Margarida Trindade, Assoc Cipd Email & Phone Number

Bournemouth, Gb

Bournemouth, Inglaterra, Reino Unido

Bournemouth, Inglaterra, Reino Unido

Bournemouth, England, United Kingdom

Responsible for Human Resources department of 2 hotels: The Mercure Bournemouth Queens Hotel & Spa and Ibis Styles Bournemouth Hotel

Bournemouth, England, United Kingdom

• Responsible for the smooth running of the hotel and ensuring a high level of guest Satisfaction;• Managed a team of 15 employees where I was in charge of employee induction & training;• Hosted guests within events and bar department;• In charge of stock/ liquor order and change order and cashing up;• Managed the Events rota making sure we had enough staff on any given shifts;• Accountable for recruitment for F&B and Nights team;• Supervised all administration side of HR and F&B and managed performance reviews.

Bournemouth, United Kingdom

• Ensured staff on duty followed the correct procedures during their shifts and delegate Tasks to receptionists at the beginning of their shift;• Prepared the duty Schedules;• Ensured that any reservations/ enquires are handled correctly;• Field any customer complaints as necessary and endeavor to resolve to leave Customer satisfied;• Carried out Duty Management shifts as required;• Coached team members in customer skills as required, seek their feedback And offer support;• Took an active role in the interview and selection of team members for Reception;• Responsible for providing appraisal performance and create training plans;• Planed departmental meetings each month and ensured targets were met.

Bournemouth, United Kingdom

• Developed an incentive program to boost Check In Experience scores from 63.99 in the 1st half of the year to 70.77 in the 2nd half of the year of 2019;• Developed a training booklet and trained all associates at the front desk;• Created concierge guides for recommendations to give to guests; this strategy gave us more positive check in experience;• Created a game for our front office team to boost staff motivation and employee retention; this was based on best check in scores from guests which lead to customer satisfaction;• Responded to guest complaints and issues through surveys, phone conversations, and face to face interactions to ensure problem solutions for guest and loyalty retention;• Attended and helped with the recruitment process for Front Desk;• Represented Front Office Department of hotel during one year ad being part of ARC meetings;• Responsible for completing payroll and creating the Front Office schedule each week;• Helped and coached associates to get involved in upgrades/upsells.• Covered Shifts as Manager on Duty/ Crisis Management.

Charleston, South Carolina Area

*Checked Guests in & out using the "perfect check-In tool";*Worked & Trained in PMS system and MARSHA computer software for hotels;* Executed Sold Out Night Strategy;*Performed Guest Services & Customer Care Functions;* Blocked rooms into the specific category, managed rooms inventory;*Delivered guest amenities and room service orders;*Night Audit Leader functions ( completed night audit checklist, closed the day in PMS, run night audit reports and corrected them, reviewed room/rate variance report);*Responsible of creating new drink supplies for our gift shop and increased revenue by 30%.*Cross-training in events operations;*Navigator/Concierge functions

Lisboa E Região, Portugal

• Responsible for check- in´s and Check Out´s• Counted cash-on-hand and verified if all the payments are in order.• Provided information, directions and extra services;• Made reservations requested by potential clients and annexed the reservation file to the client´s folder.• Helped serving breakfast and prepared tables and coffee/tea station.• Checked rooms and updated them into the system.

Amesterdã E Região, Holanda

• Setting up meeting rooms according to the client's request; • Prepared & refreshed coffee breaks and served to guests;• Applied the meetings imagine concept. This concept is used on different meetings purposes that the hotel implements, according to the client’s request. The meetings imagined are focused on: Educate, Ideate, Create, Network, Celebrate, Decide, Produce and Promote;• Worked in events of 500 people and more where we needed to turn the room around in less than 30 min. • worked in several events such as dinner parties, weddings, conferences etc. • Being able to set up the meeting rooms faster and had the capacity to have problem solving while there is any rush hour;• Worked in the Restaurant at the hotel as an event waitress. • Advised guests of local experiences and promoted the hotel’s brand.

Lisboa

• Responsible for check-in and check-out;• In charge of handing the Key Cards to arrival guests, organizing their personal information and report to the Host PMS system;• Checked and distributed the rooms to guests, in order to their request in the reservation;• Reported to Housekeeping all the rooms available and priorities;• Organized relevant documents of guests in the house at reception;• Responsible of counting rooms keys and update any relevant information to the system;• Provided a standard service and give important information to guests.

Cologne E Região, Alemanha

• Responsible for the mise in place at the kitchen and restaurant area;• Cooked some meals for breakfast as well as omelettes and bacon and pancakes; • Prepared mise en place for the next day and organized the kitchen by sectors;• Worked with an kaizen environment;• Cleaned and set up the kitchen, buffet and the room of the breakfast;• Served clients & assisted them;• Cleaned tables set up and replaced items missing in the buffet

Lisboa E Região, Portugal

• Front office department: check in and check out;• Controlling department: controlled the inputs and outputs and registered them on the hotel system (Opera PMS); • Reservation’s department: transferred guest’s requests into the system and create new reservations for potential guests.• Housekeeping: Controlled and made sure that the rooms were cleaned and tidy; checked if all rooms had facilities and if necessary replaced them; Reported the rooms situation on the hotel system. • Reported to Executive Housekeeper the status of the rooms and therefore to Reception;• Collaborated with General Manager on daily functions: Checked prices in different OTAS and compared their prices with the hotel prices; organized paper work• F&B department: Worked in breakfast shift: Served clients with beverages, cleaned tables and set up, replaced food from the buffet, rolled napkins and polished cutlery, set up table for lunch.

Level 5, Human Resources Management And Services

Post Graduate Program, Hospitality Administration/Management, 8,3 Average Out Of 10

Activities and Societies: Food and Beverage Practical: Kitchen; "Food and Beverage Practical: Service "​; Events Management in Hotel.

Bachelor'S Degree, Hotel Management, 15 Out Of 20

During my 3 years studies I have learned a lot of Hospitality Field and I also gained professional tools, in order to become more.

High School Graduated, Humanities, 17 Out Of 20

Activities and Societies: Lacrosse, exchange student program, events program During this year, I faced a lot of different situations where.