Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Rafael De Melo

Sao Miguel Arcanjo,SP

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Detail-oriented professional with bilingual abilities combines with integrity as frontline corporate representative. Well-educated and poised with superior communication skills.

Overview

17
17
years of professional experience

Work History

Concierge

Royal Caribbean International
06.2015 - Current
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Explained security policies and procedures to guests and hotel staff to promote visitor confidence and safety.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Trained staff in delivering top-quality hotel services in alignment with hotel reputation and mission statement.
  • Coordinated ground and air travel arrangements for business and leisure customers to support satisfaction.
  • Created welcoming and comfortable environment for guests.
  • Greeted guests upon arrival by providing warm welcome.
  • Handled customer complaints to satisfy and retain guests.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Maintained accurate and up-to-date records of guest information.
  • Managed check-in and check-out procedures for guests.
  • Utilized variety of organizational and communication skills to drive guest satisfaction.
  • Assisted guests with variety of services and local attraction information.
  • Scheduled and confirmed restaurant reservations for guests.
  • Provided accurate information regarding local attractions, restaurants and activities.

Guest Services Officer

Royal Caribbean
04.2014 - 06.2015
  • Greeted Guests and customers upon arrival, offered assistance, and answered questions.
  • Assisted guests by providing information and directions onboard.
  • Provide detailing account expenses.
  • Answered phones with professionalism and directed calls appropriately.
  • Resolved Guest complaints and discrepancies in prompt and courteous manner.
  • Responded to Guest inquiries, complaints and special requests to increase customer satisfaction.
  • Maintained neat and orderly front desk and lobby area to uphold company's standards.
  • Maintained high level knowledge of all ship services offered to answer Guest questions.
  • Developed and maintained positive relationships with Guests for satisfaction.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Greeted Guests at front desk and engaged in pleasant conversations.
  • Enforced policies and procedures to increase efficiency.
  • Trained new staff members in customer service techniques and operations.
  • Contacted housekeeping staff and maintenance department to resolve issues with Guest rooms.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.

IT Technician

Gelre
05.2007 - 10.2008
  • Maintained office PCs, networks and mobile devices.
  • Monitored systems in operation and quickly troubleshot errors.
  • Set up PCs, projectors and microphones for use in video conferencing rooms.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Configured systems according to prescribed software and hardware frameworks.
  • Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
  • Used diagnostic tools to identify hardware failures and replace non-functional components.

Administrative Assistant

OAB
06.2006 - 06.2007
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Executed record filing system to improve document organization and management.
  • Managed department budgets and generated financial reports for management review.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.

Education

Bachelor of Tourism Studies -

IIES - Instituto Itapetiningano De Ensino Superior
Itapetininga/SP
12.2007

Skills

  • Guest Accommodations
  • Loyalty Programs
  • Management Interaction
  • Policy and Procedure Adherence
  • Personalized Support
  • Dining Reservations
  • Greet Guests
  • Guest Satisfaction
  • Telephone Etiquette
  • Guest Inquiries
  • VIP Services

Languages

English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Concierge

Royal Caribbean International
06.2015 - Current

Guest Services Officer

Royal Caribbean
04.2014 - 06.2015

IT Technician

Gelre
05.2007 - 10.2008

Administrative Assistant

OAB
06.2006 - 06.2007

Bachelor of Tourism Studies -

IIES - Instituto Itapetiningano De Ensino Superior

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Rafael De Melo