Thakshila Galappaththy ,FCHSGA, MBA ,MAIR (Colombo)

As the Hotel Manager for the Nuwa ultra-luxury Hotel at City of Dreams Sri Lanka, operated by Melco Resorts and Entertainment, I hold comprehensive P&L and operational oversight for the entire hotel while deputising for the Director of Hospitality. In this capacity, I provide the strategic leadership and direction for a diverse team of 600+ staff members hospitality sector. My core mandate is orchestrating flawless, world-class guest experiences, seamlessly synchronizing all hotel operations with the premium hospitality services of the casino facility. I am dedicated to driving profitability and elevating the market position by upholding the unparalleled service standards synonymous with the Melco brand.

Hotel General Management & Strategic Execution · Strategic Profitability & Goals: Charged with achieving the organization's overarching strategic objectives and financial targets, translating high-level plans into actionable operational strategies for Club Hotel Dolphin. · Comprehensive Operational Leadership: Orchestrating all facets of hotel operations to ensure seamless alignment with the vision, brand standards, and strategic direction established by ownership and corporate leadership. · High-Performance Team Development: Fostering a culture of excellence by mentoring, motivating, and empowering hotel teams to consistently surpass service standards and achieve peak operational productivity. · Quality Assurance & Process Optimization: Continuously evaluating and refining service quality, workflows, and guest experiences to maintain the highest standards of efficiency and satisfaction. · Policy & Brand Integrity: Ensuring the consistent and flawless implementation of all Club Hotel Dolphin procedures and policies to uphold brand identity and asset value across all departments.

Restaurant Leadership & Management · Business Growth & Strategy: Architecting and executing comprehensive restaurant marketing strategies and data-driven menu development to boost brand visibility, drive revenue growth, and enhance profitability. · Talent & Team Development: Spearheading full-cycle recruitment, hiring, and onboarding processes. Fostering a culture of excellence through continuous training, professional development, and performance management to build and retain high-performing teams. · Operational Excellence & Quality Control: Directing daily operations with a sharp focus on maintaining impeccable food quality, consistency, and safety standards to ensure superior guest satisfaction and operational efficiency. · Guest Experience & Relations: Championing the guest journey by creating a welcoming atmosphere, personally greeting and engaging with patrons, and proactively addressing feedback to cultivate loyalty and positive reviews.

· Department Leadership: Strategically directed and oversaw all aspects of the Catering Department, with dotted-line responsibility for the Banquet Department, ensuring seamless collaboration and service excellence. · Financial Performance & Growth: Drove profitability by consistently maximizing revenue, exceeding budgeted targets, and developing/implementing innovative strategies to capture new business and increase market share. · Operational Excellence: Maintained and elevated standards for high-quality products and service levels, implementing rigorous processes to ensure consistent, profitable operations. · Client Relationship Management: Served as the primary liaison between clients and operational departments, meticulously orchestrating event details to ensure flawless execution, foster client loyalty, and generate repeat business.

Strategic Business Development & Commercial Leadership · Leisure Sector Strategy: Spearheaded the development and execution of a comprehensive business development plan for the group's leisure sector, driving market penetration and sustainable growth. · Corporate Brand Transformation: Led the execution of a corporate-wide rebranding enterprise, successfully repositioning the group's identity to enhance market positioning and brand equity. · Revenue & Marketing Optimization: Directed Marketing and Revenue Management operations, implementing strategic pricing, promotional strategies, and channel management to ensure profit maximization. · Portfolio Performance Management: Managed hotel occupancy levels through targeted special promotions and strategic contractual agreements, optimizing revenue per available room (RevPAR) and overall yield. · Product Development & Standards: Oversaw the maintenance and continuous upgrading of the hospitality product, providing strategic feedback to ensure a competitive and high-quality guest experience. · New Market Expansion: Pioneered the launch and inauguration of the group's new Inbound Travel division, establishing a new revenue stream and expanding market reach.

Leadership Development & Strategic Acquisitions · Mastery of Hotel Operations: Engaged in a rigorous executive training program, gaining mastery in core hotel functions with specialized rotations in Rooms Division and Revenue Management. · Strategic Revenue Optimization: Applied advanced revenue management principles, contributing to pricing strategies and demand analysis to maximize profitability and market share. · Front-Line Leadership Excellence: Directed key aspects of front office and guest services operations, honing skills in team leadership, guest recovery, and procedural efficiency. · Contributing to Strategic Vision: Supported senior leadership in long-term strategic planning initiatives, analyzing market trends and assisting in the development of actionable business plans.

· Strategy & Revenue: Drove C&C revenue by creating innovative marketing strategies and proactively capturing high-value events. · Financial Control: Owned the departmental P&L, meticulously preparing budgets and controlling expenses to exceed profitability targets. · Client Acquisition: Built lasting rapport with key corporates and aggressively pursued new sales leads to build a dominant market presence. · Flawless Execution: Guaranteed the successful execution of all events through meticulous planning, menu innovation, and rigorous quality control. · Team Building: Led, recruited, and developed a top-tier C&C team, fostering a culture of professionalism and high performance.

· Team Leadership & Development: Successfully recruited, trained, and mentored a dynamic Guest Relations team at Sri Lanka's most prestigious heritage hotel, fostering a culture of service excellence and high performance. · Driving Profitability & Targets: Strategically led the front office team to consistently achieve and exceed service, revenue, and occupancy targets, directly contributing to the hotel's profitability. · Comprehensive Operational Oversight: Held full accountability for key guest-facing departments including Front Desk, Concierge, Telephone Exchange, Business Center, and Valet Parking, ensuring seamless and impeccable service standards. · Prestigious Event Management: Expertly orchestrated high-profile events, including foreign wedding receptions, ensuring flawless execution that upheld the hotel's venerated reputation.

My foundation in hospitality was forged over seven formative years at the renowned Mount Lavinia Hotel, where I began my journey as a Trainee Receptionist in 2001. Through dedication and a commitment to excellence, I steadily advanced through increasingly responsible roles, gaining a comprehensive, ground-level understanding of hotel operations and guest service that has informed my entire career.

· Operational Immersion: Successfully graduated from an intensive, rotational management training program designed to provide a holistic understanding of hospitality operations and leadership. · Cross-Functional Expertise: Developed practical skills and procedural knowledge across all major departments, including Front Office, Housekeeping, F&B Service, and Kitchen Operations. · Strategic Contribution: Supported department heads in daily management tasks and strategic projects, gaining direct insight into profit & loss drivers, staff motivation, and service quality standards.

Internships

Trans Asia Hotel Internship

This advanced program at the prestigious University of Colombo provided a deep, analytical understanding of global geopolitical dynamics, diplomatic strategies, and international political economy. My studies were centered on developing expert-level skills in strategic analysis, cross-cultural communication, and complex problem-solving, with a focus on the evolving role of Asia in global affairs. This academic foundation is instrumental in my approach to leadership, enabling me to navigate complex, multicultural environments and contribute to organizational strategy on a global scale.

This rigorous MBA program provided a strategic framework for navigating the complexities of the global marketplace. The curriculum deepened my expertise in international trade dynamics, cross-cultural management, and global strategic marketing. This advanced qualification has equipped me with the analytical tools and leadership perspective to drive sustainable growth, optimize P&L performance, and lead diverse, multinational teams in achieving competitive advantage on a global scale.

Management Diploma (Specialized in Front Office Operations) Successfully completed an intensive,specialized management program at the renowned Ceylon Hotel School and School of Tourism. This comprehensive training included advanced and intermediate-level coursework, providing a masterful grounding in the critical principles of front office operations, guest service excellence, and hotel administration. This diploma solidified the expert technical foundation upon which my hospitality career has been built.

· Successfully completed a comprehensive trainer accreditation program, equipping me with advanced instructional techniques and curriculum development skills. · Certified to deliver high-impact training sessions, fostering professional growth and operational excellence within hospitality teams. · This qualification enables me to effectively mentor and upskill staff, directly enhancing service standards and organizational performance.