Laïs Furtado Email & Phone Number

Paris, Fr

Paris, Île-De-France, France

Paris, Ilha De França, França

Atlanta, Georgia, United States

Dedicated customer service provided in English, Spanish, and Portuguese for 6 Enterprise accounts based in NA and LATAM regions;Focus on the post-sales lifecycle and making sure the customer journey is smooth and successful: Onboarding, product demonstrations, assistance with event setup, dry runs, and post-event review; Mediation between client and product team and contribution to product design and development.

São Paulo Area, Brazil

- Designed tailor-made and authentic itineraries for UHNWI and HNWI; - Managed an account of 80 travel agencies from the British, North, and Latin American markets; - Delivered an average of 100 trips per year and a conversion rate of 40%; - Created, and executed training programs to improve the team’s performance and technical knowledge;- Participated in FAM trips, research trips, roadshows and fairs;- Managed a team of 2-4 analysts. - Integrated the company’s Internal Communication committee;- Covid-crisis management: safety trip evacuation plans, successful revenue retention, and creation of new products for the domestic market.

São Paulo, São Paulo, Brazil

- Assisted three travel managers while being trained and prepared to step up within a year;- Daily tasks included the sketch of trip itineraries, logistics validation, service quotes, with an impeccable customer experience and attention to detail;- Participated in the product team project on updating the company's destinations database and on creating an Axus Travel App library; - Supervised the intern's side-projects and helped with training; - Lead the pocket training project, a weekly 15' training session with directors and managers to discuss about the most frequent doubts on destinations and travel planning.

São Paulo Area, Brazil

Pre-opening and opening team member; - Integrated the pre-opening and opening team, being responsible for creating the Standard Operational - Procedures (SOPs) for the housekeeping and laundry departments; - Managed a team of 5 room attendants by guiding and overseeing their performance, guaranteeing established cleanliness, and quality standards during shifts; - Intermediated any direct contact with guests, special requests, and complaint resolution; - Designed and implemented training for the operational staff on SOPs, Leading Quality Assurance, Leading Hotels of the World standards, general understanding of the luxury market, and English as a second language;- Acted as Manager on Duty for the Housekeeping department semiweekly, leading a team of 15 employees.

Cidade De Nova Iorque E Região, Estados Unidos

- Co-created and led the training implementation of Standard Operating Procedures (SOPs) for the Front Office department;- Created and implemented a Leading Quality Assurance training for the housekeeping staff;- Worked on scheduling, payroll, and productivity report analysis for the housekeeping and front office departments; - Supervised the housekeeping turndown service;- Tutored interns and new hires;- Analyzed and synthesized the Guest Experience Index data to enhance client satisfaction and promote efficient training to the team;- Obtained the title of Upselling Champion having reached the milestone of USD 5,000.00/month increment in room revenue; - Integrated the Green Committee for Sustainable Alternatives.

São Paulo E Região, Brasil

- Operations internship with rotation between front office (front desk, concierge, guest relations) and housekeeping departments Housekeeping: room inspection, in charge of supervising laundry services and employees uniforms, and doing inventory. Front Office: check-in, check-out, pre-arrival duties for long stay and VIP guests (communication, amenities purchase, and room setup)- Member of the Spirit to SERVE committee

São Luís E Região, Brasil

Bachelor Of Arts In Hospitality Service, Sustainable Development In Tourism

Activities and Societies: He for She UN Women Campaign Member and reporter for the Glion Insider Magazine

Master'S Degree, Hospitality And Recreation Marketing Operations

Dissertação: Hospitalidade, turismo e laços sociais como alívio à pobreza: uma análise das relações na comunidade do Atins, MA

Bachelor'S Degree, Hospitality Administration/Management

Trancada, Hotelaria, 9,2

Campeã da I e II Competição de Resolução de Casos em Hotelaria da Universidade Federal do Maranhão