Fernanda Fernandes
Rome
Summary
Passionate hospitality professional dedicated to creating memorable experiences for others while also enjoying them myself. Lifelong commitment to learning and thriving on contributing to company growth and delivering tangible results. Expertise in leading small groups, providing exceptional customer service, problem-solving, quick thinking, anticipating needs, and maintaining a strategic and people-centered approach.
Overview
11
11
years of professional experience
Work History
Conservation Volunteer
Projeto Tamar
12.2014
- Guiding visits to school groups and tourists in the visitor center, focusing on environmental awareness;
- Tourist entertainment / entertainment;
- Sea turtle feeding, tank maintenance and rescue of endangered animals;
Groups and MICE Reservations
BZAR Hotels
06.2023 - Current
- Management of high-volume reservation requests for multiple events (including series and allotments);
- Leisure and business groups;
- Contracting;
- Strategy (Direct contact with the revenue team)
- Meetings and events planning
Front Office Supervisor
Free Hostels Roma
10.2021 - 06.2023
- Reservations management (OTA and direct booking)
- Revenue planning
- Housekeeping management
- General front office duties
Receptionist (Shift Leader)
Nau Hotels and Resorts - Salgados Palace
04.2019 - 11.2020
- Check In and Check Out; Customer service; Billing;
- Ensure guest satisfaction; Complaint management; Daily reports;
- Intermediate/advanced use of Opera Software;
Hostess
Cervejaria Brasão
10.2018 - 03.2019
- Welcoming customers at the front door;
- Management of reservations trough phone calls, emails and social media;
- Ensure customer satisfaction in person, collect feedback and reply to customers reviews online (TripAdvisor, Zomato and Google);
- Restaurant layout;
Internship (Front Office)
NAU Hotels & Resorts - Salgados Palace
04.2018 - 06.2018
- Check In and Check Out; Customer service;
- Concierge;
- Opera Software;
Ride Operator
Casino Beach Pier, LCC
06.2017 - 09.2017
- Operation of the general attractions;
- Guest Relations: managements of complaints and information desk;
- Cashier;
Volunteer (Sea Turtle Conservation)
Turtle Foundation
07.2016 - 08.2016
- Monitoring the spawning and nesting area ;
- Member of a dedicated environmental education initiative for local children;
Monitor (Intern)
Aquário de Ubatuba
03.2014 - 06.2014
- Guided tour and monitoring of small school groups in the aquarium circuit;
- Animal care;
- Development of satisfaction surveys
Education
Specialization Course - Revenue Management
Sesef (Università Di Tor Vergata)
Rome, ItalyTurismo -
Universidade Católica Portuguesa
06.2018
Biologia - com ênfase em ecologia
Universidade Veiga de Almeida
05.2015
Exchange Program - General English
David Game College
11.2013
Exchange program - General English
ISI English Language School
10.2013
Skills
- Ability to manage complaints, obtained by the direct contact with the customer at the reception
- Good written and verbal communication in 4 different languages
- Active listener
- Time management and organization
- Adaptability and resilience
Communication Skills
- Good communication skills, acquired through professional experiences in different cultural environments.
- Sensitivity to meet the different needs of each audience.
Languages
Portuguese
English
Italian
Spanish
Timeline
Groups and MICE Reservations
BZAR Hotels
06.2023 - Current
Front Office Supervisor
Free Hostels Roma
10.2021 - 06.2023
Receptionist (Shift Leader)
Nau Hotels and Resorts - Salgados Palace
04.2019 - 11.2020
Hostess
Cervejaria Brasão
10.2018 - 03.2019
Internship (Front Office)
NAU Hotels & Resorts - Salgados Palace
04.2018 - 06.2018
Ride Operator
Casino Beach Pier, LCC
06.2017 - 09.2017
Volunteer (Sea Turtle Conservation)
Turtle Foundation
07.2016 - 08.2016
Conservation Volunteer
Projeto Tamar
12.2014
Monitor (Intern)
Aquário de Ubatuba
03.2014 - 06.2014
Turismo -
Universidade Católica Portuguesa
Biologia - com ênfase em ecologia
Universidade Veiga de Almeida
Exchange Program - General English
David Game College
Exchange program - General English
ISI English Language School
Specialization Course - Revenue Management
Sesef (Università Di Tor Vergata)
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