Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Timeline
Generic
KATIA NOGUEIRA

KATIA NOGUEIRA

Brisbane,Australia

Summary

Adept at driving satisfaction scores with a hands-on approach and motivational team management style. Dedicated to improving service, retaining loyalty and building long-lasting relationships with guests. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

22
22
years of professional experience

Work History

GUEST RELATIONS MANAGER

Macquarie Bank
08.2021 - Current
  • Work on the reception desk, overseeing and management of the day-to-day reception, catering, cafe and audio visual /equipment functions within Guest Relations
  • Responsible for overseeing the training and development of the reception team; ensuring training records of the Guest Relations Department are maintained and up to date
  • Manage MRBS (meeting booking system) – ensuring all reservations are entered to the required standard
  • Ability to lead and develop a team
  • Responsible for the recruitment and training of all Reception / Boardroom Attendant / Temp staff
  • Monitor direct reports set objectives ensuring they are being met and achieving them, conduct staff performance reviews as well as probationary period meetings
  • Conduct team meetings and regular catch ups with direct reports
  • Provide guidance and support for local and broader team
  • This includes complaint handling, feedback management, standards, and client service delivery
  • Ensure staff rosters and rotations are meeting the operational demands of the business
  • Control / manage temporary staff costs / expenses to meet budget requirements
  • Event Management – Delivery of events from the initial booking, lead up and on the day
  • Including catering, audio visual equipment, compiling function sheets, performing regular planning, and testing checks, set up/breakdown of furniture and catering equipment as requested by the client
  • This includes liaison and coordination with external catering/equipment companies, internal business stakeholders
  • Responsible for building excellent relationship with potential and existing clients
  • Hire, train and manage work team, coordinating daily activities

FUNCTIONS MANAGER

HURLEY GROUP HOTEL, IVORY WATERSIDE MARINA TWEED HEADS
08.2020 - 06.2021
  • Www.ivorywaterside
  • Responsible for building excellent relationship with potential and existing clients
  • Develop actions to maintain a high level of customer satisfaction
  • Hire, train and manage work team, coordinating daily activities
  • Prepare budgets and ensure adherence, as well as negotiate with suppliers and sales people
  • Ensure the conclusion of the event efficiently solving any problem that may arise along the schedule.

GUEST RELATION MANAGER

BRISBANE MARRIOTT HOTEL
09.2018 - 06.2020
  • Responsible for assisting VIP hotel guests through continuous actions and procedures to improve the services provided and increase customer satisfaction
  • Document, monitor and work to resolve any guest demands and concerns
  • Liable for ensuring and providing flawless, upscale, professional and high-class guest service experiences
  • Ensure special guests, like disabled people, the elderly, children and VIPs, receive personalized services
  • Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
  • Manage Executive Lounge team (10 staff members) to ensure we comply with all standard procedures
  • Appraise team’s performance and produce regular reports
  • KEY ACHIEVEMENT:
  • I analysed customer feedback and provided strategic direction, continuously improving the overall rating from 42% to 93%.

FUNCTIONS & EVENTS MANAGER

CELISSA.CO| BRISBANE AUSTRALIA
08.2012 - 08.2018
  • Www.celissa.co, Responsibility for the entire planning, organisation, and execution of the following events of up to 2000 people across two venues (The Met and GPO)
  • Ensure complete customer satisfaction through excellent management of all resources available for the event, managing a budget of $ 20,000
  • Guide customers through the premises, helping them to visualize the events and build a positive opinion
  • Coordinate and train the entire work team, ensuring the efficiency of operations and excellent customer service
  • KEY ACHIEVEMENTS:
  • Increased sales of Weekly International Night by over 200% within 2 years (from 300 to 1000 people)
  • Achieved $80k and $50k respective profits in 2016 and 2017 for NYE Party.

EVENTS MANAGER

LINK AUSTRALIA STUDENTS SERVICE
05.2012 - 12.2012
  • Www.linkaustralia.net/, Responsible for ensuring complete student satisfaction through excellent communication
  • Create procedures to improve the student experience, through personalized support
  • Responsible for developing administrative activities in general
  • Create events to promote the agency and boost sales
  • Create invoices, processes, and receipt of payments

NATURA COSMETICOS
01.1999 - 01.2010
  • Conduct research, control documents and information; perform data updates, providing effective administrative assistance
  • Organize schedules and appointments, ensuring the administration of the executive's daily activities
  • Assist with strategies to make everyday tasks more organized
  • Anticipates any executive needs, offering immediate support
  • Responsible for the president's personal finances
  • KEY ACHIEVEMENTS:
  • I started my activities in the company as a casual employee, covering the secretaries’ holidays
  • Due to my dedication and commitment, I was promoted to the Secretary position of the Executive Director
  • After a while, the company promoted me to Executive Secretary position of the current vice presidency, fulfilling all the goals established
  • Finally, I received my last upgrade and worked as Executive Secretary of the presidency, building a successful career during my time in the company
  • Executive administrator

Education

Diploma of Business -

Image School

Diploma of Management - undefined

Australian Business School
2014

Diploma of Event Management - undefined

Martin College
2012

Bachelor of Psychology - undefined

Unip University
2008

Skills

  • New Hire Training
  • Cash Register Operations
  • Superior Organizational Skills
  • Guest Relations Management
  • Event Support
  • Customer Service Expertise
  • Staff Meetings

Affiliations

I am a client focused and highly organised professional with extensive experience in customer service and administrative processes. My main objetive is to use my excellent communication and interpersonal skills to provide specialized administrative support, collaborating with everyone involved in a work project. I have been committed to ensuring service excellence and continuous improvement in business processes and activities throughout my career. I'm looking for a new job opportunity where I can be part of a proactive team in an environment of constant growth, that values diversity and flexibility. KEY EXPERIENCE Proven experience providing efficient administrative support to facilitate day-to-day office operations, supporting the financial, logistics, purchasing, commercial, travel and customer service areas. Experience implementing policies and procedures that encourage good practices. Solid experience in developing excellent customer relationships, through efficient communication aiming at transmitting clarity and confidence to exceed customer expectations. Excellent experience helping customers achieve their goals through a differentiated support. Great performance in clarifying doubts and complaints with a high level of response and problem solving. Experience managing documents, information, files and updating the database. Experience working in a business, school and hospitality environment. MAIN SKILLS Excellent skills to persuade and influence people, which allow me to have advantages in a negotiation process. Proven ability to meet deadlines without compromising standards of service and quality. Outstanding attention to detail and accuracy in work activities. Excellent interpersonal and business support capability. Confidence to work in an environment of high workload and pressure. Ability to demonstrate flexibility and adaptability to constant changes.

Languages

Portuguese
Native or Bilingual
Spanish
Full Professional
English
Full Professional

Timeline

GUEST RELATIONS MANAGER

Macquarie Bank
08.2021 - Current

FUNCTIONS MANAGER

HURLEY GROUP HOTEL, IVORY WATERSIDE MARINA TWEED HEADS
08.2020 - 06.2021

GUEST RELATION MANAGER

BRISBANE MARRIOTT HOTEL
09.2018 - 06.2020

FUNCTIONS & EVENTS MANAGER

CELISSA.CO| BRISBANE AUSTRALIA
08.2012 - 08.2018

EVENTS MANAGER

LINK AUSTRALIA STUDENTS SERVICE
05.2012 - 12.2012

NATURA COSMETICOS
01.1999 - 01.2010

Diploma of Business -

Image School

Diploma of Management - undefined

Australian Business School

Diploma of Event Management - undefined

Martin College

Bachelor of Psychology - undefined

Unip University

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KATIA NOGUEIRA