Online reputation for 4 hotels (2 hotels: 4*Superior & 1 hotel 5*Grand Luxe, 1 hotel 3*, also, 3 Michelin starred restaurants. 1 gourmet tapas restaurant held by Michelin starred chef).CRM: ReviewPro-Zoho-Hotels Quality.OTA's: Tripadvisor, Booking.com, Hotels.com, Small Luxury Hotels, Trivago, eDreams, Hotelbeds.Claims/complaints/guest suggestions.Quality reports.Press release.Led process on problem-solving efforts to create standard procedures for the front desk team.Built client relationships by responding to inquiries, identifying, and assessing clients' needs, resolving problems/and following up before check-in and check-out.

Having years of experience at congresses hotels, during events there is always something missing, offering last minute services was important: Fast/easy way to solve, “Those last-minute important details/inconveniences before/during event".Managed 1400 event's assistants.Hostess, assistants, coordinators.Helpers staff.Leisure experiences."All in one service"Contact with clients to sort needs.Invoicing.Follow up during-after event.Hiring staff.Staff´s schedule.Payroll.

International events held in Lisbon, Portugal

Online reputation for 4 hotels (2 hotels: 4*Superior & 1 hotel 5*Grand Luxe, 1 hotel 3*, also, 2 Michelin starred restaurants. 1 gourmet tapas restaurant held by Michelin starred chef).CRM: ReviewPro-Zoho-Hotels Quality.OTA: Tripadvisor, Booking.com, Hotels.com, Small Luxury Hotels, Trivago, eDreams, Hotelbeds.Claims/complaints/guest suggestions.Quality reports.Press release.Led process on problem-solving efforts to create standard procedures for the front desk team.Built client relationships by responding to inquiries, identifying, assessing clients' needs, resolving problems/following up before check in-check out.

Top 10 customer satisfaction results-region.Employee best place to work scores-region during 3 consecutive years.Pioneer hotel-region in achieving quality service certificate: SICTED, encouraging other hotels to do so.Award-winning hotel at ADEG for achieving during 5 years consecutive, EMAS certificate.Became hotel-school for training best practices to future departments Managers from other hotels.Train new team members with correct procedures, company standards for all areas of operations.The organization, planning, shooting for a corporate training video, stating service standards for job position. Implementation of standards for ISO1004, EMAS, SICTED Train staff so HSE measures are implemented/understood at all levels.Organize work teams in close collaboration with heads of Departments.Assure improvement in working conditions.Organization of annual/biannual results conference with Management and 150 employees.Supervise team in achieving standards.Helping to resolve issues arising during shifts.Built long-term and ensure loyal customer relations, by providing top-notch service and professional guest service experiences.Analyze customer feedback and provide action plans to continuously improve quality assurance rating.

Ensure and provide flawless, upscale, professional, 5 stars class guest service experiences.Analyze customer feedback, provide strategic plans to continuously improve quality assurance rating.Respond to guest's needs and anticipate unstated ones, before/during the stay.Satisfaction follow up emails/calls.Follow Meliá International's standards/procedures at all departments, to minimize errors and maximize customer satisfaction.Ensure a good work climate and constant improvement in working conditions.Collaborate with departments to coordinate solutions and retain guest satisfaction.Restructure lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.Establish internal databases and record management systems to enhance the accuracy and integrity of all documentation and data.Supervise a team of 15 front desk agents and helped to resolve issues arising during shifts.Train new employees, demonstrating best methods for serving clients and guests.