Yanukshan Yogarajah

In my role as a Guest Communications Agent at The Peninsula London, I was entrusted with ensuring seamless guest experiences that upheld the brand’s reputation for excellence. This involved managing various facets of guest communication, from reservations to service recovery, while consistently maintaining the highest standards of professionalism and luxury hospitality.

Key responsibilities:

• Proficient in handling room reservations, special requests, and managing guest profiles using Shiji, Hotsos, and Micros.
• Successfully conducted pre-arrival outreach, reviewed guest preferences, and personalised stays to exceed expectations.
• Demonstrated ability to manage high-pressure situations, ensuring service recovery aligns with luxury hospitality standards.
• Coordinated seamlessly between departments (Housekeeping, Room Service) to deliver customised guest experiences.
• Managed communication flow among 100+ colleagues for efficient operations.
• Worked with F&B systems such as SevenRooms, managing reservations to prevent overbooking and enhance guest dining experiences.
• Reviewed and enriched guest profiles to create memorable stays, implementing The Peninsula’s guest recognition principles.
• Delivered HSH-Global Standards, maintaining confidentiality and professionalism.
• Successfully handled cancellations and no-shows while ensuring policy adherence and guest satisfaction.
• Adhered to and exemplified Peninsula's Core Principles, consistently delivering personalised, intuitive, and heartfelt service that reflected the brand's commitment to luxury and guest satisfaction during every interaction.

In my role as a Guest Communications Agent/ Rooms Controller at the luxurious The BoTree Hotel, I assumed a pivotal position responsible for ensuring the highest level of guest satisfaction at the 5 star hotel. My experience covers both the pre-opening and operational phase of the hotel.

With a focus on creating memorable stays and delivering exceptional service, I performed a diverse range of responsibilities, including receptionist duties as well as communication duties. My receptionist duties underscored my commitment to providing a warm welcome and ensuring that guests' needs were met with the highest level of professionalism.
Key responsibilities:

• Demonstrated intricate knowledge oIn my role as a Guest Communications Agent/Rooms Controller at the luxurious The BoTree Hotel, I held a pivotal position ensuring the highest levels of guest satisfaction at this five-star establishment. My experience encompassed both the pre-opening and operational phases of the hotel.

Focusing on creating memorable stays and delivering exceptional service, I undertook a diverse range of responsibilities, including receptionist and communication duties. My receptionist role highlighted my commitment to providing a warm welcome and ensuring that guests' needs were met with the utmost professionalism.

Key responsibilities:

• Demonstrated intricate knowledge of room configurations and features, mastering all room specifications and effectively managing inventory on arrival days to ensure smooth check-in experiences.
• Prioritised and pre-registered rooms based on guest arrival times, guaranteeing seamless accommodation without unnecessary delays.
• Maintained control over room inventory to prevent guest wait times by closely monitoring daily arrivals and ensuring rooms were ready for immediate occupancy or alternative waiting room options were provided.
• Acted as the primary liaison for coordinating room status across hotel departments, fostering efficient collaboration between Room Service and Housekeeping for special amenities and set-ups, ensuring prompt delivery.
• Reviewed and analysed guest preferences, special requests, and past stay histories to personalise their experiences. Allocated rooms according to specific requirements, enhancing overall satisfaction.
• Proficiently trained in Opera, ensuring seamless check-in and check-out processes.
• Successfully completed Forbes standard training, consistently upholding the highest standards of service and quality.
• Utilised industry-specific software such as Knowcross, Alliants, and Micros to streamline guest services and optimise efficiency.

Receptionist Duties:

• Welcomed and assisted guests at the front desk, managing check-ins, check-outs, and room assignments to create a professional and inviting first impression.
• Took reservations via phone and walk-ins, ensuring scheduling demands aligned with kitchen output to avoid overbooking.
• Efficiently managed guest enquiries and requests across phone, email, and in-person interactions, maintaining a high standard of service and professionalism.
• Played a central role in facilitating communication among various hotel departments (85+ colleagues), ensuring seamless information flow to optimise operations.
• Leveraged proficiency in Microsoft Office applications to streamline administrative tasks, contributing to enhanced communication efficiency.

In my role at Bioluminex, I seamlessly combined administrative support with receptionist duties, fostering a cohesive work environment. As an admin, I managed meetings, schedules, inventory, and document organisation, ensuring office efficiency. Simultaneously, as a receptionist, I warmly welcomed visitors, handled phone calls, and maintained security protocols, always upholding the highest standards of customer service. My ability to balance these responsibilities contributed significantly to our team's success and overall office functionality.

Key responsibilities:

• Provided administrative support for various projects, effectively delegating tasks to team members and ensuring operational efficiency.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Managed time efficiently in order to complete all tasks within deadlines.
• Facilitated meetings, ensuring clear communication and accurate documentation.
• Proactively addressed customer issues and concerns, aiming to achieve high levels of customer satisfaction.
• Managed telephone calls, visitor reception, word processing, and creation of spreadsheets and presentations.
• I provided administrative support for various projects, effectively delegating tasks to team members and ensuring operational efficiency.
• I facilitated meetings, ensuring clear communication and accurate documentation.
• I proactively addressed customer issues and concerns, aiming to achieve high levels of customer satisfaction.
• I managed telephone calls, visitor reception, word processing, and the creation of spreadsheets and presentations.
• I handled inventory management, ensuring the office had the necessary supplies at all times.
• I managed executive calendars, scheduled appointments, and coordinated meetings with external parties.
• I arranged travel itineraries, accommodations, and logistics for executives or team members when necessary.
• I organised and archived documents, both in physical and digital formats, for easy retrieval.
• I ensured visitor security by following established protocols.
• I maintained databases, tracked contact information, and managed records.
• I tracked expenses and managed budgets accurately.

As an Assistant Manager at Serco, I seamlessly bridged my prior experience in administrative and receptionist roles by serving as the first point of contact for COVID testing operations. In this multifaceted position, I oversaw daily activities, ensured compliance with strict protocols, and applied my proficiency in administration and reception duties to maintain a smooth and efficient testing environment.

Key responsibilities:

• Administered COVID testing, ensuring smooth operations and adherence to compliance protocols.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Reviewed sales and gross profit report to assess company efficiency.
• Maintained accurate stock records and uploaded them to the online system.
• Ensured GDPR compliance when handling sensitive information.
• Organised documentation, prepared the site for inspections, and trained staff in relevant e-learning courses.
• Implemented social distancing measures and provided excellent customer service throughout the testing process.
• I assisted in planning and coordinating corporate events or conferences, contributing to their success.
• I interacted with vendors and ensured timely deliveries and cost-effective solutions.
• I provided basic IT support and liaised with the IT department to resolve issues.
• I successfully resolved conflicts or issues among team members or clients.
• I maintained accurate and up-to-date records, ensuring corporate compliance.
• I monitored and tracked the progress of various projects, ensuring they stayed on schedule and within scope.
• I played a role in training new employees and onboarding team members, effectively imparting knowledge.

• Delegated tasks to team members, fostering operational efficiency.
• Maintained interdepartmental relations with other services to accomplish goals.
• Monitored work performance to satisfy requirements.
• Arranged meetings, maintained clear communication, and provided administrative support. - Resolved customer complaints, ensuring effective solutions to enhance customer experience.
• Managed phone calls, visitor reception, word processing, and created spreadsheets and presentations
• Developed strong interpersonal skills and filed documents efficiently.
• Proficiently manage schedules, coordinate meetings, and maintain filing systems for streamlined operations.
• Efficiently handle multiple tasks and prioritise responsibilities, ensuring optimal time utilisation.
• Exhibit excellent verbal and written communication skills while interacting with colleagues, clients, and vendors.
• Provide exceptional customer service, addressing inquiries and resolving issues promptly and courteously.
• Maintain a keen eye for detail in data entry, document preparation, and record-keeping, ensuring accuracy.
• Demonstrate effective problem-solving abilities to tackle challenges and unexpected situations
• Utilise office software and technology proficiently for scheduling, document management, and communication.
• Uphold a high level of professionalism, representing the organisation with a neat appearance and courteous behaviour.
• Handle sensitive information discreetly and maintain confidentiality in all tasks and interactions.
• Adapt to changing priorities and dynamic work environments wi