Thuli Nihara
Summary
Hospitality professional with expertise in enhancing guest satisfaction and delivering luxury services. Proven ability to manage front office operations and VIP guest experiences. Proficient in data analysis and CRM software, driving engagement and loyalty. Committed to fostering a positive team culture and ensuring seamless hotel operations.
Overview
2
2
years of professional experience
9
9
years of post-secondary education
Work history
Guest Experience Manager
Club Quarters Hotel
London, England
02.2025 - Current
- Created welcoming environment by delivering attentive and personalised service.
- Improved online platform reviews by actively sharing personal customer experiences, contributing to 80% increase in Net Promoter Score (NPS).
- Managed and delivered staff training programs to improve service quality and guest satisfaction.
- Addressed guest inquiries and resolved concerns swiftly, turning potential issues into positive experiences.
- Adapted quickly during busy periods or unforeseen circumstances, maintaining smooth workflows and keeping staff stress levels low while providing excellent service to guests.
- Coordinated special events to enhance guest satisfaction..
- Attended training courses for professional development.
- Collaborated with other department managers, fostered teamwork environment.
Restaurant Hostess
Heavenly Desserts
Dundee, Scotland
02.2024 - 02.2025
- Supported training of new staff on customer service protocols and procedures.
- Increased order value by upselling sides, drinks and desserts by 50%.
- Followed health and hygiene standards when handling food and cleaning restaurants.
- Handled complaints with patience and professionalism, ensuring customer retention.
Senior student ambassador
University of Dundee
Dundee, Dundee City
10.2023 - 11.2024
- Conducted campus tours for prospective students, highlighting university facilities and programmes.
- Supported university staff in organising events to enhance student engagement and community participation.
- Assisted new students during orientation, offering insights into available resources and services on campus.
Residence assistant
University of Dundee
Dundee, Dundee City
09.2023 - 09.2024
- Assisted residents in resolving disputes and creating positive community atmosphere.
- Collaborated with university staff to meet student needs and improve residential services.
- Provided peer support to foster emotional well-being among residents.
- Mentored incoming first-year students, easing their adjustment to university life.
- Helped students acclimatise upon arrival for smoother transitions.
Restaurant supervisor
Milash Turkish Restaurant
Dundee, Scotland
10.2023 - 02.2024
- Supervised daily operations to support efficient service and customer satisfaction.
- Interacted positively with customers, effectively promoting restaurant facilities and services.
- Managed inventory levels and placed orders for supplies to ensure availability.
Education
Charted Institute of Management Accountants - Business Management
CIMA
UK 01.2017 - 01.2018
GCSEs -
Musaeus College
Colombo, Sri Lanka 01.2014 - 08.2014
A-Levels - Commerce and Business Studies
Musaeus College
Colombo,Sri Lanka 05.2017 - 12.2017
Master of Laws -
University of Dundee
United Kingdom 09.2023 - 11.2024
Bachelor of Laws - LL.B
Defence University
Sri Lanka 01.2018 - 12.2021
Attorney at Law -
Law College
Sri lanka 01.2022 - 06.2023
Skills
- Customer satisfaction enhancement
- Data analysis proficiency
- Luxury service delivery
- Advanced negotiation skills
- Emergency preparedness
- CRM software expertise
- Hospitality professionalism
- Front office management
Timeline
Guest Experience Manager
Club Quarters Hotel
02.2025 - Current
Restaurant Hostess
Heavenly Desserts
02.2024 - 02.2025
Senior student ambassador
University of Dundee
10.2023 - 11.2024
Restaurant supervisor
Milash Turkish Restaurant
10.2023 - 02.2024
Master of Laws -
University of Dundee
09.2023 - 11.2024
Residence assistant
University of Dundee
09.2023 - 09.2024
Attorney at Law -
Law College
01.2022 - 06.2023
Bachelor of Laws - LL.B
Defence University
01.2018 - 12.2021
A-Levels - Commerce and Business Studies
Musaeus College
05.2017 - 12.2017
Charted Institute of Management Accountants - Business Management
CIMA
01.2017 - 01.2018
GCSEs -
Musaeus College
01.2014 - 08.2014