Paula Coutinho Email and Phone Number
Paula Coutinho work email
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Paula Coutinho personal email
Passionate and driven hospitality professional with 20+ years in luxury 5* Hotels. Specialist in customer satisfaction, increased the LQA/LHW audit scores in over 17% in one year and previously assisted another property to achieve the highest guest satisfaction index of the Group. Fast decision maker, is used to work under pressure, being in charge of customer complaints and crisis control for 8+ years. Good understanding of finance regulations, KPI´s and P&L analysis, was responsible for correcting the Hotel cost centres/accounting structure. Team-oriented, with positive leadership skills creating the best environment for growth.
Portugal Active
View- Website:
- portugalactive.com
- Employees:
- 2
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Director Of Customer ExperiencePortugal Active Sep 2024 - PresentViana Do Castelo, Portugal
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Campus Experience ManagerMetyis Jun 2022 - May 2023Porto, Portugal -
Front Office ManagerMaison Albar Hotels Le Monumental Palace, A Member Of The Leading Hotels Of The World Sep 2019 - Jun 2022Porto Area, PortugalSupervise and lead the Front Office team, also in charge of develop, applying and controlling the financial procedures of the Hotel. Property’s LHW Quality Ambassador and Business Intelligence Analyst. Act as Duty Manager.
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Duty ManagerPestana Palácio Do Freixo, A Member Of The Leading Hotels Of The World Jan 2017 - Sep 2019Porto E Região, PortugalIn charge of the hotel’s operations when the GM is absent. Supervise the Guest Services team and being the escalation manager for complaints. Property’s LHW Quality Leader and Business Intelligence Analyst.
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Guest Services ManagerPestana Palácio Do Freixo, A Member Of The Leading Hotels Of The World Feb 2014 - Jan 2017Porto Area, PortugalIn charge of the guest experience – before, during and after stay. Personally responsible for the client perceived service quality and service recovery. Accompany, in person, all the VIPs throughout the stay and act as Duty Manager. Responsible for the LHW standards internal audits, and review responses and follow ups.
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Guest RelationsHotel Infante Sagres, A Member Of The Small Luxury Hotels Jul 2013 - Jan 2014Porto Area, PortugalIn charge of the overall Guest Satisfaction. Responsible for analyzing all guest comments (ServQual) and create action plans aiming the service improvement. Identify and personally follow all potential VIPs, as well as, complaints and follow ups. Also act as Duty Manager.
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Guest Relations ManagerJw Marriott Hotel And Marriott Executive Apartments Aug 2011 - Jul 2012Shanghai, ChinaResponsible for maintaining the Guest Satisfaction index high, assuring the whole team is service focused and also acting as duty manager. -
Guest Services ManagerMarriott Shanghai Changfeng Park Jul 2010 - Aug 2011Shanghai, ChinaWork as Guest Relations, dealing with all guest complaints and requests, as well as being responsible for the VIP clients. During the period that I worked in Changfeng Park, I did a project with the restaurant to raise the Guest satisfaction scores for the breakfast experience, in 3 months it went from 63% to 92%. Also I won associate of the month and a prize from Human Resources for my efforts as English Trainer.
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Front Office SupervisorSheraton Crystal City Hotel Dec 2009 - Apr 2010Arlington, UsaSupervise Front Office during the early shift. Train new employees and interns.
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Guest Services SupervisorSheraton Porto Alegre Hotel May 2007 - Dec 2008Porto Alegre, BrazilResponsible for the Guest Service area (switchboard, room service and minibar), supervising all guest's requests, lead and train a 12 people team, also responsible for the Guest Comments Survey follow up and member of the Quality Committee.
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Room Service SupervisorHotel Emiliano, A Member Of The Leading Hotels Of The World Jun 2004 - Dec 2005Sao Paulo, BrazilResponsible for the room service, lead and train a 7 people team. Also in charge of stock and inventory checking for the room service and kitchen.
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TraineeHotel Renaissance Jan 2004 - Apr 2004Sao Paulo, BrazilRotation internship, observing and helping areas like kitchen, room service, housekeeping, banquets, human resources, steward, laundry, sales.
Paula Coutinho Skills
Paula Coutinho Education Details
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Les Roches International School Of Hotel ManagementHotel Management -
Castelli - Escola Superior De HotelariaHotel Management
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UnisinosFood Engineering
Frequently Asked Questions about Paula Coutinho
What company does Paula Coutinho work for?
Paula Coutinho works for Portugal Active
What is Paula Coutinho's role at the current company?
Paula Coutinho's current role is Hospitality and service passionate.
What is Paula Coutinho's email address?
Paula Coutinho's email address is pa****@****yis.com
What schools did Paula Coutinho attend?
Paula Coutinho attended Les Roches International School Of Hotel Management, Castelli - Escola Superior De Hotelaria, Unisinos.
What skills is Paula Coutinho known for?
Paula Coutinho has skills like Yield Management, People Development, Able To Work Under Pressure, Customer Satisfaction, Food And Beverage, English, Revenue Analysis, Team Leadership, Passion For Helping Others, Passion For Service, Hospitality Management, Hotels.
Who are Paula Coutinho's colleagues?
Paula Coutinho's colleagues are Filipa Pinheiro, Ricardo Viana, Luis Duarte Costa Barros, Ana Brandão.
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Paula Coutinho
Responsável De Departamento De Recursos Humanos Na Pluricosmética | Pós Graduação Em Gestão De Recursos HumanosPorto -
1gmail.com
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