Alaine Freitas

Work History

Guest services and Shore Excursion Staff

Viking Cruises

11.2022 - Current

Offered flexible working hours to meet varying ship demands.
Registered guest information on database to maintain accuracy.
Calculated billings and charges and provided receipts.
Delivered first-class customer service across ship facilities.
Answered guest calls and resolved queries promptly and politely.
Informed guests regarding events and announcements.
Greeted guests warmly and professionally for positive first impressions.
Checked in guests, providing room keys and hotel maps.
Provided guests with lists of upcoming activities and events.
Coordinated bus and transport companies to operate tours according to trip schedules.
Organize and dispatch tours daily
Check and coordinate port facilities, assist guests with mobility issues

Food & beverage assistant manager

Kazuo Restaurant

Sao Paulo and Curitiba, Sao Paulo

05.2021 - 04.2022

Customer Service Representative dedicated to providing quality care for ultimate customer satisfaction
Committed to identifying customer needs and delivering effective solutions to all problems
Excellent time management skills combined with a superior knowledge of the customer service industry.

Leader

Kazuo Restaurant

Paulo

05.2021 - Current

Scheduled employee shifts and assigned designated tasks and duties.
Supervised and trained new staff to perform best practices and adhere to company policies.
Answered questions and resolved customer and employee complaints.
Implement cleaning schedule to promote sanitation and hygiene standards.
Provided directions and feedback to team to amplify improvement.
Directed team to practice proper handling food procedures to maintain excellent standards.

Banquet Assistant Manager

Four Seasons São Paulo Hotel

Sao Paulo, Sao Paulo

09.2019 - 10.2020

Responsible for providing administrative and operational support to the Banquet Manager
Organization of the 1st New Year's Eve party at the Four Seasons Hotel at the Rooftop with 200 guests - Coordination of hotel material inventories - Carrying out managerial shifts (MOD)
Recruited, interviewed and hired high-performing individuals, developing passionate, dedicated teams.
Evaluated staff performance, implementing training and development programmes to maintain exceptional service levels.
Enforced company policies and guidelines for all employees.
Motivated management and staff teams to consistently deliver high quality, customer-focused service.

Social and Corporate Events Coordinator

Tangará Palace Hotel

Sao Paulo

05.2019 - 09.2019

Organised schedules and logistical support for supply deliveries, staffing and space arrangements.
Organised event logistics from start-to-finish, handling finer details such as shipping demo equipment, banners and brochures.
Processed payment for event vendors, venues and staff.
Interviewed clients to understand event scopes of work, establish budgets and timelines.
Directed subcontractors in floral design, photography needs and audio-visual equipment coordination.

Operational and Administrative Manager

Stella Basso Eventos

Curitiba, Parana

05.2018 - 05.2019

Soft Open and Implementation of the Stella Basso event house - Hiring staff, training and HR routines
Negotiation with suppliers, cash control, payment control
Team management - Responsible for preparing the goal plan for event sales
Preparation of annual marketing plan with sales action plan
Maintaining and feeding digital media - Instagram, Facebook, Google Ads, Google My Business and content generation
Preparation and review of event contracts
Contracting of suppliers
Monitoring of budgets and evaluation of results
Operational monitoring before and during the event
Team management and development
Customer prospecting through internally developed market research

Hostess and Food and Beverage Assistant

Grand Hyatt São Paulo

Sao Paulo, Sao Paulo

11.2016 - 05.2018

Employed strong interpersonal skills to handle queries relating to menus, allergies and restaurant services.
Actively listened to guests and understood when managing complex food service complaints.
Completed daily set up and pack down duties, cash counting and stock replenishing.
Contributed to a food-safe environment, verifying proper food storage to reduce risk of spoilage.
Answered phones and entered reservation requests into system promptly and accurately.
Maintained thorough food, drink and menu knowledge, providing expert assistance with customer selections.
Demonstrated high standards of customer service to take and deliver accurate food, cocktail and coffee orders.

Guest Relations and Executive Assistant

Rödl & Partner

Sao Paulo, Sao Paulo

08.2015 - 11.2016

Coordinated events and conferences, offering support with set-up and resources to guarantee smooth operations.
Approved travel expenses and reimbursement requests submitted by employees.
Scheduled Board of Directors meetings, assisting with meeting materials, resources and agendas.
Responded to emails and other correspondence, facilitating positive communication for enhanced business processes.
Updated executives on changing business needs by thoroughly documenting internal and client meetings.
Made travel arrangements and booked accommodation for executives.
Assigned work to appropriate members of staff on behalf of CEO.
Kept executives informed of upcoming commitments and responsibilities.
Welcomed arriving visitors and directed to appropriate meeting rooms.
Facilitated smooth communication between CEO and members of staff.
Filed and retrieved corporate records, documents and reports.

Receptionist and Guest Relations Leader

Renaissance São Paulo Hotel by Marriott

Sao Paulo, Sao Paulo

10.2011 - 08.2015

Collected and processed guest data in line with data protection regulations.
Greeted customers warmly, aiming to provide positive, smooth check-in experiences.
Managed guest bookings and enquiries accurately and efficiently for continued customer satisfaction.
Maintained clean, tidy reception areas, ensuring consistently positive first impressions.
Handled customer payments and updated reservations with Opera.
Achieved 5-star reviews by delivering outstanding customer service.
Calculated billings and hotel charges and provided receipts.
Greeted guests and facilitated check-in and check-out procedures.
Submitted incident and activity reports to manager to inform future decision-making on policies.
Addressed questions and escalated issues complaints to management.

Summary

Overview

Work History

Guest services and Shore Excursion Staff

Food & beverage assistant manager

Leader

Banquet Assistant Manager

Social and Corporate Events Coordinator

Operational and Administrative Manager

Hostess and Food and Beverage Assistant

Guest Relations and Executive Assistant

Receptionist and Guest Relations Leader

Education

Bachelor Degree - Hotel Management

Technical Degree - Management

Business Strategy, Bradesco Foundation May 2020 — May 2020 Digital Marketing, Digital Preparation - undefined

Master of Business Administration - International Business

Master of Business Administration - Master in ESG

Skills

Interests

Languages

Timeline

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