DILUM UPEKKA
MIDEMULLA KANKANAMALAGE
CONTACT
dilumupekkha@ymail.com
+97 150 4983811
Dubai, United Arab Emirates
EXPERTISE
 Problem-solving & decision maker
 Leadership & Management.
 Time management.
 Emotional Intelligence.
 Organization Analytical.
 Customer Service & support.
 Work under pressure.
 Team Player.
 People Development.
 Strategic thinker.
To work in a challenging environment wherein talent is recognized.
Enthusiastic & commercial is astute with a strong desire to succeed.
Customer-oriented with excellent interpersonal skills. Ability to work
independently and in a team environment. Well-versed in working in
a multicultural organization. Ability to work to deadlines, and achieve
objectives with attention to detail.
WORK EXPERIENCE
GROUP ASSISTANT SALES MANAGER 2023
MICE & LEISURE.
Royal M Hotels & Resorts – Abu Dubai, UAE
 Handled Sales inquiries for MICE & Leisure groups for Royal M
Abu Dhabi, Royal M Fujairah and Royal M Al Aqah hotels.
 Responsible for planning, soliciting, booking and coordinating the
resort's Domestic and International FIT Wholesale, Tour & Travel
Industry Sales to meet annual revenue and profit goals.
 Develop a sales strategy and plan by analyzing historical, current
and future hotel/market trends.
 Create selling strategies to capture the maximum amount of
revenue.
 Solicit new business opportunities from international operators,
travel agents and wholesalers through sound business practices.
 Prospect from various sources to expand account base.
 Nurture to maintain existing client relationships to ensure repeat
business.
 Demonstrate professional presentation skills at Industry Trade
Shows, Sales Events and Networking functions.
 Travel to conduct domestic and international sales calls as
indicated by the annual Sales Travel Plan and report on each trip
via pre and post travel reports.
 Organize and participate in meet and greet for familiarization trips
for clients and agents.
 Entertain domestic and international clients and conduct site
inspections.
 Communicate all client information to the appropriate departments
via site visit notification forms and conduct pre-arrival internal
meetings when necessary.
 Prepare weekly or monthly activity and production reports for the
Director of Sales.
 Assist in pricing decisions and the development of the annual
budget for assigned segment(s).
 Research to modify existing or develop new wholesale
contracts as needed based on hotel and/or market conditions.
 following countries Bulgaria, Croatia, Romania, Serbia, Hungary,
Slovenia, Slovakia, Poland, Czech Republic, Estonia, Latvia, and
Lithuania.
EDUCATION HISTORY
Prepare company contracts for the hotel in accordance with
Completed UNIVERSITY DIPLOMA current business and pricing conditions.
IN AVIATION GROUND
Prepare leisure group's program, recommends high-end and VIP
HANDLING-
Tourist products for tourists.
2012 - 2015 conducted by Emirates
Development and implementation of hospitality plans and tourism
Group Security and Edith Cowan
University- Australia. attractions for high-end groups and private events.
Handled special group series with various tour Operators/Agents
Passed one subject at G.C.E (A/L) from the Eastern Europe market.
examination i n1993. Involved in negotiating rates for leisure groups, Incentive groups,
Passed all subjects at G.C.E (O/L) and events with various hotels, and suppliers across the region.
examination in1990. Maintain statistics for Management information for groups and
events operation.

CERTIFICATIONS

ASSISTANT MANAGER
2023 LEISURE GROUPS -
EASTERN EUROPE MARKET.
Royal Park & Royal Gulf
Tourism LLC - Dubai, UAE
Handles leisure group inquiries
directly with agents from the

PROBLEM SOLVING
& DECISION-
MAKING - 2009.
Classroom-based
courses organized by
Emirates aviation
college Dubai, UAE.

DUBAI
SUPERVISORY TOUR
LEADERSHIP GUIDING
LICENSE
ESSENTIALS - 2009.
2013 –
Classroom-based
Issued
courses organized by
Authority
Emirates aviation
-
college Dubai, UAE.
Departme
nt of
Tourism and Commerce TOURS & TRAVELS 2021 - 2022

Marketing (DTCM) CONSULTANT

Dubai, UAE.

Holding the “DUBAI

EXPERT”-2020.
Certificate in
recognition of
dedication and
commitment to
becoming a Dubai
expert. Issued from the
Department of Tourism
and commerce
marketing (DTCM)
Dubai, UAE.

LEISURE GROUPS
Desert Adventures Tourism – Dubai - U.A.E.
. Maintain a strong customer-centric orientation and excellent
relationships with the preferred stakeholders.
Specialized in handling Israeli market -leisure groups and rest of
the world leisure groups, Incentive groups, and events
Analysis of local market trends and competitor activity to identify
business leads.
Prepare company contracts for the hotel in accordance with
current business and pricing conditions.
Influence and support the business-development business unit to
ensure that all business opportunities are exploited objectively and
effectively.
Recommend, develop, and execute sales and promotional action
plans focused on meeting the market and changing needs of
customers.
Develop plans which are aligned with the company’s revenue and
market.
Cooperate with other departments in the hotel to create an
exceptional Guest experience and build strong, comprehensive
sales programs.
 LEISURE GROUPS/EVENTS SPECIALIST.
Arabian Adventures -Emirates/Dnata Group.
PROBLEM SOLVING & DECISION-
MAKING - 2009.
Classroom-based courses organized
by Emirates aviation college Dubai,
UAE.
SUPERVISORY LEADERSHIP
ESSENTIALS - 2009.
Classroom-based courses organized
by Emirates aviation college Dubai,
UAE.
SENIOR TOURS CONSULTANT.
Arabian Adventures -Emirates/Dnata Group.
DUBAI TOUR GUIDING LICENSE
2013 – Issued Authority-Department
of Tourism and Commerce Marketing
(DTCM) Dubai, UAE.
Holding the “DUBAI EXPERT”-2020.
Certificate in recognition of
dedication and commitment to
becoming a Dubai expert. Issued from
the Department of Tourism and
commerce marketing (DTCM) Dubai,
UAE.
2013 - 2020
Specialized in handling South American Markets (Brazil &
Argentina) and the rest of the world leisure groups,
Incentive groups, and events.
Handled all leisure groups, Incentive groups, and events-
related inquiries, bookings, quotes, etc.
Communicate directly with overseas tour operators/Agents
materializing leisure groups, Incentive groups, and events
request/s. Handled special group series with various tour Operators
and Agents worldwide.
Involved in negotiating rates for leisure groups, Incentive
groups, and events with various hotels, and suppliers across the
region.
Attend Group/s check-ins and Check-outs.
Conduct regular hotel visits and site
inspections.
Maintain statistics for Management information for groups and
events operation.
2006 - 2013
Oversee the performance and productivity of the team and
ensure standards are maintained at all times and the highest
quality of service is provided to our customers.
Responsible for conducting Oasis reservation system training
for all new joiners in the FIT reservation unit.
Allocation of individual tour operator accounts and delegation
of daily work within tour consultants.
Provided required assistance in day-to-day functions and
monitors the daily operation of the team.
Handled special itinerary requests such as Familiarization trips,
AA tailor-made roundtrips, etc.
Efficient and appropriate decision-making in the day-to-
day operational situation.
Ensure services are provided to customers within the agreed
time frame, avoiding any post feedback from clients and Tour
Operators.
Lead the team in providing comprehensive sales support to
customers and maximizing revenue opportunities wherever
possible.
Ensure the team offers suitable alternatives when unable to provide
requested services.
Support the Tours officer by providing the required performance of
the staff and preparing notes for their interim & annual review.
Impart special information, and important messages received
with the team members to smooth operation at all times and
maintain friendly, and professional relationships with team
members.
Coordination with internal/external suppliers directly and
involve negotiating rates and appropriate services for AA clients.
Facilitate issues, and disputes related to
the tour operator accounts and payments.
 PROFESSIONAL
QUALIFICATION (SPORTS)
Completed Level-1 Cricket education
course conducted by the International
Cricket council academy “ICC”
Dubai, UAE-2015.
Completed Level-1 Rugby coaching
course conducted by “World Rugby
Union” Dubai, UAE-2016.
Completed Level-2 Rugby coaching
course conducted by “World Rugby
Union” Dubai, UAE-2017.
Holding PADI Advance open water
diving license.
IT & COMPUTER SKILLS
Advanced user proficiency with computer
MS Office/Email/Zoom/Teams and social
media etc.
LANGUAGES KNOWN
Sinhalese-F l u e n t - Native language.
English - Fluent
German - Studied at Goethe institute Sri
Lanka. (Up to 4th semester.)
TOURS CO-ORDINATOR. 2004 -2005
Net Tours & Travels L.L.C -UAE
Was in charge of the German Tour Operator-
THOMAS COOK/NECKERMANN.
Handled entire ground operation and day-to-day correspondence
directly with the tour operator.
Meet and greet clients at the airport.
Invoicing and follow-up on payments.
Addressed in-resort issues and posted client’s-complaints and
feedback.
Briefed tour guides and drivers.
Provided statistics and management information.
GUEST SERVICE AGENT. 2002 -2003
Oasis Beach Hotel 4* – U.A.E.
Hosted & assisted with VIPs in the “Oasis Privilege Club
Lounge”.
Handled check-in / check-out and reservations on the
Fidelio system.
Handled direct reservation inquiries.
Prepared weekly / monthly statistics and reports for
Management information.
Cashiering at the Front desk.
2001 -2000
TOURS EXECUTIVE.
Travelanka Ltd. - SRI LANKA.
International Markets handled: UNITED KINGDOM,
GERMANY, AUSTRIA, RUSSIA,
Preparation of sales budgets and forecasts for the leisure market
and MICE operation.
Handled statistics for Management information for the leisure
market and MICE operation.
Handled the MICE market, sending attractive packages and
quotations within the stipulated time frame.
Monitoring of day-to-day tour operations in the department.
Addressed in-resort issues and handled post-client complaints and
feedback.
Planned tour itineraries, tour packages, and excursions for seasonal
operations.
Development of tour product library and database.
Forecasted marketing plans to develop and attract new markets.
Maintained mutual relationships with tour operators, travel agents,
hoteliers, and relevant key industry personalities.
Organized Advertising & Promotions program to attract clients to
the destination.
T
H
S
 1998 -2000

1996 -1998

In
O
I.
&
A
M
c
F
m
a
C
o
P
s
In
p
o

1995 -1996
RECEPTIONIST.
Riverina Beach Hotel 4* - SRI LANKA.
Hem Tours (Pvt) Ltd. - SRI LANKA. b
Handled day to day bank reconciliation H
statements. Handled cash register and petty cash K
RECEPTIONIST.
Riverina Beach Hotel 4* - SRI LANKA.

1996 -1998

Handled daily front office/Reception operations, allocation of

rooms, and attending to guest requirements.
Handled check-ins/Check-outs and reservations.
Handle reservation inquiries.
Upselling and handling post-guest complaints.
Handled VIP arrivals.
Assisted guests with the information required about the country,
and booking local tours/excursions.

ACHIEVEMEN
TS.
Won a Najam Merit Award-2011 presented by Emirates Group -
Dubai, United Arab Emirates. "In recognition of handling of a
high-profile group, all VIPs from Brazil, record gross profit on file
AED 91,450.00."
Won a Najam Bronze Award-2018 presented by Emirates Group-
Dubai, United Arab Emirates. “In recognition of Dilum’s effort in
handling a very complex Japanese group attending the World
Skills Events in Abu Dhabi in October 2017.

Won a Najam Bronze Award-2019 presented by Emirates Group-

Dubai, United Arab Emirates. “In recognition of Dilum’s effort to
win back the SN TRAVEL GROUP – UK, “80 Rooms October
2019” after the agent decided to deal with the hotel directly.
However, Dilum managed to bring back the business to the
company, signing the group contract, securing a 10% advanced
deposit, and making the time to travel all the way to Abu Dhabi to
meet the group organizer and develop the business relationship.”