E-mail Address LinkedIN +44 7412264805 +351 917033116

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Ana Isabel Estorninho Alves Portugal

• A hospitality passionate with great organizational and analytical skills, ability to multitask and remain calm and professional under stress. I am a dedicated individual driven for success with a passion for high standards and to excel above and beyond the requirements. Possessing the discipline and motivation to continually develop my professional skillset and also broaden my experience, I have a notable aptitude to adapt easily and learn quickly.

• Experienced in building up and developing excellent customer relations; anticipating, identifying and solving problems; I have proven to maintain a positive attitude when handling conflict and confrontation. I am a dedicated team player with strong training, coaching and leadership skills. I have a “hands on” approach and find every detail to be crucial to provide an outstanding customer service.

• After working 5 years in London where lately was responsible for the reservations department in a hotel, and after taking a sabbatical year to travel around Asia, I am now looking to further my professional development within my next role in Portugal, applying my skills and experience whilst taking on new challenges.

Key Skills

Attention to Detail: I have experience in maintaining a high level of personalized service and guest recognition, anticipating potential needs and guaranteeing their resolution. I have built this experience across different styles of hotels (multinational company; smaller boutique hotel, etc.) providing an individual service to a vast number of guests; which widened my ability to recognize and adapt to a diverse number of situations.

Standards & Communication: A varied background with a broad range of experiences has given me the efficient ability to develop, implement and monitor standard operating procedures related to hotel operations. Ensuring the constant communication between different departments is essential for the smooth operation of a hotel; which translates into employees and guests’ satisfaction, and consequently helps the companies achieve their goals.

Team Mentoring: I not only have experience in managing a team, but experience in building multidisciplinary teams. As a departmental trainer, both at Starwood and at Firmdale, I was responsible for the training of new staff members, coaching them and monitoring their performances; as well as reviewing monthly training needs for the teams and creating incentives to guarantee the development of the individuals. I believe in encouraging and maintaining a positive work environment, coaching and mentoring employees to achieve their full potential.

E-mail Address LinkedIN +44 7412264805 +351 917033116

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Work Experience

Position Company Period

Reservations Manager Firmdale Hotels PLC – UK 03/2014 – 07/2015

Duty Manager Firmdale Hotels PLC – UK 11/2012 – 07/2015

Front Office Supervisor Firmdale Hotels PLC – UK 11/2012 – 03/2014

Receptionist & Shift Leader Starwood Hotels & Resorts – UK 01/2011 – 08/2012

Front Office Intern Starwood Hotels & Resorts – PT 12/2008 – 12/2009

Front Office Intern Starwood Hotels & Resorts – ES 07/2007 – 09/2007

F&B Intern Starwood Hotels & Resorts – PT 07/2006 – 09/2006

Qualifications

Management Development Program – The Learning Academy, UK

Revenue Management Training – Firmdale Hotels PLC, UK

SPA Management and Techniques Course – Escola deHidroterapia eSPA, Portugal

Hospitality Management Degree – Escola Superior deTurismo e Hotelaria, Portugal

First Aider Course – Firmdale Hotels PLC, UK

Key English Test from University of Cambridge, UK

Professional Skills

Fluent in Portuguese, English and Spanish;

Strong knowledge of operative system PMS Opera;

Broad understanding of SynXis reservation system and IDeaS revenue solutions;

In-depth technical proficiency in Microsoft applications;

Good management of room inventory and overbooking levels;

Creation and control of rates and packages;

Development of techniques of yield and revenue management;

Implementation of new strategies and projects;

Great and constant contact with the clients, from the moment of reservation until check-out; going through their arrival and during their stay.