Helena Rocha

Experience

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  CS Hotels & Resorts

  Jan 2000 - Jan 2003

  Assistant to Manager

  Additional ExperienceRR Hotel Group, SASulédia- Sociedade de Construções, SAAldeamento São Rafael 4 *Hotel Baia GrandeAldeamento São Rafael 4 *

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  Hotel Apartamento Alvor Baia

  Jan 2011 - Jan 2012

  Head of Reception and Reservations

  One of my major contributions was that I evaluated the working of staff on a regular basis and identified areas of development. I inspected guest rooms, common areas, and ground to ensure effic ientcleanliness compliant to all standard regulations. Additionally, I managed hiring receptionist staff as wellas firing underperformers. I flawlessly maintained a guest register and sent copies to variousdepartments by the end of the day.• Achieved 100% occupancy several days in a row with an efficient task force.• Reduced invoicing errors by strategizing and executing control plans.• Monitored and recorded all invoices as well as purchased inventory for stationery. Show less

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  CS Hotels & Resorts

  May 2013 - May 2015

  Head of Reception

  I greeted guests in a pleasant manner to ensure increasing customer loyalty and retention. Furthermore, I assisted in filling all necessary registration forms in accordance with the law. I evaluated performance of receptionists on a yearly and periodic basis besides resolving all complaints and problems of guests during check-in. I maintained the reception areas and conference rooms in a neat/clean manner.• Managed and ensured properly dressed reception staff at all times.• Monitored allocation and reservation of rooms, and made necessary arrangements for VIP guests.• Trained reception staff in greeting guests and maintaining accurate registers. Show less

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  Details Hotels & Resorts

  Oct 2015 - Oct 2017

  Head of Reception

  I remained well-versed to create and hand out work schedules of receptionist on a weekly and monthly basis. I set and enforced certain policies/procedures as instructed by the management team. I actively communicated with all guests and provided prompt resolution of all queries. As a mentor and coach, I provided ongoing training sessions to newly hired receptionists.• Conducted necessary research for sourcing supplies from outside vendors.• Maximised guest satisfaction through excellent customer service.• Provided support to the management teams such as travel and restaurant bookings. Show less

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  Solverde Casinos & Hotéis

  Feb 2018 - May 2021

  Hotel Manager

  I diligently manage daily based operations including directing all P&L statements of the hotel. It's worthmentioning that I evaluate feedback and implement corrective action plans for continual improvements.By utilizing my strong interpersonal skills I coordinate with guests and ensure outstanding servicedelivery. Moreover, I prepare and control the annual budget. Also, I monitor and ensure optimaloperational workflow as per the required standard operating procedure.• Increased turnover and revenue as well as reduced significant costs.• Spearheaded extensive hotel refurbishment projects.• Administered all housekeeping and guest relation activities of the hotel.• Scheduled preventative maintenance for the facility as per the quality standards. Show less

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  3HB Hotels

  May 2022 - now

  Hotel Manager