Nilukshi Perera Wijesinghe Jayalathkodi Arachchige
Edmonton
Summary
A highly motivated and reliable professional with over 10 years of experience in restaurant operations, hospitality management, office administration, and customer service. Proven ability to manage front-of-house operations while handling administrative responsibilities such as scheduling, documentation, reporting, and client communication. Highly organized, adaptable, and capable of balancing hands-on service work with office and administrative duties in fast-paced environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Front of House Manager
Boston Pizza
04.2024 - 06.2024
- Supervised front-of-house operations to ensure smooth service and high guest satisfaction
- Managed staff schedules, attendance records, and performance documentation
- Handled guest concerns professionally and maintained service records
- Completed daily administrative reports, inventory logs, and cash summaries
- Led front-of-house operations, ensuring exceptional customer service and satisfaction.
- Trained and mentored staff on best practices in service delivery and guest engagement.
- Coordinated special events, enhancing guest experiences through tailored service solutions.
- Resolved guests complaints while maintaining positive customer environment.
- Acted as the main point of contact for guest inquiries, addressing concerns promptly and professionally while maintaining a positive rapport with clientele.
Head Waitress
La Scogliera Italian Cuisine
03.2022 - 03.2024
- Led and supported service staff during high-volume shifts
- Assisted with reservations, scheduling, and daily sales documentation
- Maintained customer feedback and service quality records
- Coordinated with kitchen and management for efficient service delivery
- Supervised dining room operations, ensuring exceptional service and guest satisfaction.
- Trained and mentored new waitstaff to uphold restaurant standards.
- Coordinated communication between kitchen and front-of-house staff for seamless service.
Director / Shareholder
Kinagahapitiya Super (Pvt) Ltd.
08.2018 - 10.2021
- Oversaw office administration, documentation, and operational coordination
- Managed internal systems, records, and reporting
- Supported staff management and business operations
Branch Manager
2nd Chance Travels (PVT) Ltd.
01.2014 - 10.2021
- Managed branch operations including office administration and customer service
- Prepared reports, handled documentation, and maintained client databases
- Supervised staff scheduling, training, and performance reviews
- Built strong client relationships while achieving sales targets
- (IATA Reg. No. 07301910)
- Led branch operations to enhance customer service and satisfaction.
- Developed and implemented strategic marketing initiatives to increase client engagement.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
Ticketing Manager
2nd Chance Travels (PVT) Ltd.
11.2012 - 12.2013
- Oversaw ticketing operations and administrative accuracy using GDS systems
- Maintained detailed booking records and daily sales documentation
- Trained staff and ensured compliance with airline policies
- Managed ticketing operations, ensuring seamless customer service and accurate bookings.
- Developed pricing strategies to maximize revenue and optimize inventory management.
- Streamlined ticket sales processes, reducing response times and improving customer satisfaction rates.
- Mentored junior staff, fostering skills development and promoting a culture of continuous improvement.
- Collaborated with finance to check accuracy of reporting against money received and correct practices of recording in event ledger, managing movement of cash to and from box office.
Education
Travel Services Specialization Diploma - Tourism Services Management
Seneca College
Ontario, Canada01.2023
Diploma - Aviation
International Airline Ticketing Academy
Sri Lanka03-2012
Skills
- Front-of-House & Restaurant Operations
- Office Administration & Coordination
- Customer Service & Guest Relations
- Staff Scheduling, Rosters & Supervision
- Data Entry, Filing & Record Management
- Cash Handling & Daily Reports
- Email & Telephone Communication
- Inventory Control & Ordering
- MS Office (Word, Excel, Outlook)
- POS Systems & GDS (Amadeus, Sabre)
- Problem Solving & Decision Making
- Time Management & Multitasking
- Guest relations
- Conflict resolution
- Staff management
- Hiring
- POS system operations
- Staff supervision
- Quality control
- Purchasing review
- Team leadership
- Customer service
- Reliable and responsible
Languages
English
Full Professional
Certification
- ProServe Certificate – 2024
- Smart Serve Ontario – 2022
- TICO Travel Counsellor Certification – 2022
- Amadeus GR-eMS & Sabre GDS Certifications
- Diploma in Travel & Tourism – 2012
Timeline
Front of House Manager
Boston Pizza
04.2024 - 06.2024
Head Waitress
La Scogliera Italian Cuisine
03.2022 - 03.2024
Director / Shareholder
Kinagahapitiya Super (Pvt) Ltd.
08.2018 - 10.2021
Branch Manager
2nd Chance Travels (PVT) Ltd.
01.2014 - 10.2021
Ticketing Manager
2nd Chance Travels (PVT) Ltd.
11.2012 - 12.2013
Travel Services Specialization Diploma - Tourism Services Management
Seneca College
Diploma - Aviation
International Airline Ticketing Academy
ADMINISTRATION & OPERATIONS HIGHLIGHTS
- Managed daily administrative and operational tasks
- Prepared reports, schedules, shift logs, and documentation
- Maintained accurate staff, sales, inventory, and customer records
- Handled emails, phone inquiries, reservations, and correspondence
- Coordinated staff rosters, attendance, and leave records
- Supported management with office coordination and internal communication
- Ensured compliance with company policies and service standards