Rogerio Oliveira dos Santos
Front Desk Agent
Jackson,WY
Summary
Hospitality professional with over a decade of international experience in five-star hotels and luxury resorts. Experienced in supporting front desk operations and coordinating with cross-functional teams to deliver exceptional guest experiences. Adept at maintaining high service standards and enhancing overall guest satisfaction. Currently seeking an H2B extension for the Winter 2024 season to continue contributing my expertise in guest services and operational support to a leading hospitality organization.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
Work History
Front Desk Agent
Snake River Lodge and Spa
5 2024 - Current
- Manage check-ins and check-outs, ensuring all balances are cleared according to individual reservations
- Maintain a professional and organized front desk atmosphere, enhancing guest experiences and upholding the hotel's high service standards
- Handle multitasking duties such as answering phone calls, responding to emails, and sorting mail
- Work as a host during holidays, assisting the food and beverage team.
Concierge
Lost Tree Club
10.2023 - 05.2024
- Assisted members with dinner and lunch reservations and created signage for events
- Provided comprehensive information about the club's facilities
- Worked as a host during holidays, supporting the food and beverage team.
Front Desk Agent
South Beach Group Hotels
04.2022 - 07.2022
- Managed the entire guest experience from arrival to departure, ensuring a seamless check-in and check-out process while adhering to hotel standards
- Provided exceptional guest service by addressing inquiries, resolving issues, and offering personalized recommendations about the hotel and local attractions
- Efficiently handled multiple tasks such as managing reservations, processing payments, and coordinating with housekeeping and other departments to meet guest needs
- Answered phone calls with professionalism, assisting guests with reservations, modifications, and special requests
- Organized and distributed mail and packages, ensuring timely delivery to guests and hotel departments.
Guest Services Coordinator
Hilton Sao Paulo Morumbi
12.2012 - 04.2014
- Contributed to back-office operations, facilitating seamless communication and collaboration between departments including concierge, front desk, housekeeping, and food and beverage to ensure adherence to Hilton's service standards
- Played a key administrative role in maintaining workflow efficiency by supporting the execution of daily tasks and ensuring compliance with established protocols
- Worked closely with department heads to address guest issues, streamline processes, and enhance overall guest satisfaction
- Ensured consistent application of brand standards across all guest-facing departments, contributing to the hotel's reputation for excellence.
Cabin Crew Member
Qatar Airways
04.2010 - 12.2011
- Ensured the safety and comfort of passengers on international flights by conducting thorough pre-flight safety checks and consistently adhering to Qatar Airways' rigorous safety protocols
- Delivered exceptional customer service by anticipating passenger needs, providing personalized assistance, and addressing in-flight requests with professionalism and efficiency
- Conducted detailed safety demonstrations and provided clear instructions during emergency situations, ensuring passenger compliance and understanding
- Assisted passengers with boarding and disembarkation, including offering specialized support to those with disabilities, families with children, and other passengers requiring extra care
- Managed the in-flight service experience, including meal and beverage service, while maintaining the highest standards of cleanliness and organization throughout the cabin.
Server
Marriott Waterfront Baltimore Hotel
05.2009 - 11.2009
- Provided exceptional service in the banquets department, consistently delivering a five-star dining experience that exceeded guest expectations
- Played a key role in coordinating and executing high-profile events, ensuring that all guest needs were met with professionalism and attention to detail
- Recognized for excellence in service and selected for a cross-training opportunity in the front office, where I gained valuable experience in guest check-in/check-out processes, reservations management, and guest relations.
Server
The Polo Club of Boca Raton
10.2008 - 04.2009
- Provided five-star service in a prestigious country club, delivering personalized and attentive service to members and their guests in a fine dining environment
- Ensured strict adherence to Polo Club standards, maintaining the highest levels of professionalism and service quality in every interaction
- Anticipated the needs of members and guests, offering tailored recommendations and responding promptly to requests to enhance their dining experience.
Education
Double Master's: MBA + Master in Team Management and Leadership -
ENEB - European Business School of Barcelona
10.2025
Executive Certificate in Hospitality and Tourism Management - undefined
Florida Atlantic University
Associate's Degree in Human Resources Management - undefined
Universidade Nove de Julho
01.2015 - 05.2017
Skills
Guest Experience Management
Languages
Portuguese
Native or Bilingual
English
Native or Bilingual
Spanish
Full Professional
French
Full Professional
Timeline
Concierge
Lost Tree Club
10.2023 - 05.2024
Front Desk Agent
South Beach Group Hotels
04.2022 - 07.2022
Associate's Degree in Human Resources Management - undefined
Universidade Nove de Julho
01.2015 - 05.2017
Guest Services Coordinator
Hilton Sao Paulo Morumbi
12.2012 - 04.2014
Cabin Crew Member
Qatar Airways
04.2010 - 12.2011
Server
Marriott Waterfront Baltimore Hotel
05.2009 - 11.2009
Server
The Polo Club of Boca Raton
10.2008 - 04.2009
Front Desk Agent
Snake River Lodge and Spa
5 2024 - Current
Double Master's: MBA + Master in Team Management and Leadership -
ENEB - European Business School of Barcelona
Executive Certificate in Hospitality and Tourism Management - undefined
Florida Atlantic University
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