Paulo Fernandes

Paulo Fernandes

Shift Leader / Duty Manager at Pestana Hotel Group
Lives in Amsterdam, Netherlands
over 6 months ago

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I strive to CREATE PERSONAL CONNECTIONS: with my team, with the guests!
I consider it the best way to improve the quality of the service provided to a higher lever and to exceed guests' expectations.

I am a strong operations professional with a demonstrated history in the Front Office Department mostly in 5-star hotels and resorts. Skilled with great attention to details, focused in personalized customer service and endowed with great determination to achieve goals. Proficient user of OPERA Property Management Systems (PMS), MICROS, Newhotel Software, Rezlynx PMS (Guestline) and Microsoft Office.

Experience

  • Shift Leader / Duty Manager

    Pestana Hotel Group - Amsterdam, Netherlands

    Front Office reception
    October 2018 - Now · 3 months

    Shift Leader at Pestana Amsterdam Riverside ★★★★★ (154 rooms) LVX Preferred Hotels & Resorts Work program: OPERA Property Management Systems (PMS) Based in the Pestana Standard Operating Procedures, I developed several tasks at the front and back office: • Managing the Shift Leaders and Reception's e-mails effectively and in a real time; • Supporting the Receptionists by assisting guests and deal with feedbacks and complaints; • Handling the Reservations Department after office hours; • Manager on Duty; • Composing MOD reports; • Assuring property and guests' safety and security; • Providing customer service according to Pestana Standards and improving to a personalized service; • Actions plans to maximize satisfaction and loyalty, with focus on Pestana PPG, iPrefer Hotels members and Expedia VIPs; • Assisting Porters and Concierges with valet parking and luggage delivery.

  • Front Office Host

    Pillows Anna van den Vondel Amsterdam - Amsterdam, Netherlands

    Front Office reception
    February 2018 - September 2018 · 8 months

    Front-Office Host at Pillows Anna van den Vondel ★★★★ (30 rooms) Work program: Rezlynx PMS (Guestline) Based on Pillows Pillars & Principles, I developed several tasks at the front and back office: • Managing the general e-mail effectively by answering inqueries and assisting guests in a real time; • Assuring property and guests' safety and security (MOD during the night); • Financial control and analysis; • Providing a personalized customer service according to the Pillows Pillars & Principles; • Implementation of action plans in order to maximize satisfaction and loyalty, with focus on Booking.com and TripAdvisor (TOP 6 of 380 hotels in Amsterdam); • Training and supervising new team members according to the Pillows Pillars & Principles; • Ranked in TripAdvisor TOP 6 of 380 hotels in Amsterdam.

  • Receptionist Tournant

    Marriott Hotels (US&NonUS-M&F) - Óbidos Municipality, Portugal

    Front Office reception
    June 2016 - January 2018 · 1 year and 8 months

    Front Office Agent / Night Auditor at Marriott Praia D'El Rey Golf & Beach Resort ★★★★★ (177 rooms) Work program: OPERA Property Management Systems (PMS) and MICROS Based in the Marriott Standard Operating Procedures, I developed several tasks at the front and back office: • Managing the Reception and Night Auditor's e-mails effectively by answering inqueries and assisting guests in a real time; • Handling the Reservations Department during the night; • Assuring property and guests' safety and security (MOD during the night); • Financial control and analysis of all the outlets in the Hotel & Resort; • Composing Night Audit reports based on the daily sales reports of all the outlets onsite; • Providing customer service according to Marriott Standards and improving to a personalized service; • Implementation of actions plans outlined by the Rooms Division Manager in order to maximize satisfaction and loyalty, with focus on Marriott GSS, Booking.com and TripAdvisor; • Training and supervising new team members according to Marriott SOPs; • Assisting the Guest Services team with valet parking, luggage delivery and shuttle services.

  • Night Auditor & Front Desk Agent

    Evolutee Royal Óbidos Hotel & SPA - Óbidos Municipality, Portugal

    Front Office reception
    July 2014 - April 2016 · 1 year and 10 months

    Front Office Agent / Night Auditor in Evolutee Royal Óbidos Hotel & Spa ★★★★★ (pre-Opening and Opening Team - 39 rooms) Work program: Newhotel Software Based in the Columbia Hospitality Standard Operating Procedures, I developed several tasks at the front and back office: • Training collegues with Newhotel Software; • Managing the Reservations Department and Reception's e-mails effectively by answering inqueries and assisting guests in a real time; • Manager on Duty during the night; • Housekeeping, Maintenance and Room Service during the night; • Assuring property and guests' safety during day and night; • Financial control and analysis of the individual outlets; • Fill in Night Audit reports based on the daily sales reports of all outlets onsite; • Providing a personalized service to the customers; • Training and supervising new team members; • Golf groups breakdowns and bookings; • Best Golf Resort in Europe, 2016 Award by IAGTO.

  • Front Desk Agent

    Praia d'El Rey Golf & Beach Resort - Óbidos Municipality, Portugal

    Front Office reception
    June 2012 - June 2014 · 2 years and 1 month

    Front Desk Receptionist at Holiday Residences Praia D’El Rey Golf & Beach Resort ★★★★ (100+ accomodations) Work program: Newhotel Software • Preparing in advance the daily operations; • Receptionist and concierge taks; • Managing effectively the Reception's e-mail; • Payments; • Billing accounts; • Mail registering; • Properties inventories; • Providing of information and monitoring customers; • Golf registering and sales.

Education

  • Touristic Marketing

    The School of Tourism and Maritime Technology - Peniche, Portugal

    September 2008 - January 2012

    - Bachelor/licentiate degree; - Member of the Association for Touristic Marketing's Students (Vogal, Secretary and President); - Member of the Students Association of The School of Tourism and Maritime Technology (Vogal); - Bodyboard athlete representing the Polytechnic Institute of Leiria.

Languages

  • Portuguese
    Native or fluent
    100%
  • English
    Native or fluent
    100%
  • Spanish
    Professional working
    60%
  • French
    Limited working
    40%
  • Dutch
    Notions
    20%

Skills

  • InovGuest
  • Micros
  • Microsoft Office
  • MyMicros
  • NewHotel Software
  • Opera PMS
  • Reservations
  • WinMax
Connections
Krisantus Sutrisno
Intern at Four Seasons Hotel
Following
Hotel Café Royal
London, United Kingdom
Amsterdam Marriott Hotel
Amsterdam-West, Amsterdam, Netherlands
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Amsterdam, Netherlands
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