Patricia Carvalho
Orlando,FL
Summary
Experienced and results-driven hospitality professional with a strong background in property management, customer service, and call center operations. Skilled in utilizing Opera PMS, Opera Cloud, and Ciirus PMS to streamline operations, manage guest reservations, and ensure exceptional service delivery. Proven track record of improving efficiency and communication across departments while maintaining a high standard of guest satisfaction. Adept at handling front desk operations, billing and vacation rental management. Experienced in managing high-volume inbound and outbound calls, providing support, resolving issues, and enhancing guest experiences. Passionate about delivering memorable guest experiences and contributing to the overall success of the team.
Overview
13
13
years of professional experience
Work History
Reservations Agent
CND Hospitality - Magic Village Vacation Homes
Orlando, FL
12.2024 - Current
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
- Provided customers with information about availability and pricing.
- Proficient in using Opera, Opera Cloud, and Ciirus PMS for managing reservations, guest services, and property management operations, ensuring seamless and efficient workflows.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided outstanding customer service by addressing client inquiries and resolving issues professionally and courteously.
- Enhanced customer satisfaction by efficiently handling all aspects of the reservation process in a timely manner.
- Assisted in increasing hotel occupancy rates through proactive upselling of rooms, packages, and additional services.
- Assisted with revenue management tasks, including rate analysis and inventory control to maximize profitability.
- Supported sales team efforts by providing detailed information on group booking requests and generating contracts as needed.
- Conducted site inspections for international groups, introducing them to the property and services provided, ensuring they have a comprehensive understanding of all offerings.
English Teacher
CCAA Haddock Lobo
Rio De Janeiro, Brasil
02.2015 - 12.2016
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Improved classroom management by implementing consistent routines and clear expectations for behavior.
- Prepared and implemented lesson plans covering required course topics.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Promoted a positive learning environment by modeling respect, empathy, and active listening skills during all interactions with students.
Front Desk Internship
Sheraton Rio Hotel
Rio De Janeiro, Brasil
01.2012 - 04.2012
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
Education
Bachelor of Science - Nutrition
Universidade Federal Do Estado Do Rio De Janeiro
Rio De Janeiro, Brasil10-2021
Technical High School - Tourism And Entertainment
Universidade Federal Do Estado Do Rio De Janeiro
Rio De Janeiro, Brasil12-2011
Skills
- Customer engagement
- Multilingual communication
- Interpersonal communication abilities
- Friendly, positive attitude
- Teamwork and collaboration
- Problem-solving
Timeline
Reservations Agent
CND Hospitality - Magic Village Vacation Homes
12.2024 - Current
English Teacher
CCAA Haddock Lobo
02.2015 - 12.2016
Front Desk Internship
Sheraton Rio Hotel
01.2012 - 04.2012
Bachelor of Science - Nutrition
Universidade Federal Do Estado Do Rio De Janeiro
Technical High School - Tourism And Entertainment
Universidade Federal Do Estado Do Rio De Janeiro
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