LUIS OLIVEIRA
Barcelona
Summary
Motivated professional with extensive experience in hospitality and the travel industry, both offline and online. Proven ability to thrive in fast-paced environments, demonstrating strong problem-solving skills and leadership capabilities. Recognized for a friendly demeanor and commitment to teamwork, contributing to a positive work atmosphere. Currently pursuing a degree in Social Sciences to further enhance understanding of cultural dynamics within the industry.
Overview
12
12
years of professional experience
Work History
Lodging Operations Specialist
Edreams Odigeo
Barcelona
06.2024 - Current
- Collaboration with Internal Teams: Work closely with other departments to align strategies and enhance the accommodation services offered
- Customer and Partner Liaison: Act as the primary bridge between customers and accommodation partners, ensuring clear communication and quick resolution of issues related to bookings, cancellations, payments, or special requests
- Performance Analysis: Track key performance indicators (KPIs) and propose solutions to improve operational processes
- Problem-Solving and Mediation: Mediate disputes or misunderstandings between customers and partners, working to find mutually beneficial solutions that align with company policies and customer satisfaction goals
- Support for Accommodation Partners: Assist accommodation providers in understanding and using the platform effectively, ensuring their listings, availability, and policies are accurate and competitive
Social Media Content Moderator
Telus International
Barcelona
09.2019 - 05.2024
- Monitor and review user-generated content on various social media platforms to ensure compliance with community guidelines and terms of service
- Identify and remove inappropriate or offensive content, including hate speech, harassment and graphic imagery
- Escalating relevant content to the respective departments
- Stay updated on industry trends and best practices to continuously improve moderation efforts and enhance user experience
- Study cultural nuances of the target market in order to better interpretate content and understand differences in their meaning
Customer Service Specialist
CPM International Contact Centre
Barcelona
05.2019 - 09.2019
- Support customers by phone (Portuguese market), email and chat (all languages) for Airbnb
- Community education department: educate users on how to use the Airbnb platform
- Personalised assistance to hosts, following up on their requests, helping them setting up their accommodation rates and policies correctly
- Solving complaints and issues presented by guests and hosts
Customer Service Guest Specialist
Booking.com BV
London
03.2018 - 05.2019
- Managing booking modifications and cancellations in Portuguese and English markets via phone and email
- Resolving customer complaints and helping in emergency situations such as overbookings or conflicts between the host and guest
- Helping and sharing tips with team colleagues and also with colleagues from the same language line
Food Expeditor Supervisor
Dishoom Limited
London
10.2017 - 03.2018
- Overseeing the team, such as delegating tasks, assisting with service and prepping
- Coordinating the flow between the kitchen and front of the house staff, ensuring correct and timely deliveries
- Addressing any issues with orders and customer complaints
- Ensuring the dishes are in accordance to customer requests and dietary restrictions
Kitchen Area Supervisor
Quilon restaurant (1-Michelin-star)
London
10.2015 - 10.2017
- Supervising the other members of the staff working at the back area of the restaurant, making sure that all duties are taken care
- Training the new staff members following the SOP’s
- Teaching the HACCP standards to new members of staff
- Collaborating with front of house staff to ensure consistent and efficient service
- Garnishing and plating such as adding final touches to dishes to enhance presentations
- Ensuring that orders are complying with customer’s food allergies and special requests
- Resolving discrepancies and issues that arise during service such as incorrect orders and delays in the kitchen
Food counter attendant
Quilon restaurant (1-Michelin-star)
London
11.2014 - 10.2015
- Taking care of the food and dessert counter: making sure the different courses for each table are delivered within the right timing, including snacks, appetizers between courses, pre-desserts, desserts and tasting menus
- General clearance and maintenance of the dining and kitchen area
Travel Agent
Over Tours Viagens e Turismo Lda
Riba de Ave
05.2013 - 08.2013
- Arranging flights, insurance and accommodations for clients
- Using GALILEO Booking system to manage client reservations
- Collecting and processing payments
- Advising clients on travel arrangements and assist with visa procedures
- Attending client needs during their travel, including any changes in schedule, emergency, complaints and refunds
Education
Security and CCTV Operator Course -
Hurak Education Services Training Centre
London, UK08.2017
English Course Diploma -
The English Studio
London, UK12.2014
Diploma in Tourism -
Professional School CISAVE
Guimarães, PortugalBachelor of Arts - Social Sciences
Universidade Aberta
LisbonSkills
- Office Suite
- Google Suite
- CRM Software
Hobbies and Interests
- Photography
- Traveling
References
Available upon request
Languages
Portuguese
First Language
English
Proficient (C2)
C2
Spanish
Proficient (C2)
C2
Timeline
Lodging Operations Specialist
Edreams Odigeo
06.2024 - Current
Social Media Content Moderator
Telus International
09.2019 - 05.2024
Customer Service Specialist
CPM International Contact Centre
05.2019 - 09.2019
Customer Service Guest Specialist
Booking.com BV
03.2018 - 05.2019
Food Expeditor Supervisor
Dishoom Limited
10.2017 - 03.2018
Kitchen Area Supervisor
Quilon restaurant (1-Michelin-star)
10.2015 - 10.2017
Food counter attendant
Quilon restaurant (1-Michelin-star)
11.2014 - 10.2015
Travel Agent
Over Tours Viagens e Turismo Lda
05.2013 - 08.2013
Security and CCTV Operator Course -
Hurak Education Services Training Centre
English Course Diploma -
The English Studio
Diploma in Tourism -
Professional School CISAVE
Bachelor of Arts - Social Sciences
Universidade Aberta
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