Pérola Silva Email & Phone Number

Auckland, Nz

Auckland, New Zealand

Auckland, New Zealand

**Manage, lead and coach a team of 20 International Airline Concierges continuing flight duties as per International concierge role. - Formed relationships with external and internal parties to ensure access to a network of people and resources to resolve issues and support the team as necessary.- Approved orders, monitor budget, approved and audit team credit cards expenditure, ensuring budge were achieved. - Follow up queries and generally ensure the efficient running of the outcome.- Support the concierge team to achieve customer satisfaction, retain existing high-value costumers and maintaining brand quality.

Auckland, New Zealand

Auckland, New Zealand

Auckland, New Zealand

** Achieving the goals of the role and deliver an exceptional experience for Air New Zealand high-value costumers. Managing all on board complaints and sensitive issues.Formed relationships with external and internal parties to ensure I have access to a network of people and resources to resolve issues and support the team as necessary.Manage delays and disrupts for all passengers in Auckland and at overseas ports.Managed sensitive customers issues such as medical events, complaints and compassionate travel, ensuring correct follow up completed promptly.I take particular care to manage my budget exceptionally well in a cost-conscious environmentFollow up queries and generally ensure the efficient running of the outcome.I was an active and enthusiastic contributor at forums and team meetings.

Auckland, Auckland, New Zealand

As a Guest Relations Manager, I had the opportunity to organised, manage and coordinate visits, such as the Korean President and delegation, King Juan Carlos and Queen Sofia of Spain and their commission of over 120 guests, Kylie Minogue, The Pussycat Dolls, Lady Gaga, Eric Clapton and U2, among others during their NZ tours.- Lead and Manage the guest relations team of 25 staff- Maximise guest satisfaction through a focused team- Maintain an excellent knowledge of international tourism- A key-person within the Grand Hotel for VIP Guests and Groups- Promote cross-training across hotel areas- Health & Safety Representative- Lead and support staff dealing with difficult customer situations, manage and escalate all customer complaints and disputes as required- Achieve customer service, human resource and financial goals through effective management and understand and maintain a reliable working knowledge of Auckland Tourism and Customer attractions- Manage expenditure for entertainment, amenities and loyalty program

Auckland, Auckland, New Zealand

**Coordinate the management of the Hotel’s operational areas ensuring that standards and procedures were maintained, maximising the Hotel’s profitability through occupancy and rates, identifying further opportunities focusing on leading and developing a service orientated the culture within all departments of the Hotel. Awarded as the employer of the Year in 2006- Key guest liaison ensuring all concerns and complaints were dealt with it and solved. Guarantee a smooth operation, customer satisfaction and brand quality were maintained.- Organised and presented training for the front office team and promoted cross-training between hotel departments. - Liaison with hotel head of departments to ensure smooth daily operations- Built Rosters, Conduct Interviews and organised annual leaves - Health & Safety Representative, Fire Warden and First Aid trained- Conduct Security and Safety checks - Enforce the Liquor Licensing Laws

Auckland, New Zealand

São Paulo, Brazil

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Nz Diploma, Business Leadership & Management

Nz Certificate (Level 4), Business Administration And Technology - Specialise In Human Resource (Hr) Administration

Nz Micro-Credential, Digital Marketing

Accounting Basics - Small Business

Practical knowledge of accounting principles and methods. Create and comprehend financial reporting.