* Lectures and customized training programs in Hospitality, Customer Service, Sales, Leadership, Customer Experience and Motivational themes;* Mentoring in Leadership and soft skills for new entrepreneurs, self-performance, sales, customer experience and service;* Mistery Shopper: customer service technical and behavioral analysis;* Creating and developing of high standard procedures and process in customer services and clients' relations* Clients' relationship* Methodology based in Customer Experience (CX)* Consulting in Hotel Operations* Events Production: Logistics (Uphill Marathon Event - Rio de Janeiro/Brazil) and Hospitality Service (Athlets Host at Rio International Marathon and VIP Area at Uphill Serra dos Órgãos - Teresópolis/Brazil)

Consulting, Lectures and Training focused on people's development, team performance, commercial strategies, portfolio management and customer experience & Success.

Training program facilitation for Renault, focused in hospitality, client's experience, leadership, sales and coaching applied to sales, post-sales and store managers.More than 800 people trained and helped Renault Brasil to be elected one of the best customer service relationship in the national automotive market

Create and develop training programs in Customer Service Excellence for CHA Hoteis Front Desk Agents

Acting Manager at Holz Hotel* Survey of investment needs * People Management and Remote Leadership * Cost management * Analysis of operational and administrative, qualitative and quantitative indicators (performance, structure, service, guest satisfaction, revenue, occupancy, among others) * Review and Implementation of processes * Resolution of challenging situations

* Assistance in the merge process of two Sesc operational units with different conceptions (Hospitality and Culture); * Development of participatory management and implementation of Organizational Climate Project;* Management and monitoring indicators on a quantitative, qualified and financial basis as well as operational in the areas of Hospitality, Administrative and Programmatic (Sport and Recreation Culture, Health, Social Work with Elderly People, Community Works, Social Tourism and Education); * Implementation and development of events in different areas of the company; * Relationships with customers and suppliers; * Management of the Main Reservation office for the Hotels of SESC Rio;

* Responsável pelas estratégias operacionais do hotel Sesc Copacabana * Implantação e acompanhamento de procedimentos operacionais dos setores de Reservas, Recepção, Governança, Alimentos & Bebidas e Eventos;* Treinamento de colaboradores * Controle, acompanhamento e estatística das opiniões de hóspedes, SAC, Trip Advisor e CRM; * Controle e implementação de idéias que visam melhor custo x benefício para o negócio* Acompanhamento de custos e despesas administrativas; * Auxílio na área comercial para alcance de metas de receita e atendimento, com realização ocasional de visitas externas; * Recepcionar hóspedes vips/recomendados junto ou representando o gerente da unidade; * Elaboração de relatórios para gerência * Realização de reuniões gerenciais e setoriais* Utilização de gestão de hotel de luxo em um hotel de médio porte e com foco em turismo social, onde o objetivo é criar experiências de viagens aos seus associados, preferencialmente de baixa renda, através de um serviço eficiente, diferenciado, educativo e agregador; Copacabana Branch is part of Sesc Company, which goal is to create experiences to its members, preferably low-income, through an efficient, differentiated, educational and aggregator service; I am in charge for hotel operation using my luxury hotel management experience on a medium-sized hotel and which focus is social tourism; Implementation, monitoring as well as training of employees, in compliance with operational procedures of Reservations, Front Desk, Housekeeping, Food & Beverage and Events Departments; Control, monitoring and statistics of guests’ Comments, CCA, Trip Advisor and Clients Database; Control and implementation of ideas aimed at more cost-effective for business, and reducing administrative costs; Assist Branch’s manager in the commercial area for better revenue; Welcome VIP guests with/or representing Branch’s manager; Assist Branch’s manager in reports and meeting/representing him in his absence.

Responsável por todos os grupos do hotel, sejam nas cotações e negociações considerando o orçamento do cliente e combinando com as necessidades de receita do hotel, sejam na operação dos mesmos. Elaboração de relatórios de hospedagem e eventos, relacionamento com os clientes de todos os mercados: principais operadoras, empresas e agências atuantes no mercado nacional e internacional; Coordenação de delegações em visita oficial de chefes de estado (delegações do Brasil, Argentina, Portugal, Noruega, Rússia, França; visita do Príncipe da Arábia Saudita, entre outras), celebridades do show business internacional (Paul McCarthey, Rolling Stones, Madonna, Robbie Williams, Jack Johnson, Will Smith, Tom Cruise, The Police, Jonas Brothers, Justin Bieber, Black Eyed Peas), grupos corporativos (PriceWaterhouseCoopers, Mastercard Worldwide, Merrill Lynch, JP Morgan Chase, AON), visitas de CEOs, entre outros; Participação em eventos internacionais: ILTM (International Luxury Travel Market – Cannes/França – Dezembro 2007) e MITM (Salvador/BR – Dezembro 2007)Responsible for all groups of the hotel. From quotations and negotiation of group/events business considering the client's budget and combined with the hotel's revenue needs. As well as groups' operations. Analysis and Events/Rooms Division Reports and relationship with the clients of all markets: National Travel Agencies, Tour Operator and companies as well as from overseas; Coordination of Official Governmental visits (Brazil, Argentina, Paraguay, Uruguay, Portugal, Norway; HRH Prince from Saudi Arabia and others), show business International artists (Paul McCarthey, Rolling Stones, Madonna, Robbie Williams, Jack Johnson, Will Smith, Tom Cruise, Live Earth Concert, The Police, REM, Jonas Brother, Justin Bieber, Black Eyed Peas and others), Corporate Groups, CEOs visits, others; Hotel representative in International events such as ILTM (Cannes – December 2007) and MITM (Salvador – December 2007)

Responsável pela coordenação de grupos e eventos junto ao hotel, sendo o ponto de contato entre o cliente e os departamentos; Elaboração de instrutivo/ordem de serviço do grupo/evento; fechamento das contas após execução do evento/hospedagem e responsável pelo Departamento de Grupos do hotel na ausência da Gerente.Person in charge to be the Main Contact between Hotel and client in house; Elaborate and provide BEO’s to all Hotel Departments on time to assure that all services requested are upon guests’ expectation; Responsible to each group revenue and settlement of masters accounts; Responsible for Groups Department in case of Manager’s absence

Atendimento direto a hóspedes, realização de operações de Check in & Check out, bloqueios de apartamentos de acordo com as categorias reservadas, controle de descontos e estornos, fechamento e controle do caixa da Recepção e responsável pelo setor na ausência do Gerente.Hotel guests attendance, check in & check out operations, room allocation according to reservations, control of discounts and accounts, cashier operations and responsible for the area in absence of the manager.