Bruno Gehem De Moura
Front Desk Agent | Tourism & Hospitality Professional
Summary
Experienced in the tourism industry with over a decade in tourism and hospitality, including Canadian-based operations. I hold a diploma in Adventure Tourism from a Canadian college and have worked extensively across Canada, Alaska, Antarctica, and Hawaii. Adept at leading expeditions, delivering exceptional guest service, and creating a welcoming, memorable atmosphere for travelers from around the world. Proficient in handling both telephone and in-person guest inquiries, offering detailed information on excursions, local attractions, and guest services. Highly reliable, capable of working independently, and skilled at taking on responsibilities with professionalism and care. A collaborative team player who thrives in dynamic environments, I’m flexible with changing schedules and available for weekday, weekend, or holiday shifts.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
3
3
Languages
Work History
Lead Kayak Guide | Expedition Guide | Front Desk
Mystic Cruises
11.2023 - 04.2024
- Planned daily activities, including snowshoeing, kayaking, and camping, considering weather conditions, logistics, activity briefings, and permits.
- Downloaded GPS tracks for fleet sharing, created SOPs, and prepared detailed activity reports.
- Led a team of 3 guides in polar expeditions, managing the entire kayaking program.
- Conducted training sessions focusing on safety, guest interaction, and environmental awareness.
- Proficient in handling both telephone and in-person guest inquiries, providing detailed information about local excursions, attractions, and additional services.
Sea Kayak Guide | Expedition Guide
Hurtigruten
04.2022 - 04.2023
- Led daily sea kayaking excursions in remote and challenging environments across Alaska and Antarctica, ensuring guest safety, comfort, and unforgettable wilderness experiences.
- Delivered engaging briefings and educational talks on polar geography, wildlife, safety protocols, and environmental stewardship to international guests.
- Provided personalized guest service and interpretation while guiding, fostering a high level of satisfaction and strong guest-crew rapport.
- Assisted in logistical planning, gear maintenance, and safety equipment checks, contributing to the seamless operation of the kayak program.
- Supported the expedition team with administrative tasks, such as compiling activity manifests, coordinating shore landing schedules, and maintaining guest activity records.
- Worked collaboratively with international crew and bridge staff to ensure expedition goals, safety standards, and guest expectations were consistently exceeded.
Support Analyst | Customer Success
Optical Imaging Comercial
03.2020 - 04.2022
- Conducted weekly meetings with the European team to gain insights into the company's future direction and strategized on the implementation of systems in the Americas.
- Analyzed and processed technical data for vehicles, ensuring accurate entry into the database by interpreting data received from customers.
- Performed rigorous systems testing, operating testing systems in the automotive market to verify compliance with technical specifications outlined by customers.
- Managed information effectively, conducting in-depth analysis of customer data related to system usage, recurring issues, licenses, and product validation.
- Spearheaded the development and maintenance of customer success strategies, best practices, and customer support content, collaborating closely with the creative team.
- Assumed ownership of the overall relationship with assigned clients, overseeing onboarding, implementation, training, increasing adoption, ensuring retention, and maintaining high levels of customer satisfaction.
Office Attendant & Water Sports Instructor
Vancouver Water Adventures
06.2017 - 09.2019
- Delivered exceptional front-line customer service, assisting guests with bookings, check-ins, and general inquiries in a fast-paced, high-volume waterfront office.
- Processed payments, handled cash and POS transactions, and ensured accurate completion of liability waivers and rental agreements.
- Coordinated daily tour logistics, prepared rental equipment, and maintained clean and organized office and gear areas.
- Instructed guests on kayaking, paddleboarding, and safety protocols, ensuring a safe and fun experience for all participants.
- Worked closely with guides and management to maintain smooth operations, manage schedules, and respond to last-minute changes or guest concerns.
Customer Service | Sales Assistant | Ground Crew
Franz Josef
04.2014 - 03.2015
- Managed customer scheduling and provided weather reports to both jumpers and pilots, ensuring safe and efficient operations.
- Facilitated communication on social media platforms to enhance customer engagement.
- Handled payment transactions, including cash, debit, and credit, while managing daily statements, close-outs, and bookkeeping responsibilities.
- Functioned as the first point of contact for clients, serving as the ambassador of Skydive Franz.
- Successfully sold camera packages, aligning with the maximum load available per flight and operating on a commission-based structure.
Education
Adventure Tourism Business Operations - Hospitality And Tourism Management
College of The Rockies
Golden, British Columbia 09.2015 - 09.2017
Skills
Customer Service
Organization
Time Management
Communication
Pro Active
Problem Solving
Computer Skill
Timeline
Lead Kayak Guide | Expedition Guide | Front Desk
Mystic Cruises
11.2023 - 04.2024
Sea Kayak Guide | Expedition Guide
Hurtigruten
04.2022 - 04.2023
Support Analyst | Customer Success
Optical Imaging Comercial
03.2020 - 04.2022
Office Attendant & Water Sports Instructor
Vancouver Water Adventures
06.2017 - 09.2019
Adventure Tourism Business Operations - Hospitality And Tourism Management
College of The Rockies
09.2015 - 09.2017
Customer Service | Sales Assistant | Ground Crew
Franz Josef
04.2014 - 03.2015