Experience

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  Costa crociere s.p.a.

  Oct 2009 - Oct 2011

  Guest services senior officer

  Provide all services of the Guest Relations Department; including but not limited to: lost luggage, stateroom changes, lost and found handling,printing and issuing cruise cards,airline boarding passes.Answer enquiries pertaining to Guest Relations Services and all ship´s activities.Take ownership of guests´concerns by following up and ensuring complaints are resolved to the guest´s satisfaction.Maintain Guest Relations logs updated and accurate. Operate telephone to answer questions and take a variety of requests (wake-up calls,dinner reservations, etc).Sign up guests to daily ship´s acitivies such as games, dinners, galley. bridge and engine room tours. Maintain telecomunications area and materials in an organized and orderly manner. Ensure equipment is operational. Report and track maintenance issues.Foreign currency exchange, travellers´checks, and collection of payment on guests account.Make daily announcements over the Public Address System in 6 languages. Assist guests with disabilities (Disability Act). Use Colonial system (AS400), Fidelio, Allin Interactive system and Eleven Wireless. Show less

• 

  Azamara

  Mar 2012 - Sept 2019

  Providing consistent personalized service to all international guests leading the Guest Relations Operation in achieving total guests satisfaction. Support Azamara´s mission of sustaining an upmarket cruise experience with a destination-driven brand image. All duties and responsibilities to be performed in accordance with the AMAZE standards, Safety is everybody´s business, ISM/ISO and SQM standards, USPH guidelines and environmental regulations.Take ownership and resolve all issues to guests´ total satisfaction while following up to ensure complete service recovery.Coordinate the complete embarkation/disembarkation process.Lead the Guest Relations team in creating genuine and memorable experiences to all guest.Guide and mentor all of Guest Relations in proactively seeking lasting solutions based on guests feedback.Mentor, develop and provide on-the-job training to staff to strengthen their current performance and preparation for future advancement.Proactively research and prepare the team for new itineraries such that the Team is knowledgeable and confident to provide accurate and useful information about the destinations around the globe. (+130 countries).Make decisions, where resolutions mirror the challenges, involving upper management only when and if necessary. Analyze proper compensation in order to restore guests experience based on their comments/ratings.Act as an Ambassador in representing Guest Relations at division meetings, daily lineups, training activities, courses and work-related activities. Visibility at all times on the floor when the demands of the operation are at peak, where there are special events and other front of the house activities. Empathetically deal with sensitive related matters with respect to serious injury and death.Ensure the privacy and protection of guests and company information are kept confidential at all times. Host dinners with VIP guests, attend all guests functions and maintain a high visibility profile. Show less Provide excellent and superior customer service.Coordinate guests special, out-of-the-ordinary requests for onboard services (Wedding, cocktail party,plaque exchange, site inspection, Captain´s dinner, group functions and seminars).Coordinate guests requests for shore side services in ports, i.e., limousine services, car rentals, restaurant reservations, hotel reservations, booking tickets for special attractions. Modify airline reservation. Customize and book private tours. Handle guests enquiries and complaints, ensuring they are resolved quickly, courteously, professionally and to the guests´total satisfaction. Follow up with Top VIP guests to ensure total satisfaction.Stateroom upgrades.Track delayed luggage and coordinate its delivery to the ship. Always maintaining guests constantly updated. Plan in advance for independent port information that is shared with the Guest Relations Team and prepare the appropriate maps, train or ferry schedules. Assist the check in/out operation in the cruise terminals. Schedule all group meetings and partt requests as per Group amenity report. Meet and greet group leaders and VIP guests on embarkation day.Schedule Hotel Director´s meetings upon request. Liaise with the Sales Department any tour for travel agents when in port. Show less

  • Guest Relations Manager

    May 2018 - Sept 2019

  • Concierge & Groups Events Coordiantor

    Mar 2012 - May 2018
• 

  Ten lifestyle group

  Jul 2021 - Dec 2023

  Data Analytics | Civil Engineering

  • Bilingual Training & Development Analyst

    Dec 2022 - Dec 2023

  • Premium Service Senior Lifestyle Manager

    Jul 2022 - Dec 2022

  • Senior Lifestyle Manager

    Jul 2021 - Jul 2022
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  Aliança

  May 2024 - Jun 2024

  English teacher
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  Hilton sao paulo morumbi

  Jun 2024 - now

  Receptionist