Work experience

• Guest Services Host l Systems Coordinator l Manager

  Disney Cruise Line

  2024.04-Current

  (2 years)

  Built strong relationships with Guests by providing personalized attention and anticipating needs before they arise. Maintain accurate records of guest Maintain accurate record of Guest interactions and follow up on outstanding issues. Conduct Guest satisfaction surveys for further manager analysis in order to Implement service improvements and satisfaction. Ensure that all Guest interactions reflect Disney's values regarding Legendary service and hospitality.
• Concierge Lounge Agent

  Flores Boutique Hotel & Spa l

  2015.08-2020.11

  (5 years)

  Maintained professional relationships with vendors to ensure quality of services provided to Guests. Coordinated reservations for special events, tours, and activities. Provided information about local attractions, restaurants, nightlife and entertainment venues. Monitored Guest feedback through surveys and online reviews. Communicated effectively with other departments within the hotel to ensure accurate delivery of requested amenities
• Front Office Agent

  FLORES BOUTIQUE HOTEL

  2015.08-2017.08

  (2 years)

  Managed the front desk operations including answering phones, scheduling appointments, computer bills, cash handling and directing inquiries. Assisted with financial reports and analysis and Night Auditor duties. Greeted Guests warmly upon arrival and provided assistance with luggage when needed. Managed check-in and check-out procedures for Guests including assigning rooms and issuing keys.
• Tour Operator Trainee

  AllMyBooking.com l

  2014.03-2014.07

  (5 months)

  Worked with departments across the company, including marketing and project management, in developing new ideas, initiatives, products, and services. Benchmarking research about the best practises on the business area. Researched about possible new activities and business partners.
• Room Service Host Trainee

  Sheraton Porto Hotel & Spa

  2013.12-2014.03

  (4 months)

  Greeted Guests warmly, take orders, and provide menu recommendations to ensure a personalized dining experience. Accurately process and manage room service orders, including taking note of special requests, allergies, and dietary restrictions. Food and Beverage Delivery: Deliver food and beverages to guest rooms, ensuring timely and efficient service. Presentation and Quality: Ensure food and beverages are presented attractively and meet quality standards.

Educational experience

• Disney University

  Service of Excellence Standards

  2024.10-Current

  (a year)

  Making sure entire team follow Disney standards and how Guests perceive it.
• Harvard University

  Devoloping Employees

  2024.12-2024.12

  Make team member evolve and motivated
• Harvard University

  Finance Essentials

  2024.11-2024.11

  Essentials about finance analysis and budget development
• Harvard University

  Leading People

  2024.11-2024.11

  Manage teams efficiently.
• iscet - instituto superior de ciencias empresariais e do turismo do porto

  Tourism management

  2011.09-2014.07

  (3 years)

  Business Management in tourism and hotels.

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