Fernando Eduardo Da Silva Email & Phone Number

Fernando De Noronha, Pernambuco, Brasil

Provide personalized Bilingual (pt-en) service;Greet guests at the front desk; Check guests in and out; Answer guests questions; Recommend activities and restaurants; Store luggage; Answer the telephone and forward calls; Make reservations over the phone; Arrange transportation for guests; Maintain guest records; Handle customer complaints and requests.

Rio De Janeiro

I taught personalized language classes for students of different ages and knowledge, by adapting classes to the students' pace and needs; Developed and enhanced students' reading, writing, speaking and listening skills; Guided, encouraged and helped students develop interest and self-confidence to practice the new language.

Rio De Janeiro, Brazil

Provided Bilingual(pt-en) assistance in person or via phone to Customers and Partners with directions, questions, suggestions, complaints, conflict management, etc...;Located as the number one channel in which customers personally came or were referred by organic and non-organic employees to express any type of opinion, but mainly, complaints pertinent to the Mall;Managed, calmed down and pacified, all customers who, in moments of great tension, expressed negative emotions due to dissatisfaction with the Mall's services, being empathetic and authentic;Provided spot-on Helpdesk on issues related to Technology, assisting on how to connect and use the Wi-Fi, the Mall app, download and managing driving apps on the phone, apply discount coupons through the Mall app and activation of Drawings.Ensured the precision and synchrony of dialogue with all Omnichannel services(Website/Contact Us, WhatsApp, E-mail, Telephone, Social Networks and In-person);Maintained direct communication with the Administration, Departament Managers, Superintendent and Mall Administrator - always being up to date with Circulars/Normatives/Training, etc, offering correct information to be shared with Customers, Retailers and Partners;Filled in spreadsheets to control and measure a variety of indexes, for better understanding and meeting the needs of our Customers;Requested support from departments such as Housekeeping, Maintenance and IT to solve incidents and other immediate needs surrounding the Mall;Managed the Lost and Found department according to procedures provided by the Managers and the Mall Administrator.Covered holidays for the Mall Administration Reception;Assisted immediate superior in functions related to Customer Service during vacation periods of an Assistant or department Manager.

Rio De Janeiro, Brazil

Made decisions in situations of high demand or problems involving guests;Ensured that all tasks of the Night Audit team were being carried out correctly by the Night Auditors and within the stipulated time period;Monitored internal movements through CCTV;Walked throughout the property on night patrols, reporting whatever was necessary (in terms of infrastructure, security and atypical behavior of guests and employees) to the Reception Manager and the Operations Manager;Closely monitored PM's that needed to be closed and if necessary, spoke with the Reception Manager to find the best way to deal with the outstanding balance;I double-checked chargebacks and complimentary services made and offered by the Reception throughout the day, paying attention to detailed justifications, signatures and making sure if there was a need for attached and signed tax coupons;Acted as support for Night Auditors to complete tasks;Guaranteed that all people accessing the apartments were duly registered in advance as guests;Maintained contact with other departments and their members, seeking the integration of early morning employees and passing on information and special guests requests for better shift flow;I had full knowledge and mastery of duties linked to Reception, Night Audit and Front Office, to be a reference in supporting atypical situations and team training;Trained new team members;Monitored check-ins and check-outs, with special attention to VIP and Regular guests;Identified and developed new talents for the team.

Rio De Janeiro, Brazil

Responded and made decisions for the operation of the Reception and Hotel in situations where the Reception Manager or General Manager were absent;Transmitted knowledge of Opera System to the team of receptionists;Shared profiles, personalities preferences and details of guests with the team in order to custumize the service;Trained new team members;Welcomed guests and passers-by, meeting their needs in a friendly and pleasant manner;Ensured that the shift checklist was being followed correctly by the Auditors;Presented the preshift meeting in the morning, shared pending issues and transmitted any incidents since the beginning of the night shift;I would assingn rooms for the today's arrivals and the next.

Rio De Janeiro, Brasil

I welcomed guests and passers-by, meeting their demands in a friendly and pleasant way; Answered the phone until the 3rd ring, respecting the company's service standards and always addressed guests by name; Performed check-ins and check-outs following procedures and quality rules stipulated by the company; Checked and responded to e-mails from Reception and Night Audit; I was prepared and willing to meet guests' demands through material, by use of visual and non-visual resources to fully meet their expectations during their stay at the hotel; Contributed to keeping the work environment clean and organized; Informed Housekeeping and Room Service/Minibar about check-outs during its course, so that the apartment would be imediatly cleaned and minibar checked; I made room reservations for walk-ins or over the phone in the absence of the Reservations Department.

Rio De Janeiro, Brazil

I assisted guests and VIP clients since their arrival to their departure from the hotel, ensuring maximum satisfaction and effectively promoting the Hotel's services; I scorted and introduced guests to the hotel's apartments and facilities; Managed guest complaints and dissatisfaction since the start, aiming to provide a general outline of the problem as quickly as possible and until guest satisfaction; Supervised and released rooms with the Governance team, with special attention to details of housekeeping and preferences (requested or not by guests), and set up themed rooms and VIP branding; Provided support with information regarding tourist attractions in the mediations by preparing activity plans; Offered all types of support to guests with agility, patience and proactivity.

Rio De Janeiro, Brazil

I answered internal and external telephone calls following Company standards and meeting guests requests and expectations.

Nova Iguaçu, Rio De Janeiro, Brazil

I actively taught in class English at the Nova Iguaçu, Posse and Mangaratiba Schools, according to the methodology proposed by the School;I prepared classes and varied activities that contributed to the student's improvement and development in the language, by correcting tasks and helping with one-on-one tutoring classes for less effective learning students;I monitored the student's individual performance, ensuring the effectiveness of the learning process.

Rio De Janeiro, Brazil

Provided bilingual customer service at the Fasano Hotel Business Center;Received requests for use of event rooms and forwarded them to the Hotel Events Department;Elaborated quotes for services offered at the Business Center;Filled out spreadsheets;Performed printing, copying and scanning services;Assisted guests on how to use computer equipment and access the Internet;Transferred media, such as downloading photos and music files to portable devices;Provided support for the events area;Informed and scorted guests on the location of event rooms;Assisted the sales department of the outsourced service provider company;Issued billing orders, debit and consumption notes and forwarded them to Reception, which charged the amount to guests' and passers-by's accounts;

Nova Iguaçu, Rio De Janeiro, Brazil

Served customers in a friendly and efficient manner;Prepared food according to company standards;Maintained the cleanliness and organization of the workplace;Operated the cash register, prepared snacks, French fries, drinks, desserts, etc.;Cleaned and sanitized equipment (ice cream machine, stove, boiler, fryers, griddle, etc.), floors, chairs, tables and facilities in the cafeteria and surrounding areas;Assisted in receiving merchandise and organizing inventory (cold storage).