Barbara Matias Milani
Davenport
Summary
Experienced hospitality professional with expertise in guest service, recruitment and travel planning. Committed to delivering exceptional service in the hospitality industry while fostering a positive and collaborative work environment.
Overview
12
12
years of professional experience
Work History
Dining Reservations Agent - Food & Beverage
Walt Disney World Swan and Dolphin
11.2023 - Current
- Managed high call volume with exceptional attention to detail, providing guests with accurate information about availability, pricing and dining options across multiple outlets.
- Delivered outstanding customer service by engaging with guests, using active listening, and employing effective interpersonal skills to ensure satisfaction.
- Coordinated seamless dining experiences by collaborating with other hotel departments to meet guest expectations.
- Handled guest inquiries, special requests, and VIP accomodations, ensuring personalized and memorable service.
- Utilized advanced reservation software systems, including OpenTable, Avail, SAP, and A la Carte, to manage bookings, monitor availability, and maintain accurate guest records.
Coordinator - Travel Agency
Orlando Web Travel
11.2019 - 11.2023
- Planned and coordinated comprehensive travel itineraries by designing personalized travel packages including flights, accommodations, tickets, tours, insurance and transportation.
- Provided expert travel advices by consulting with clients to understand their preferences, needs and budgets, delivering tailored travel solutions.
- Managed bookings and reservations across multiple systems, including Disney Travel Agents, VAX, Alamo, HotelBeds, Expedia and Booking.com
- Consistently achieved sales goals by promoting travel packages, upselling premium services, and exceeding performance targets.
- Enhanced operational workflows by maintaining well-organized documentation systems and ensuring accurate records updates.
- Stayed informed on travel regulations, destinations trends, and promotional offers to provide the latest information and services to clients.
- Created engaging blog content for the company website by researching and writing articles focused on travel tips, destination highlights, and industry trends. Optimized content for SEO by incorporating relevant keywords and best practices to enhance website visibility and traffic.
Guest Relations
Walt Disney World Resort
08.2018 - 08.2019
- Assisted and engaged guests with MyMagic+ services, including managing My Disney Experience profiles, entitlements, itineraries, and resolving inquiries related to ticketing, dining reservations, and special service needs.
- Provided exceptional guest service, offering personalized guidance on park attractions, events, and dinner packages, ensuring a seamless and memorable experience for visitors.
- Resolved guest concerns with empathy and efficiency, delivering solutions while maintaining a high standard of service and satisfaction.
- Collaborated across departments to coordinate solutions for guest challenges, ensuring that guest needs were met promptly and effectively.
- Informed guests about theme park offerings, attractions, and updates, ensuring they had the best possible experience during their visit.
- Enhanced guest experiences by identifying potential issues before they arose and providing proactive solutions to ensure smooth operations.
- Fostered guest loyalty by enhancing their experience and encouraging long-term brand advocacy.
Disney Recruiter Coordinator
Student Travel Bureau
09.2016 - 08.2018
- Managed candidate selection for the International College Program recruitment in Brazil, evaluating and selecting eligible candidates in alignment with Walt Disney World standards.
- Led presentations and information sessions to prospective candidates, explaining the details, benefits, and requirements of the program to large audiences.
- Traveled across Brazil to interview candidates in multiple states, conducting face-to-face interviews and evaluating applicants for the International College Program, ensuring a comprehensive and personalized selection process.
- Coordinated a nationwide recruitment effort, managing a large scale selection structure and ensuring a consistent and high-quality candidate experience across all regions.
- Handled operational HR tasks, including conducting background checks, processing documentation, and ensuring compliance with company policies.
- Provided ongoing support to candidates and recruiters, offering guidance on operational procedures, pre-arrival requirements, and essential program information.
- Facilitated seamless recruitment experience by maintaining clear communication and ensuring all logistical details were efficiently coordinated for successful candidate onboarding.
- Ensured high standards of candidate experience, fostering a positive relationship between Disney recruiters and prospective participants from Brazil.
- Collaborated with the marketing team to develop and implement strategies for promoting the International College Program, increasing awareness and attracting high-quality candidates.
- Coordinated with Disney recruiters to ensure a seamless experience for candidates throughout the recruitment process, from initial application to pre arrival preparation.
- Enhanced the candidate experience by providing clear, timely communication on program expectations, logistics, and benefits, ensuring smooth onboarding.
- Optimized applicant tracking systems for efficiency, ensuring accurate documentation of candidate information and recruitment activities.
Cultural Representative - Brazil
Walt Disney World Resort
05.2016 - 08.2016
- Served as a bridge for guests and team members by overcoming language barriers, ensuring clear communication and a seamless experience for all visitors.
- Collaborated with diverse teams to deliver high-quality service, sharing Brazilian culture through storytelling, traditional customs, and unique experiences for both guests and fellow cast members.
- Ensured the success of seasonal programs for Latin American guests by proactively addressing concerns, answering questions, and enhancing the overall guests experience with Disney's signature service excellence.
- Collaborated specially with hotel and park teams to coordinate group activities, ensuring seamless integration of transportation and logistical needs.
Event Management Intern
Intercontinental Hotels Group
01.2015 - 07.2015
- Assisted in the planning and coordination of corporate, social, and private events, including meetings, conferences, weddings, and banquets, ensuring smooth execution from start to finish.
- Managed event logistics, including scheduling, room setup, audiovisual support, catering coordination, and guest arrangements, ensuring all details were aligned with client expectations.
- Supported the event team on-site during events, assisting with crowd control, registration, and troubleshooting any issues to ensure the event ran smoothly.
- Created and delivered BEOs to banquets and catering team.
- Guided clients through event spaces, showcasing ballrooms options and providing detailed information to help them make informed decisions.
- Updated and maintained reader boards throughout the hotel, ensuring accurate and timely event information was displayed for each ballroom, reflecting event schedules and room assignments.
International Travel Guide
Forma Turismo
08.2012 - 07.2015
- Monitored and guided large groups of Brazilian teenagers on vacation to Disney and New York, ensuring a safe, organized, and enjoyable experience throughout the trip.
- Coordinated logistics including transportation, schedules, and park activities, ensuring smooth operations and timely transitions between events.
- Led and facilitated group activities within Disney parks and New York attractions, providing guidance and support while ensuring all participants needs were met.
- Ensured clear communication with both the group and external partners.
- Managed group dynamics by addressing concerns and providing leadership, ensuring the well-being of all participants and a positive experience throughout the trip.
Cast Member - International College Program
Walt Disney World and Disneyland Resort
11.2013 - 02.2015
- Delivered exceptional guest service by ensuring a magical experience for visitors, providing a friendly, efficient, and personalized interactions at various attractions.
- Operated popular attractions such as The Many Adventures of Winnie the Pooh, Tea Cups, Jungle Cruise, and Tiki Room, ensuring smooth operations and safety for all guests.
- Led large crowds by managing audience flow and crowd control, ensuring safety, comfort, and timely movement during busy times, such as parades and attraction lines.
- Introduced and explained attractions to guests through engaging and informative spiels, enhancing their experience and ensuring clear communication in front of large audiences.
- Worked collaboratively with team members to ensure all operational procedures were followed and that guests had and enjoyable and seamless visit.
Trainee Associate
Hotel Aguas De Sao Pedro - Senac
08.2014 - 08.2014
- Completed an immersive training program at a fully operational hotel, gaining hands-on experience in all hotel departments, including front desk, housekeeping, food & beverage, maintenance, and guest services.
- Shadowed and assisted hotel staff to understand daily operations and problem-solving techniques in real world situations, ensuring efficient service delivery and guest satisfaction.
- Gained in-depth knowledge of hotel management process, including guest check-in/check-out procedures, room inspections, inventory management, and coordination between departments.
- Worked through daily challenges faced by hotel staff, learning to prioritize tasks, handle guest requests, and manage time effectively in a fast-paced environment.
Education
Bachelor of Arts - Hospitality And Hotel Management
Senac
Brazil12-2015
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Flexible and adaptable
Languages
Portuguese
Native or Bilingual
Spanish
Elementary
Timeline
Dining Reservations Agent - Food & Beverage
Walt Disney World Swan and Dolphin
11.2023 - Current
Coordinator - Travel Agency
Orlando Web Travel
11.2019 - 11.2023
Guest Relations
Walt Disney World Resort
08.2018 - 08.2019
Disney Recruiter Coordinator
Student Travel Bureau
09.2016 - 08.2018
Cultural Representative - Brazil
Walt Disney World Resort
05.2016 - 08.2016
Event Management Intern
Intercontinental Hotels Group
01.2015 - 07.2015
Trainee Associate
Hotel Aguas De Sao Pedro - Senac
08.2014 - 08.2014
Cast Member - International College Program
Walt Disney World and Disneyland Resort
11.2013 - 02.2015
International Travel Guide
Forma Turismo
08.2012 - 07.2015
Bachelor of Arts - Hospitality And Hotel Management
Senac
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