Experience

Four Seasons Fairways

• Portugal
• Hospitality
• 1 - 100 Employee

• Member's Experience Manager

  • Jun 2022 - Present



BNAC Investments Lda.

• Personal Assistant

  • 2016 - Jul 2022

  •Total support to the Owners of this Family Office across their Portugal and International holdings•Overseeing and managing all operational functions in totality •Responsible for all fiduciary and fiscal duties and adherence to the governance in each country in which the Family Office maintains domicile and business entities•Responsible for the Human Resource obligations across all employees in each country the family has staff, as well as the responsibilities of the Owners to be totally adherent to the regulations pertinent to each country•Responsible for the homes of the Owners across three continents in relation to maintaining accurate accounting records, ensuring due dates are met, ongoing maintenance and upkeep•Responsible to provide Project Management for the complete refurbishment of the family home in The Algarve, the renovation of two historic buildings in Loulé, the renovation of the family home in Lisbon and the total reconstruction of a historic building in Lisbon, from a derelict building to luxury apartment block



AMA Clinic, GT – Golden Team Saúde e Estética Lda.

• Director Of Operations

  • 2015 - 2016

  •Involved from construction and pre-opening to deliver total compliance with all technical and legal logistics for a Private Clinic•Procurement of medical equipment, installation, testing and certification thereof•Procurement of all non-medical requisites and subsequent stock control•Preparation of legal documentation relating to the Clinic’s licensing process•Act as a Liaison between Management and the Medical Teams•Coordinate and supervise Medical and Surgical agendas•Creation from implementation of all administrative procedures and documentations, including software system and database monitoring •Guest Relations for patients and clients, being the ‘face’ of the Clinic and interacting with all customers to promote and ensure the highest standard of attention and care •Supervision of all departments i.e., reception, IT, maintenance and cleaning personnel •Critical preparation and presentation of frequent performance reports and statistics



Fine Dining in Style & Luxury Algarve Weddings

• Client Services Manager and Events Manager

  • Jun 2013 - Aug 2015

  •First responder to all incoming enquiries whether in person or telephonic or email as well as client feedback after completion of delivered event/service •Preparation and presentation of bespoke proposals to clients based on briefings•Negotiation of services and rates with suppliers and business partners•Visit and inspect venues to ensure legal adherence, technical logistics, decoration, transportation, equipment etc., thereafter when an event is confirmed the preparation for a successful delivery per initial brief•Networking to represent Management to further promote the business•Adherence to compliance for all departments of the business in relation to reporting to HACCP



Martinhal Luxury Resorts

• Portugal
• Hospitality
• 100 - 200 Employee

• Guest Services Manager and Resident Duty Manager

  • Mar 2012 - May 2013

  •Creation of Guest Services Department, respective business plan, SOP (Standard Operating Procedures)•Responsible for recruitment, training, management and performance of the Guest Services team•Create, implement and manage Guest Loyalty and Referral Program•Supervision of all bookings made by the Guest Services Department including those made by Tour Operators and external providers•Site inspections and media liaison both local and international•Responsible for monitoring the Resort’s SPA services performance •Analyze and respond to all Guest Comments, prior to, during and post stays, including monitoring and Social Media reviews•Monitor and ensure compliance with all Guidelines to Operations•Ensure all employees are in proper uniform and are properly groomed and working in a safe environment•Manage and registration of complaints and troubleshooting emergencies•Compilation and distribution of Duty Manager reports prior presentation in the daily Meeting of Directors



CS Hotels & Resorts

• Guest Relations Manager & Duty Manager

  • Jan 2011 - Feb 2012

  •Immersed in the pre-opening and opening of this hotel, a self-catering resort and conference center•Overseeing furnishing, technical equipment and security trials for all three premises•Creation and implementation of the Guest Relations Department administrative and operation procedures•Responsible for recruiting, training and management of the Guest Relations, Entertainment and Kids Club teams and thereafter constant monitoring and performances•Assisted the Operations Director with the management of the SPA including its team •Delivered, supported and cooperated with all Departments for special events i.e., banquets, seminars, conferences. Inter alia ensuring adherences to protocol norms•Convening the Operational Meetings•Preparation of guest information with a specific aim to target increased revenue streams from promotions, etc.•Monitoring Guest Surveys made whilst on property, on social media and reviews•Monitor and ensure compliance with all guidelines to operations•Scrutinise staff attire, grooming and safety specifications in situ •Oversee guest’s satisfaction and suggestions, diplomatically handle complaints and troubleshoot emergencies•Compile, distribute and delegate operational reports prior to convening daily Directors Meetings



Pine Cliffs Resort

• Portugal
• Hospitality
• 100 - 200 Employee

• Membership Services Manager

  • Nov 2002 - Nov 2010

  •Assist in the creation of the Membership Services Department, preparation of affiliation contracts, administrative and operation procedures•Participation in the design and concept of the Member’s Reservations software•Member’s reservations and bespoke holiday arrangements, both on and off property•Analyze, register and respond to Members comments and suggestions, pre, during and post stays•Collaborated with other departmental heads to ensure Member satisfaction levels •Participated in the organization and promotion of Club events e.g., themed parties, golf competitions, concerts, etc. •Represent Members Interests in Operational and in Hotel’s Directors meetings