NIL SARMENTO
Catania
Summary
After years of working in the hospitality industry, I am eager to advance my career by adding an academic certification and thus boosting my expertise in the field. I believe that Malta offers the perfect environment to succeed since the market provides a wide range of job opportunities and colleges that will aid me in keeping up with the cutting-edge methodologies that aim to meet customers' highest demands.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Hospitality Operator
Costa Crociere
12.2024 - 07.2025
- Maintained a professional demeanor at all times and managed difficult customer interactions with diplomacy
- Utilized a CRM system to manage customer records and track the status of customer inquiries
- Monitored customer interactions and identified trends in customer inquiries
- Processed customer inquiries and complaints in multiple languages, resulting in improved customer satisfaction
- Utilized computer systems to efficiently manage bookings and reservations
- Maintained a clean and organized reception area
- Greeted and welcomed guests in a friendly and personable manner
- Processed payments accurately and efficiently
- Developed and maintained a database of customer contact information for marketing purposes
Hospitality Operator
Costa Crociere
12.2023 - 07.2024
- Maintained a professional demeanor at all times and managed difficult customer interactions with diplomacy
- Utilized a CRM system to manage customer records and track the status of customer inquiries
- Monitored customer interactions and identified trends in customer inquiries
- Processed customer inquiries and complaints in multiple languages, resulting in improved customer satisfaction
- Utilized computer systems to efficiently manage bookings and reservations
- Maintained a clean and organized reception area
- Greeted and welcomed guests in a friendly and personable manner
- Processed payments accurately and efficiently
- Developed and maintained a database of customer contact information for marketing purposes
Hospitality Operator
Costa Crociere
03.2023 - 10.2023
- Maintained a professional demeanor at all times and managed difficult customer interactions with diplomacy
- Utilized a CRM system to manage customer records and track the status of customer inquiries
- Monitored customer interactions and identified trends in customer inquiries
- Processed customer inquiries and complaints in multiple languages, resulting in improved customer satisfaction
- Utilized computer systems to efficiently manage bookings and reservations
- Maintained a clean and organized reception area
- Greeted and welcomed guests in a friendly and personable manner
- Processed payments accurately and efficiently
- Developed and maintained a database of customer contact information for marketing purposes
- DECEMBER 2023 | JULY 2024 | DECEMBER 2024 — JULY 2025
Hotel Receptionist
Slaviero Hoteis
10.2021 - 12.2022
- Maintained a clean and orderly reception area to impress and welcome visitors.
- Offered outstanding hospitality throughout client visits, aiding positive customer experiences and loyalty.
- Captured and processed client information, entering data into online systems for wider company use.
- Handled incoming telephone calls, taking accurate messages, and relaying them to personnel to support timely communication.
- Processed and distributed incoming correspondence to relevant staff, facilitating team communication.
Booking Agent
Hotel Manaíra
11.2016 - 01.2018
- Successfully handled day-to-day operations such as scheduling meetings, managing calendars, and booking travel arrangements
- Assisted customers with booking and cancellation requests
- Provided administrative support to the executive team, such as taking minutes, preparing documents and reports, and booking conference rooms
- Assisted clients with booking appointments, selecting treatments, and understanding the benefits of each service
- Coordinated travel arrangements, including booking flights, hotel accommodations, and ground transportation.
Bar Manager
Sheraton
08.2014 - 06.2016
- Created a series of creative and innovative cocktails that increased sales by 17%
- Managed a staff of bartenders, resulting in improved efficiency and customer satisfaction
- Collaborated with the kitchen staff to ensure a smooth and efficient food and drink service
- Developed and implemented a comprehensive training program for new staff that resulted in a decrease in customer complaints
- Implemented a new inventory system that reduced wastage and increased profits
- Developed and maintained relationships with key suppliers, resulting in a reduction in the cost of ingredients
Bartender
MSC Crociere
07.2013 - 04.2014
- Used conflict resolution techniques to diffuse tense situations and maintain a positive atmosphere
- Adjusted drink recipes to customers' preferences
- Exceeded customer service expectations by providing friendly and courteous service to all guests
- Correctly interpreted customer orders and prepared drinks according to the establishment's standards
- Conducted daily/weekly cleaning tasks to maintain an orderly, sanitary work environment
- Organized and inventoried bar supplies
Education
International Relations
UNINTER
Brazil11.2022
Computer Sciences
UNIPE
Brazil01-2011
Skills
- Communication Skills
- Ability to Work in a Team
- Customer Service
- Fast Learner
- Ability to Multitask
- Microsoft Office
- Computer Skills
- Problem-solving
- Teamwork and collaboration
- Troubleshooting
Certification
- SKILL PASS Certification for Tourism and Hospitality with C1 in English Proficiency, Issued by Skill Pass Malta on 10/12/2024.
- IELTS English Proficiency C1.
Languages
Portuguese
English
French
Spanish
Italian
Timeline
Hospitality Operator
Costa Crociere
12.2024 - 07.2025
Hospitality Operator
Costa Crociere
12.2023 - 07.2024
Hospitality Operator
Costa Crociere
03.2023 - 10.2023
Hotel Receptionist
Slaviero Hoteis
10.2021 - 12.2022
Booking Agent
Hotel Manaíra
11.2016 - 01.2018
Bar Manager
Sheraton
08.2014 - 06.2016
Bartender
MSC Crociere
07.2013 - 04.2014
International Relations
UNINTER
Computer Sciences
UNIPE
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