
IELTS 6.5 - IELTS English Language
British Council
ABE Endorsed Postgraduate Diploma in Strategic Management (level 7)
High School Diploma -
ABE Endorsed Diploma in Business Management (level 5)
ABE Endorsed Diploma in Business Management (level 4)
Certificate Level -
Sri-Lanka Institute of Tourism And Hospitality Management
Front Office Operations -
Asia Lanka Training Centre
IGCSE - Excel O/L -
Colombo South International College Sri-Lanka
GED -
Sacred Heart School
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