Maria Marques

Experience

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  CONSULGAL - Consultores de Engenharia e Gestão, S.A.

  Nov 2001 - Dec 2003

  Técnica Administrativa

  I helped on the Coordination of Surveillance and all other areas of the Authority (Cost Control, Quality Management, Planning, Construction, Health, Safety and Health, Environmental Management, etc.) in the undertaking of the new Municipal Stadium of of Aveiro (http://www.ema.pt/). I was also responsible for the Health and Safety at Work at the level of documentation provided by the Contractor. Helped in the development, the level of data processing, Process Errors and Omissions and other documents relating to Control Costs. The reports to UEFA, Portugal 2004 Society and other entities, were prepared by me, at the level of word processing and imaging.Overall, it was my responsibility to the secretarial area and others. Show less

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  Gostar Editora

  May 2005 - Jan 2008

  Secretary

  It was my responsibility the area of billing and all the processes involved in their successful execution, as well as all financial activities (payments to suppliers, employees, social security, deposits, current accounts of customers / suppliers, etc.) I issued monthly reports of sales, cost reports, reports of site visits, among many others. Made statements of account of events developed by the publisher (participation in book fairs, training, etc.)I also helped the Accounting Office. I prepared dossiers on the Place of Affection and also its correspondence.Business or sector Publication of books and educational games Show less

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  Tibério & César, Lda.

  Sept 2008 - Oct 2015

  Quality Manager

  Responsible for all areas with regards to office management and also responsible for the creation and implementation of a Quality and Environmental system. The company was than certified by APCER due to all the changes and improvements made. Great and excellent acknowledgement of the CCC (Center of Cost Control) and the model for measuring customer's satisfaction by APCER created and implemented by me. Business or sector Marble and Granite Industry

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  Hilton

  Apr 2016 - Jun 2023

  Executive Customer Relations - Guest Assistance - International Operations

  Achievements: 2019 Circle of Excellence Winner; Summary: Responsible for acting as a last point of service recovery for guests who have had an unpleasant experience at one of the hotels within the Hilton Portfolio of brands. Also as an International Specialist is responsible for working with unsatisfied guests via different communication channels to ensure resolution to concerns with reservations, Advance Purchase, Hilton Honors program, a hotel stay/policy or Hilton that will potentially restore guests' faith in Hilton's brands. An International GA Specialist is also responsible for working with hotel managers/owners in a partnership to increase overall guest loyalty to the Hilton Family of brands in the US and Internationally.<br>Problem Resolution: Effectively resolve guest concerns by working with the guest to resolve issues within department guidelines. Make appropriate compensation decisions. Offer compensations without seeking prior approval. Escalation department for all complaints.<br>Internal Support: Address inquiries made both verbally and in written communications from hotels and other departments. <br>Also: Have excellent communication skills, both written and spoken, with internal and external customers. Exceptional listening skills and use of proper grammar and spelling. Respond to all voice & non voice communications from guests and hotels within 24 hours. Organized and have the ability to multi-task including, but not limited to, talking on the phone while typing on the computer, etc. Answering incoming calls, letters, e-mails, Social Media (Facebook, Twitter, etc.) posts from guests, gathering information about the guest's experience, opening files in GA system and insuring information is accurate and complete. Send information to hotels, follow complaints through to satisfactory resolution, and make recommendations to hotels on how to resolve issues. Make reservations and cancellations for guests. Show less

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  Hilton Vilamoura As Cascatas Golf Resort & Spa

  Jul 2023 - now

  Guest Relations Manager/Duty Manager

  Guest Relations Manager: Complying with policies and procedures when working with reception equipment and property management systems; Embracing Hilton’s culture; Leading and encouraging colleagues in carrying out their duties; Welcoming, greeting and helping guests with the best customer service; Acting as the main point of contact for guests and ensuring that the hotel is prepared to offer them appropriate services; Informing relevant hotel departments about VIP guest requirements; Providing assistance to guests and creating unforgettable experiences; Responding promptly to all guest questions and special requests, offering unique solutions; Remaining calm and alert, being helpful to all guests and team members; Seeking to obtain frequent feedback from guests; Working with the team and capitalize on the opportunity to thrive with the Hilton family; Working safely, with the best interests of all parties in mind, making smart choices and maintaining diligence in the service provided; Embracing all learning opportunities as they arise, creating an environment for growth and development.Duty Manager: Working closely with guests to greet, chat with and assist with issues, especially when VIP guests, long-term guests and others meet in the hotel lobby; Managing, recording and promptly resolve all guest complaints; Coordinating services and special facilities offered to long-term guests; Staying up to date on all hotel products, services, policies and emergency procedures; Monitoring guest satisfaction reports and implementing actions to improve results; Treating, recording and following up on issues with Management or emergencies that arise; Ensuring that the hotel and its facilities are suitable to receive guests, inspecting all areas, recording and reporting non-conformities to the relevant departments; Complying with hotel security, fire regulations and all health and safety legislation. Show less