Dilukshi Anthony

• Coach and oversee night audit staff, verifying account balances.
• Ensure adherence to hotel policies during check-in, check-out, and cashiering.
• Address guest complaints, disturbances, and special requests, and communicate actions taken to all departments to ensure satisfaction.
• Resolve inventory, room, and payment discrepancies.
• Manage group reservations, payments, and travel agent commissions.
• Assist in implementing policies and standard operating procedures.
• Conduct training, provide evaluations, and offer feedback to management.

Accomplishments

• Developed a comprehensive night audit procedure, detailing policies and procedures for all possible activities during a night shift.

• Managed daily front-line operations and oversaw patient care across various areas: Channeling, Information & Registration, Admission, Corporate, Cosmetic, Cardiac, Radiology counters, and the Call Centre.
• Supervised a team of 60 employees, handling recruitment, training, career planning, grievance resolution, performance reviews, annual appraisals, and staff profiling using a Skills Matrix.
• Addressed patients' concerns and complaints, providing immediate solutions through coordination with relevant departments.
• Provided management with patient statistics and reports, representing the Customer Care department in management meetings.
• Monitored and addressed inquiries and complaints on social media within the allocated time frame.

Accomplishments

• Introduced an extrinsic reward system to boost employee motivation, complemented by a skills matrix for identifying and addressing training needs.
• Played a pivotal role in developing the Complaint Management System.
• Conducted cross-training to enhance customer service within the nursing staff.
• Developed customer satisfaction surveys for the Pharmacy & Outpatient department.
• Created comprehensive job descriptions for Call Center Agents, Customer Relations Officers, Supervisors, and Executives.

• Supervised, trained, and assisted the front office team to ensure professional and friendly customer service.
• Addressed guests’ inquiries, requests, concerns, and complaints.
• Developed standard operating procedures (SOPs), training materials, and checklists.
• Reviewed daily reservations, amendments, and cancellations.
• Served as Hotel Manager on Duty once a week.
• Managed administrative tasks in the front office, including staff recruitment.

Awards received at Bandos Maldives

• Best Associate of the month “Guest Pick Winner” - November 2015.
• Best Associate of the month nominee - July 2014, January 2015, October 2015.