Sofia Santiago Email & Phone Number

Lisbon, Portugal

Managing the ongoing daily operations of the facility, ensuring the company’s standards and ways of working are complied with. Implementing high standards regarding Customer Service and facilities, including maintenance and cleanliness. Analyzing group classes schedule, implementing necessary adjustments. Managing fitness team towards club goals.Handling escalated complaints, providing excellent customer service and resolving escalated member’s queries.Team Training regarding customer service, sales strategy, member interaction and retention, handling complaints and overall communication and soft skills.Connecting with central departments.Developing local events to attract footfall, member referrals and member retention.Fostering a “people first” culture, where both members and staff can feel at home.

Lisbon, Portugal

Teaching Customer Service / Quality and Client Satisfaction module for TEEF - Técnico Especialista em Exercício Físico (Fitness Trainer)

Évora, Portugal

Managing the ongoing daily operations of the facility, ensuring the company’s standards and ways of working are complied with. Implementing high standards regarding Customer Service and facilities, including maintenance and cleanliness. Analyzing profit and loss report and suggesting strategies to optimize club results.Analyzing expenditure and finding ways to maximize our resources and services with no expense increase. Analyzing group classes schedule, implementing necessary adjustments. Managing sales team towards both individual and club goals, providing training and feedback during team and/or individual sessions.Managing fitness team towards club goals.Handling escalated complaints, providing excellent customer service and resolving escalated member’s queries.Team Training regarding customer service, sales strategy, member interaction and retention, handling complaints and overall communication and soft skills.Connecting with central departments such as HR, Marketing, Procurement, IT and Administration for club support, as well as local suppliers.Managing the club social media, advertising our local events for greater member engagement.Developing local events to attract footfall, member referrals and member retention.Fostering a “people first” culture, where both members and staff can feel at home.

Dubai, United Arab Emirates

Head Office - Dubai, United Arab Emirates

Internal consultant for operations team.Inspecting and advising on club safety standards and procedures, including GCC countries (UAE, Kuwait, Saudi Arabia, Qatar, Jordan, Bahrain).Training of all club staff in Emergency and Evacuation Procedures in all clubs and corporate office.Training/providing induction and supporting General Managers on implementing the company’s H&S Standards and Procedures.Conducting H&S Audits throughout every club, including GCC, and deliver respective report.Analyzing Accident and Incident reports, providing the club managers with support and advise to resolve issues.Auditing and Training Ladies Only team in Saudi Arabia on Brand Standards implementation, providing feedback and advising Operations Team.Learning and Development Facilitator – training New Joiners and Customer Service Team on Company Brand Standards.

Burjuman - Dubai, United Arab Emirates

Managing the ongoing operations of the facility.Training, developing, and mentoring a team of over 46 members of staff, providing personalised assessments and focus in order to advance skills and increase success.Interacting with customers and fostering an environment of high quality customer service.Effectively marketing and promoting the club through outreach activities and creative public relations.Coaching staff members on the daily operations of the club, ensuring work is completed safely and in compliance with regulations, policies, and procedures.Answering customer queries and resolving issues in a timely manner, generating high customer satisfaction.Identifying opportunities to maximise secondary spend sales.Conducting feedback sessions with team to develop communication skills leading to enhanced Customer Experience and revenue generation.Managing team to achieve set Key Performance Indicators (KPIs) and target club revenue.Managing Swimming Pool Team towards customer service improvement/communication skills and revenue generation through swimming classes.

Av. Liberdade - Lisbon, Portugal

Leading Member Service, Maintenance and Cleaning Teams – hiring, training and developing member service team regarding high standards on Customer Service, through coaching and mentoringManaging maintenance team in keeping all equipment in order, regular contact to suppliers influencing them on quick resolution of matters that require their intervention, expenditure budget control, supervising cleaning teamStaff training on Customer Service and H&S Standards and Procedures Leading the Member Service Team to achieve its financial goals and Key Performance Indicators (KPIs)Managing the club shop (stock management and control, achieving target revenue, choosing sportswear collection available at club level) Administrative procedures such as schedules, human resources and petty cash.

Av. Liberdade - Lisbon, Portugal

Leading and Managing Member Service Team – hiring, training and developing the team towards full autonomy, through coaching and mentoring.Leading and Managing the team to achieve its financial goals, including club shop (secondary revenue).Ensuring all administrative tasks are completed within defined deadlinesAssuring the team complies with platinum customer service, by training them as per company standards and procedures guidelines.

Av. 5 Outubro, Lisbon, Portugal

Facilities Management – management of facility maintenance, cleaning and H&S departments: daily supervision, ensuring all equipment is in order, contacts with suppliers, training all staff in H&S standards and procedures. Expenditure budget management and control.

Av. Liberdade, Lisbon

As a Member Service Adviser, I need to ensure that our members get the best Customer Service, the best and most accurate information regarding their membership. Quality Service is one our main features in this industry.

Post-Graduation, Marketing&Communication

Graduation, Sociology