Nicolás Francisco Hayashi
São Paulo,São Paulo
Summary
Situational Leader with a vast array of experience in all aspects of the hospitality industry, Considerable experience in Openings. Multi-lingual and accustomed to working with an international team. My goal is to lead and continuously develop a talented group of individuals to improve the quality of the experiences provided. As a goal oriented person, my commitment to exceeding company performance metrics is always a top priority. Always being available to my team and to my guests is something I take a lot of pride in to ensure that I can deliver the most memorable experiences possible. Ultimately, to continue to develop as a leader and continuously move forward. Part of the opening team of all the Celebrity Solstice Class ships.
Overview
16
16
years of professional experience
Work History
Guest Relations Director
Celebrity Cruises
01.2020 - Current
- Head of the Guest Relations Department – Responsible for the Front Desk Manager & Retreat Manager Operations, Concierges & Retreat Concierges, Documentation Officers onboard, Responsible as well for the Ability to Resolve Issues and empowerment of the crew.
- Performing and Conducting Embarkation and Disembarkation, Customs and Immigration and Overall Guests Satisfaction
- Supporting Hotel Administrative functions and working closely with Maintenance and Engineering to ensure highest standards of R&M.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Retreat Manager
Celebrity Cruises
05.2019 - 01.2020
- Responsible to deliver unparallel experiences to the Top Suites.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Responsible for the Retreat Concierges, Butlers, Retreat Lounge and Retreat Sundeck Experiences.
Front Desk Manager
Celebrity Cruises
02.2019 - 05.2019
- Responsible for the Guest Relations Desk and Telephone Operators operations.
Guest Relations and Spa Manager
TAUÁ HOTEL & CONVENTION ATIBAIA
08.2017 - 01.2018
- Responsible for the Guest Relations and Spa operations
- T&D of the area, budgets and responsible for the quality of the services.
Tourism Consultant (LINER & CLOSER)
Gramado Parks
08.2016 - 08.2017
- Fractional Sales Consultant – Resorts Condominium International RCI - Whyndham
- Real state agent.
Guest Relations Supervisor
Rio Quente Resorts - Former AVIVA
04.2014 - 06.2016
- Responsible for the Guest Relations operation of the seven hotels inside the Rio Quente Resorts.
- Organized special events for VIP guests, ensuring memorable stays that encouraged repeat business.
- Updated standard operating procedures to reflect best practices, ensuring consistent service delivery across the team.
- Maintained consistent positive customer feedback.
- Created and managed accurate occupancy forecasts and budgets.
Assistant Guest Relations Manager
Celebrity Cruises
10.2011 - 10.2013
- Responsible for the Guest Relations Desk and Telephone Operators operations as well as the Bell Attendant.
Concierge
Celebrity Cruises
04.2010 - 10.2011
- Responsible for booking private tours, arranging and delivering special requests, provide port information, booking flights, hotels and day uses.
Guest Relations Officer
Celebrity Cruises
08.2008 - 04.2010
- Responsible for the Guests Satisfaction, resolve guests issues and concerns, providing information about the ship and ports of call.
Education
Coaching, Leadership, Team Leadership, Culture and Time and Team Development -
Cornell University
Bachelors Degree in Hotel Administration -
SENAC Sao Paulo
Campos Do Jordao, Sao Paulo, Brazil01.2006
Skills
- Excellent interpersonal skills, fast learner and able to adapt quickly to all situations Patient, willing to improve, attentive, effective listener, able to use positive language to communicate and persuasive speaking skills Can multitask, performs well under pressure, knowledgeable, thick skinned, and empathetic Passionate about hospitality and in delivering unforgettable personalized memories Fluent in Spanish, Portuguese, English and Intermediate in Japanese Elevated emotional intelligence and social skills Keen eye to details and always striving for perfection, maintaining the highest Overall Brand Standards
Training
- Hotel management Overseas training, 2006, 2007, Cross Training ANA Hotels Matsuyama – Japan
- Cornell University – EDx, 2015, 2016, Global Hospitality Management
Languages
Spanish
Native or Bilingual
Portuguese
Native or Bilingual
English
Full Professional
Japanese
Limited Working
Timeline
Guest Relations Director
Celebrity Cruises
01.2020 - Current
Retreat Manager
Celebrity Cruises
05.2019 - 01.2020
Front Desk Manager
Celebrity Cruises
02.2019 - 05.2019
Guest Relations and Spa Manager
TAUÁ HOTEL & CONVENTION ATIBAIA
08.2017 - 01.2018
Tourism Consultant (LINER & CLOSER)
Gramado Parks
08.2016 - 08.2017
Guest Relations Supervisor
Rio Quente Resorts - Former AVIVA
04.2014 - 06.2016
Assistant Guest Relations Manager
Celebrity Cruises
10.2011 - 10.2013
Concierge
Celebrity Cruises
04.2010 - 10.2011
Guest Relations Officer
Celebrity Cruises
08.2008 - 04.2010
Coaching, Leadership, Team Leadership, Culture and Time and Team Development -
Cornell University
Bachelors Degree in Hotel Administration -
SENAC Sao Paulo
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