Eliane Da Silva Gomes
Summary
Experienced tourism and hospitality professional with over a decade of dedicated service. Adept in providing exceptional customer experiences, I have honed my skills in guest relations, problem-solving, and team collaboration. With a passion for ensuring the highest level of customer satisfaction, I am seeking to leverage my extensive industry knowledge and commitment to excellence in a new opportunity.
Overview
9
9
years of professional experience
Work History
Hostel Manager
St. Christopher Inn Gare Du Nord
06.2021 - 09.2023
- Oversaw daily hostel operations, including check-ins, check-outs, reservations, and room assignments.
- Supervised and managed a team of 23 staff members, including front desk receptionists, housekeeping, and maintenance.
- Resolved guest complaints and conflicts professionally and efficiently, maintaining a high level of guest satisfaction.
- Ensured compliance with local regulations, health and safety standards, and industry best practices.
- Implemented and enforced security and safety measures, ensuring the safety of guests and staff.
- Provided exceptional customer service to guests, resolving issues, and ensuring a pleasant stay.
Hostel Supervisor
St. Christopher Inn Gare Du Nord
12.2018 - 06.2021
- Supervised and provided guidance to front desk receptionists, housekeeping staff, and other team members.
- Sought guest feedback and implemented improvements based on their suggestions.
- Coordinated with the team to create a welcoming and comfortable environment for guests.
- Addressed maintenance and repair needs to enhance the hostel's appearance and functionality.
Front Desk Receptionist
St. Christopher Inn Gare Du Nord
01.2018 - 12.2018
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
Front Desk Receptionist
Toc Hostel & Suites
10.2015 - 12.2017
- Trained new team members on company procedures, customer service and issue resolution.
- Sorted and delivered mail and packages upon arrival to correct staff members and departments.
- Completed all tasks in compliance with company policies and procedures.
Waitress
TOC TOC TAPAS
09.2015 - 10.2015
- Greeted new customers, discussed specials, and took drink orders.
- Bussed and reset tables to keep dining room and work areas clean.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
Front Desk Receptionist Intern
TOC Hostel & Suites
03.2015 - 09.2015
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
Education
Bachelor's - Tourism
Coimbra School of Education
Coimbra, Portugal 05.2016
Erasmus Program - Tourism Management
Alma Mater Studiorum - Università Di Bologna
Rimini, Italy 02.2015
Skills
- Customer Service
- Teamwork
- Organizational Skills
- Problem-Solving
- Adaptability
- Multilingualism
Languages
Portuguese
Native or Bilingual
English
Full Professional
Spanish
Native or Bilingual
French
Full Professional
Timeline
Hostel Manager
St. Christopher Inn Gare Du Nord
06.2021 - 09.2023
Hostel Supervisor
St. Christopher Inn Gare Du Nord
12.2018 - 06.2021
Front Desk Receptionist
St. Christopher Inn Gare Du Nord
01.2018 - 12.2018
Front Desk Receptionist
Toc Hostel & Suites
10.2015 - 12.2017
Waitress
TOC TOC TAPAS
09.2015 - 10.2015
Front Desk Receptionist Intern
TOC Hostel & Suites
03.2015 - 09.2015
Bachelor's - Tourism
Coimbra School of Education
Erasmus Program - Tourism Management
Alma Mater Studiorum - Università Di Bologna
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