Nao Nao Hnin wai

CONTACT Phone:00959421072021

Address: No. (31), San Pya Quarter, nnhwai92@gmail.com

Mezeligone, Inn Ga Pu Township,
Ayeyarwaddy Division

Phone: 09-421072021

Email: nnhwai92@gmail.com

SUMMERY
Having 7-year experience with progressive responsibilities in hospitality management in Hilton Mandalay and
Eskala Hotel & Resort in Ngwe Saung and Junction Hotel in Nay Pyi TAw, enthusiastic to achieve targets by
continuous improvement of Front Office area, positive nature with exceptional etiquette, demonstrated
capability of hospitality management, management of reservations, arrangements for the convenience of guests
and customers, management of the Front Office team, mentoring and coaching of junior staffs at front desk and
concierge.

Summary of Qualifications

 Over seven years of experience

 Excellent oral, written and training communication skills
 Excellent guest relations skills especially in creating "special touches" and resolving guest concerns, Strong analytical
skills including trend analysis and the ability to develop new tactics to resolve problems.
 Excellent eye for details can identify and carry out actions to improve the appearance of the department
 Positive, energetic, upbeat approach to employee relations and guest complaints
 Remarkable ability to ensure proper selection, training, motivation and counseling of all employees Great ability to
ensure professional, positive employee attitude and attentiveness
 Exceptional ability to promote good employee communication through feedback, oral and written communication and
excellent training

Dilum Rathnayaka
WORK EXPERIENCE
Hilton Hotel, Mandalay July 2018 to Present
Duty Manager

Eskala Hotel Ngwe Saung January 2018- May 2018

Duty manager Manager

Duties and Responsibilities as a Supervisor

 Ensure Hilto brand service standards are consistenly practiced by all team members.
 To be fully conversant with the hotel emergency and evacuation procedures, ensuring all
front office personal are completely trained in such procedures and to conduct regular
emergency procedure checks as required.
 Supervising all front office activities.
 Assisting all front of house areas as required. Reception with check ins and check outs,
Concierge with luggage porters, MAGIC centre, Guest relations, Other areas as and when
required.
 Maintaining high level of morale within the department by assisting and supporting the
team.
 Manage the day today front desk and support overall front office department operation
adhered as per brand standard.
 Review maintain & amend system and procedure within the department.
 Maintain an atmosphere of tranquility , cleanliness and tidiness of front desk area and
FO area
 Plan for departmental training, ensure all trainings are carried out for all guest relation
terms, members and the training administration is done properly.
 Ensure all new DSA team members receive adequate training as stated on the standard
training procedure.
 Conduct departments shift briefing. Monthly meeting, and complete submission of
monthly meeting to HR
 To be knowledge and always strive to achieve the brand standards at all times.
 Knowledge about the hotel policy, product knowledge, event or any special promotion
on going, provide a courteous and professional service at all times.
 Compile and monitor department work schedule and assist FOM in administration of the
department.
 Innovate and active in searching in developing a new idea to smooth the operation or
develop self through reading, seminar and experiencing life style.
 Control the operational policies and procedures is followed by all teams accordingly.
 Recognize Honors, members and frequent stays, as well as familiar with the loyalty
programs.
 To give recommendations of restaurants, tours, and outside activities by recommending
the venue or the company that has been approved by the management only.
 Ensure all guest service team members are presentable, well groomed
 Fully conversant with all health and safety , fire and emergency procedures.
 Assist FOM in preparing P&L and report and budgeting.

Dilum Rathnayaka
 Eskala Hotel Ngwe Saung January 2017 — December 2017
Front office Supervisor

Duties and Responsibilities as a Supervisor

● Always greet in a friendly and professional manner according to Eskala Hotel’s Standard
● Answer the phone in a timely and professional manner
● Perform accurate check in and check out
● Process guest charge vouchers credit card vouchers
● Listen to guest’s complaints or concern and resolving their issue in a timely manner
● Monitor the current status of coupon, discount, and other promotional programs
● Tracks room revenue, occupancy percentages, and other statistics
● Verify revenue from all sources is accurate balance, follow up on any discrepancies
● Post any transactions needed
● Perform end of the day producers
• Issue room keys or cards to guests and ensure that they are returned when they check out
● Produce daily reports for departments and department head
● Compiled and run statistical reports for all departments and transfer information.
● Learn all fire and emergency producer for handling, ensuring safety and participate in an
evacuation if necessary
● Keep work area need and tidy

Eskala Hotel Negwe Saung 2015 — 2016

Senior Receptionist
Hudhuran Fushi is a four star hotel with 197 rooms and Seven Food and Beverage Outlets

Eskala Hotel Ngwe Saung 2014-2015

Junior Receptionist

Junction Hotel Nay Pyi Taw

Junior Receptionist 2013-2014

Dilum Rathnayaka
QUALIFICATIONS

EDUCATION
 B.Sc (I.C)
 Dip; Business Law

COMPUTER EXPERTISE
• MS Office Suite
• MIT System
• OPERA System

REFERENCES
Mr. Nuwan Rathnayaka
Head of Hospitality,
Shwe Taung Development Co. Ltd 
Ahlone Tower , Strand Road 
River view Garden Housing ,
Ahlone Townships ,Yangon , Myanmar 
T: +95 1 2314567: M: +95 9420279584 E:nuwan@youreskala.com,  
W:  www.shwetaunggroup.com,     www.youreskala.com,