Pranama Jayatissa
New York
Summary
Innovative, sales-driven retail manager with 15+ years of diverse experience in flagship stores. A role model for motivating employees and promoting optimal customer service across all staff teams. Demonstrated strengths in inventory organization and visual merchandising. Led efforts to exceed annual sales forecasts by 12%, and customer satisfaction improvements averaging 24%. Eager to develop and inspire others to surpass company goals on both counts. Motivated professional with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination, and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Overview
12
12
years of professional experience
Work History
Front Office Manager
Crowne Plaza Hotel
Edison
06.2024 - Current
- Managed front desk operations, ensuring seamless check-in/check-out processes
- Supervised and coordinated the activities of front desk staff
- Maintained high levels of customer satisfaction, responding to guest complaints and resolving issues promptly
- Implemented and enforced hotel policies, procedures, and standards
- Coordinated room assignments, room changes, and accommodation requests
- Trained, mentored, and evaluated front desk staff, fostering a positive and productive work environment
- Conducted performance reviews, provided feedback, and implemented corrective actions when necessary
- Developed and implemented staff training programs to enhance skills and knowledge
- Fostered a culture of teamwork, collaboration, and open communication among staff
- Ensured exceptional guest experiences, responding to requests and resolving issues promptly
- Developed and maintained relationships with repeat guests, travel agents, and other key stakeholders
- Coordinated guest services, including concierge services, tour bookings, and transportation arrangements
- Implemented loyalty programs and promotions to enhance guest loyalty and retention
- Conducted guest satisfaction surveys and implemented improvements based on feedback
General Manager
PLS Financial Services
Staten Island
06.2023 - 06.2024
- Maintained exemplary customer service within the store and establishing special business relationships with our customers so they will choose to do business with us rather than our competitors
- Implemented strategies to help meet store goals and objectives
- Controlled the safe with approx
- 400k cash
- Recruited, developed, and motivated store employees who exceed internal and external customer expectations
- Ensured compliance with federal, state, and local regulations
- Established a strong customer service/selling culture to maximize sales
- Supervised CSR activities, including but not limited to transaction processing, maintenance of cash drawers, and cash handling procedures
- Coached and developed assistant managers and shift supervisors in accordance with career development plans set by District Manager
- Conducted marketing within your community to increase market share and store revenues
- Resolved customer complaints to increase customer satisfaction
- Controlled labor hours, cash, store audits, and shrinkage
Corporate Trainer/ PA to GM
DoubleTree by Hilton
Weerawila
07.2022 - 06.2023
- Conducted training sessions
- Trained employees on workplace technologies
- Trained and guided new employees
- Created and reviewed training materials
- Designed training programs
- Developed employee training schedules
- Evaluated program effectiveness through meaningful
- Instructed employee training and onboarding
- Managed training budgets
- Monitored and present employee performance
- Supported and mentored new employees acting as the point of contact between the manager and clients
- Screened and directed phone calls and distribute correspondence
- Handled requests and queries appropriately
- Managed diary and schedule meetings and appointments
- Made travel arrangements
- Took dictation and minutes
- Source office supplies
- Produced reports, presentations and briefs
- Devised and maintained office filing system
Department Manager
McDonald's Corporation
New York City
12.2018 - 06.2022
- Monitored crew performance during shift and overlooked entire overnight operations including receiving deliveries, overseeing the safe and balancing the cash flow
- Motivated, coached and communicated crew to achieve daily business targets
- Planned for each shift to ensure standards, safety and security levels and profitability levels were met
- Held training sessions for team leads and newly hired floor supervisors when needed
- Provided excellent customer service and resolved all customer complaints
- Daily, weekly and monthly Inventory
- Prepared and made adjustments on the schedule for the employees
Assistant Manager
Seven Eleven Inc.
Staten Island
01.2017 - 12.2018
- Provided excellent customer service by greeting each customer as they arrived and answering all inquiries
- Balancing all cash registers and making sure the safe count was accurate
- Entered transactions into the cash register, provided customers with the total, processed payment and bagged merchandise
- Daily Inventory
- Prepared schedule for the employees
- Prepared payroll for every week
Assistant Manager
Crumbs Inc
Staten Island
04.2015 - 01.2017
Assistant Manager
Body Couture Inc
Staten Island
04.2013 - 04.2015
Education
Diploma of Business Management -
College of Staten Island
Staten Island, New York01.2012
Skills
- Problem Solving
- Customer Service
- Communication Skills
- Teamwork
- Adaptability
- Ability to Work Under Pressure
- Leadership
- Communication
- Payroll & Scheduling
- Interpersonal Leadership
- Strategic Thinking
- Conflict Resolution
- Front desk operations
- Guest satisfaction
- Staff training
- Customer relationship management
- Policy enforcement
- Performance evaluation
- Conflict resolution
- Scheduling management
- Inventory control
- Sales strategies
- Loyalty programs
- Conflict management
- Crisis management
- Effective planning
- Multitasking
- Strategic planning
References
- Mark Birtch, McDonald's Corporation, Director of Operations, Markbirtch69@icloud.com, +1508 208 1825
- Simran Malhotra, Hotel Crowne Plaza, General Manager, Malhotrasimran414@yahoo.com, +1908 565 1399
- Basilio Carter, Crumbs Inc, District Manager, Basilio.carter@gmail.com, +1646 267 1804
Languages
- English
- Singhelese
- Hindi
Timeline
Front Office Manager
Crowne Plaza Hotel
06.2024 - Current
General Manager
PLS Financial Services
06.2023 - 06.2024
Corporate Trainer/ PA to GM
DoubleTree by Hilton
07.2022 - 06.2023
Department Manager
McDonald's Corporation
12.2018 - 06.2022
Assistant Manager
Seven Eleven Inc.
01.2017 - 12.2018
Assistant Manager
Crumbs Inc
04.2015 - 01.2017
Assistant Manager
Body Couture Inc
04.2013 - 04.2015
Diploma of Business Management -
College of Staten Island
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