Profissional

Guest Service Manager
Sep 2015 – Current
Hampton By Hilton Oxford
Hilton Worldwide
Responsible for all front of house staff (day & nights). Take control and responsibility for the smooth and efficient operation of the operational departments (reception/reservations/F&B/Hsk), ensuring facilities are maintained to the standards required and the departmental budgeted profitability is achieved. Handle enquiries and bookings and take the appropriate follow up. Responsible for individual reservations. Train staff on front desk. Responsible for weekly rotas and payroll timesheets. F&B stock control. Handle invoice requests. Verify and record daily/monthly sales and cash on OnQ PMS software. Governing all hotel floats (bar, reception 1 & 2), main safe and petty cash.

Front Office Supervisor
Jan 2014 – Aug 2015
Mercure Eastgate Hotel – Oxford
Accor Hotels
Contribute to guests permanent satisfaction by providing high quality services throughout their stay; Helps meet the department's quantitative and qualitative targets; Accounts cash daily banking; Staff training; Conveys the hotel image; Informs guests about the formalities, any special conditions relating to their stay and the services available; Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the front desk team; Promotes the brand and/or Group loyalty program, adapting the sales pitch to suit the guest's needs; Respects the procedures governing invoicing and cash operations; Knows and applies the hotel's security regulations (in case of fire etc);Ensures the safety of people and property.

Front Office Team Member
Aug 2013 – Dec 2013
Mercure Eastgate Hotel – Oxford
Accor Hotels
Welcome guests as soon as they arrive with due care and attention; Helps encourage customer loyalty by developing friendly and personalized relationships; Handles any guest complaints and/or remarks, providing a response as soon as possible; Carries out all operations concerning guest arrival and departure in compliance with internal procedures; Handle phone calls and reservations; Ensures that all guest documentation is up-to-date and available.

Front Office Team Member
Mandatory Internship
Pestana Hotels & Resorts – Luxury Historic Pousada, Tavira
Welcome guests as soon as they arrive with due care and attention; Preparation of all departures and arrivals on a daily basis; Billings; Reservations; Complaint handling; giving several information about Tavira.

Corporate Customer Care Assistant – Back Office
Dec 2002 – Apr 2012
PT – Portugal Telecom, Lisbon
Ensure the process of filling orders, including activation and deactivation of services marketed by the company, operational management of customer information in their database.