Hi, I’m
Vera Elisa Da Conceição Magalhaes
Porto,11
Summary
Highly organized Front Desk Receptionist with exemplary multitasking, time management and customer service skills. Responsible professional willing to go extra mile to assist others with solving problems. Professional and knowledgeable office clerk offering several years of experience in administrative support and customer service. Highly efficient planning, problem-solving, and communication skills.
Overview
10
years of professional experience
1
Certification
Work History
Parkhotel Schoenegg
Front Office-Reception
12.2022 - Current
Job overview
- Enhanced customer satisfaction by providing timely and accurate information in response to inquiries.
- Streamlined front office operations by effectively managing appointments and maintaining up-to-date patient records.
- Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
- Collaborated with team members for smooth workflow, supporting colleagues during peak hours or absences.
- Increased efficiency through proficient use of office software, including word processing and spreadsheet applications.
- Developed strong relationships with clientele through excellent communication skills and genuine attentiveness to their needs.
- Coordinated meeting logistics, including room bookings, catering arrangements, and audio-visual equipment setup.
- Maintained transaction security by verifying payment cards against identification.
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained clean reception area to promote positive, professional environment for clients.
- Demonstrated adaptability in accommodating last-minute changes or emergencies in appointment scheduling without compromising overall efficiency.
- Increased productivity by cleaning and organizing supplies.
Hotel Alpenrose
All Rounder Service/ Front Office-Reception/ Etage
12.2021 - 04.2022
Job overview
- Enhanced customer satisfaction by providing timely and accurate information in response to inquiries.
- Streamlined front office operations by effectively managing appointments and maintaining up-to-date patient records.
- Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
- Routed business correspondence, documents, and messages to correct departments and staff members.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Arosa Alva River Cruise Ships
Customers Service / Front Office
06.2019 - 11.2021
Job overview
- Enhanced customer satisfaction by providing timely and accurate information in response to inquiries.
- Streamlined front office operations by effectively managing appointments and maintaining up-to-date patient records.
- Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
- Collaborated with team members for smooth workflow, supporting colleagues during peak hours or absences.
- Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
- Developed strong relationships with clientele through excellent communication skills and genuine attentiveness to their needs.
- Optimized resource utilization by efficiently managing office supplies inventory and reordering when necessary.
- Coordinated meeting logistics, including room bookings, catering arrangements, and audio-visual equipment setup.
- Assisted management with administrative tasks such as data entry, filing, and report generation as required.
- Facilitated seamless communication between departments by acting as a reliable point of contact for internal staff members seeking assistance or information from the front office team.
- Organized incoming mail distribution system that streamlined delivery of important documents among employees.
- Interacted with customers by phone, email, or in-person to provide information.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Maintained transaction security by verifying payment cards against identification.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Provided clerical support, addressing routine, and special requirements.
- Wrote professional and error-free letters, memoranda and other business documentation to support office needs.
Teleperformance
Agent for Customer Service in German
10.2020 - 05.2021
Job overview
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Expanded customer base through effective networking, cold calling, and relationship-building strategies.
- Streamlined internal processes for improved efficiency and productivity within the agency.
- Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Reviewed and executed confidential documents, contracts and disclosures.
Malmerendas Boutique Lodging
Hotel Receptionist
08.2017 - 09.2018
Job overview
- Enhanced guest satisfaction by efficiently managing check-ins and check-outs at the hotel reception.
- Provided exceptional customer service for a memorable stay, addressing guest inquiries and resolving issues promptly.
- Streamlined reservation processes by diligently organizing and updating booking information in the hotel management system.
- Boosted guest loyalty with attentive assistance, personalized recommendations, and genuine interactions.
Royal Caribbean Cruises
International Host (Ship-Hotel)
02.2017 - 06.2017
Job overview
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Managed reservations efficiently to accommodate walk-in guests and reduce wait times.
- Implemented table rotation system for optimal server workload distribution, resulting in improved service quality.
- Maintained a clean and welcoming atmosphere by quickly addressing spills and resetting tables after guest departure.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
- Contributed to team success through effective communication and cooperation with coworkers and management.
- Took initial drink orders and relayed information to wait or bar staff.
- Delivered pick-up and curbside orders to guests.
- Assisted customers with delivering orders, carrying additional trays and helping dish out items.
- Input orders accurately into POS terminal, split bills and accepted payments.
- Helped facilitate cooperation between service and kitchen staff to professionally meet guest needs and resolve problems.
- Opened and closed seating sections according to volume of guests.
- Provided patrons with estimated waiting times during peak service hours.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
- Seated patrons based on guest preferences and seating availability.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Answered phone calls to take orders, give information and document reservations.
- Relayed guest comments or suggestions to manager on duty for further action.
- Developed and maintained up-to-date knowledge of menu items and daily specials to accurately respond to customer queries.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Answered customer questions about hours, seating, and menu information.
- Streamlined check-in process for large groups or events by implementing a pre-registration system.
Graham´s Lodge
Port Wine Guide
04.2016 - 11.2016
Job overview
- Enhanced guest experience by providing informative and engaging guided tours.
- Developed customized tour itineraries for diverse groups, ensuring a memorable and enjoyable trip.
- Maintained safety standards during excursions, resulting in zero accidents or incidents.
- Built strong relationships with local vendors, securing exclusive access to attractions for tour participants.
- Increased tour group sizes through exceptional customer service and consistently positive feedback from clients.
- Trained new guides on company policies, procedures, and best practices, leading to consistently high-quality tours across the team.
- Facilitated group bonding activities among participants, fostering a sense of camaraderie during multi-day excursions.
- Communicated professionally with customers, answering questions and addressing concerns to boost satisfaction.
Hotel Ramblas
Hotel Receptionist
12.2013 - 11.2015
Job overview
- Enhanced guest satisfaction by efficiently managing check-ins and check-outs at the hotel reception.
- Provided exceptional customer service for a memorable stay, addressing guest inquiries and resolving issues promptly.
- Boosted guest loyalty with attentive assistance, personalized recommendations, and genuine interactions.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness for incoming guests.
- Managed cash transactions accurately, maintaining proper financial records for the reception area.
- Developed strong rapport with guests through active listening, empathetic responses, and consistent follow-up on requests or concerns.
- Improved efficiency of team communication by relaying important updates regarding guest preferences or special requests to relevant departments.
- Coordinated transportation arrangements for guests as needed, liaising with external providers for seamless experiences.
- Demonstrated adaptability during busy periods by multitasking effectively to manage competing demands without compromising quality of service.
- Contributed to a positive work environment by maintaining a professional demeanor and collaborating effectively with team members across departments.
- Completed late check-ins and directed guests to rooms and facilities.
- Collected room deposits, fees, and payments.
- Answered phone within 2 minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
- Developed and maintained positive relationships with guests for satisfaction.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
Education
Colegio De Gaia Secondary EducationR. Pádua Correia 166, 4400-238 Vila Nova De Gaia,
High School Diploma
07.2014
Skills
- Administrative Skills
- Guest Relations
- Verbal and Written Communication
- Telephone Skills
- Work Prioritization
- Complaint Resolution
- Customer Relationship Management (CRM)
- Live Chat Support
- Microsoft PowerPoint
- Microsoft Excel
- Active Listening
- Customer Service
- Conflict Resolution
- German-Portuguese-Spanish-English Translation
- Customer Support
- Call Center Experience
- Payment Processing
- Problem-Solving
- Positive Attitude
- Fluent Bilingualism
- Decision Making
- Effective Communication
- Multitasking Abilities
- Team Collaboration
- Training and Development
- Calm and Professional Under Pressure
- Bookkeeping
- Excellent Communication
- Multilingual Proficiency
- Problem Solving
- Initiative Taking
- Hotel Software Knowledge
- Stress Management
- Interpersonal Skills
Accomplishments
Crowd Management (CAT) Royal Caribbean Cruises LTD.
Declaration of Volunteering (Positive Step)
Affiliations
- Gym, walks on the beach, Reading and watching movies
- Spirituality and alternative therapies ( Reiki etc)
Languages
English
Upper intermediate (B2)
Catalan
Elementary (A2)
French
Beginner (A1)
German
Upper intermediate (B2)
Portuguese
Bilingual or Proficient (C2)
Italian
Beginner (A1)
Spanish
Advanced (C1)
Certification
Certificate from secondary school with werkrealschule (Germany)
Verification of Employment Letter (Royal Caribbean Cruises LTD.)
Aircraft Safety Directorate, Passenger cabin crew (Spain)
Employment Letter (Teleperformance)
Spanish Federation of Reiki Diploma
Certificate Alpenrose Hotel
Certificate Parkhotel Schoenegg
Timeline
Front Office-Reception
Parkhotel Schoenegg
12.2022 - Current
All Rounder Service/ Front Office-Reception/ Etage
Hotel Alpenrose
12.2021 - 04.2022
Agent for Customer Service in German
Teleperformance
10.2020 - 05.2021
Customers Service / Front Office
Arosa Alva River Cruise Ships
06.2019 - 11.2021
Hotel Receptionist
Malmerendas Boutique Lodging
08.2017 - 09.2018
International Host (Ship-Hotel)
Royal Caribbean Cruises
02.2017 - 06.2017
Port Wine Guide
Graham´s Lodge
04.2016 - 11.2016
Hotel Receptionist
Hotel Ramblas
12.2013 - 11.2015
Colegio De Gaia Secondary Education
High School Diploma
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