LUANDA CRUZ

Experience

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  IBGE

  Aug 2010 - Oct 2010

  Government Affairs Intern
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  Pousada do Amparo

  Jul 2012 - May 2013

  Administrative and Financial assistant

  • Managed financial operations, ensuring accurate accounts payable/receivable entries, reducing payment delays by 20%.• Generated financial reports for senior management, streamlining decision-making processes.• Provided accounting support, including tax processing, payroll, and document requisitions, ensuring compliance and efficiency.• Supported housekeeping and operational compliance, reducing process delays by 20% and enhancing transparency.

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  Blue Tree Hotels

  May 2013 - Oct 2014

  • Supervised breakfast operations, ensuring food quality and presentation met high standards, enhancing guest satisfaction.• Engaged with guests during breakfast service, fostering a welcoming atmosphere and improving overall customer experience.• Ensured compliance with food safety regulations, reducing operational risks and maintaining high safety standards.• Assisted the F&B team in delivering excellent service, contributing to a 15% increase in guest satisfaction during peak hours. Show less • Provided VIP treatment, ensuring personalized and high-quality experiences for high-profile guests, resulting in increased loyalty and repeat bookings.• Designed and delivered personalized welcome gifts for VIP guests, enhancing overall satisfaction and brand loyalty.• Conducted detailed room inspections for VIP guests, ensuring high-quality service standards were consistently met.• Managed guest feedback via email, improving customer satisfaction scores and fostering long-term relationships.• Maintained and updated the VIP guest list, optimizing guest management processes and enhancing personalized service.• Assisted operational managers in key hospitality initiatives, leading to a 15% increase in efficiency. Show less

  • Food And Beverage Intern

    Jun 2014 - Oct 2014

  • Guest Relations

    May 2013 - May 2014
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  Pousada Do Amparo

  Oct 2018 - Jan 2019

  Bilingual recepcionist

  • Managed reception operations, ensuring accurate guest billing and seamless check-in/check-out procedures, leading to a 20% increase in guest satisfaction ratings.• Optimized common areas and office spaces, improving employee satisfaction by 15%.• Streamlined reservation processes, increasing booking accuracy by 15% and boosting customer satisfaction by 20%.• Coordinated reservations, inventory management, and daily occupancy reports, ensuring efficient operations and supplier order accuracy. Show less

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  Pousada Dos Quatro Cantos

  Apr 2019 - Jun 2019

  Front Desk Receptionist

  • Welcomed and oriented guests during check-in and check-out, ensuring a smooth and personalized arrival and departure experience.• Managed end-to-end reservation procedures, optimizing operational efficiency and enhancing guest satisfaction.• Handled inbound calls and emails, improving response time and increasing customer retention, leading to a 15% rise in satisfaction ratings.• Assisted management in strategic operational requests, enhancing team efficiency by 20%.

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  Nannai Resort & Spa

  Nov 2019 - Jan 2022

  Front Desk Receptionist

  • Managed check-in and check-out procedures efficiently while presenting hotel amenities, ensuring a seamless guest experience.• Addressed guest inquiries proactively, providing personalized recommendations that enhanced satisfaction and increased positive reviews.• Handled and processed guest calls, messages, requests, and concerns, improving guest satisfaction scores by 20% through timely issue resolution.• Assisted in delivering personalized guest service, leading to a 20% increase in customer satisfaction scores and positive feedback.• Collected and analyzed guest feedback to identify areas for service improvement, contributing to a 15% increase in positive reviews. Show less

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  Regent Seven Seas Cruises

  Feb 2022 - Jul 2024

  Front Desk Supervisor

  • Welcomed and assisted guests, ensuring a smooth check-in and check-out process, leading to a 10% increase in guest satisfaction ratings.• Managed email correspondence, phone inquiries, and internal file updates, improving communication efficiency across departments.• Coordinated internal reports and embarkation materials for new voyages, optimizing operational efficiency.• Managed financial transactions, including foreign currency exchanges, ensuring accuracy and efficiency, improving exchange process optimization by 15%.• Led front office operations to ensure a seamless guest experience, achieving a 10% increase in overall guest satisfaction scores.• Managed guest inquiries and special requests, resolving 75% of concerns on the first interaction and enhancing customer loyalty.• Assisted the Executive Concierge in handling guest concerns, ensuring timely resolutions and boosting guest retention rates. Show less

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  NANNAI

  Jul 2024 - now

  Guest Relations and Restaurant manager

  • Serve as the primary point of contact for VIP guests, ensuring all departments are briefed on special requirements, leading to an improved personalized experience and a 20% increase in guest satisfaction.• Monitor and coach employees, empowering them to deliver outstanding customer experiences and resolve guest concerns proactively, which contributed to a 20% reduction in service errors.• Supervise and coordinate restaurant and common area operations, ensuring cleanliness, organization, and compliance with high-quality service standards.• Establish and maintain strong cross-departmental communication, enhancing collaboration and optimizing service delivery.• Track and manage requests from management and executives, ensuring timely execution and improved decision-making.• Respond proactively to guest feedback, resolving issues promptly and contributing to increase in overall satisfaction ratings.• Manage and documentguest interactions, providing valuable insights to various hotel departments, improving guest satisfaction and internal communication.• Handle VIP check-ins and personalized guest services, ensuring seamless stays and enhancing the hotel's reputation.• Supervise agency and operator requests regarding their clients’ experiences, improving response time and boosting satisfaction ratings.• Identify and coordinate complimentary amenities for special guests, contributing to an increase in positive reviews.• Monitor and respond to guests requiring special attention, ensuring their needs were met and improving customer experience scores.• Oversee the resolution of guest complaints and operational issues, reducing resolution time. Show less