Ana Teresa Belo

• Responsible for managing the groups, conferences & events department successfully
• Enhanced departmental performance, achieving significant revenue increases and higher client acquisition rates during a transitional period.
• Proactively gained new contracts and nurtured existing client relationships, ensuring loyalty and satisfaction while driving repeat business.
• Created tailored proposals via CVENT, providing innovative solutions that aligned with client needs and the hotel’s strategic objectives.
• Collaborated with Official Entities, Revenue Managers and Sales Executive colleagues to build strategic partnerships and secure high-value contracts, strengthening the hotel's market position.
• Managed the hotel’s KPI performance for the Groups, Conferences & Events Department preparing monthly and annual reports to monitor progress and achieve set goals.
• Developed and implemented annual budgets, ensuring alignment with revenue objectives and optimal resource allocation to support sales initiatives.
• Served as the primary liaison between clients and hotel departments, ensuring smooth coordination and flawless delivery of conferences and events.

• Managed high-value contracts for accommodation, conferences & events with up to 400 guests, and revenues exceeding 200k while ensuring the seamless coordination of all event logistics and client requirements.
• Increased revenue through proactive upselling of F&B outlets, hotel rooms, and event venues, delivering tailored solutions to enhance client satisfaction and maximize profitability.
• Created and presented personalized offers and quotations for rooms, venues, and event services thought CVENT ensuring proposals met client expectations and upheld the hotel’s premium brand image.
• Collected payments and issued manual invoices, maintaining precise financial records and ensuring compliance with the hotel’s financial policies and monthly budgets.
• Strengthened business relationships with suppliers to provide personalized elements for events and conferences, enhancing the guest experience and ensuring premium-quality services.
• Secured new event contracts directly, leveraging strong client relationships and market knowledge to drive business growth.
• Conducted client meetings, showcases, and site inspections, highlighting the hotel’s unique offerings and ensuring alignment with client needs and expectations.
• Monitored hotel attrition rates and negotiated adjustments to ensure compliance with contractual obligations while maximizing occupancy and minimizing financial risk.
• Provided on-site support during events, acting as the primary liaison between clients and the hotel to ensure all requests were fulfilled promptly and professionally.

• Assisted managing daily hotel operations during shifts, ensuring all activities adhered to The Leading Hotels of the World (LHW) and Les Clefs d'Or standards for luxury service excellence.
• Oversaw Viking River Cruises operations at the hotel, coordinating services for up to 4 boats per week and accommodating over 200 guests per vessel, ensuring a seamless and enjoyable stay.
• Enhanced F&B outlet reservations by up 75%, leveraging strategic guest engagement and promoting in-house dining experiences tailored to group preferences.
• Utilized SAP - TMS programs to efficiently manage guest reservations, room assignments, and operational logistics for individual and group bookings.
• Processed financial transactions using Ingenico and 3C payment systems, ensuring accuracy and compliance with payment security standards for both individual and group guests accounts.
• Reviewed and analyzed guest feedback via ReviewPro, promptly resolving complaints, celebrating positive reviews, and using insights to improve service delivery.
• Served as the senior hotel representative during shifts, providing leadership and handling escalated guest concerns with professionalism and empathy.
• Facilitated smooth operations for Viking group arrivals and departures, including transportation coordination, luggage handling, and special requests, while adhering to LQA service protocols.
• Trained and mentored junior staff, ensuring team adherence to LHW and Les Clefs d'Or service standards and fostering a culture of excellence.

• Warmly greeted and welcomed guests upon arrival, ensuring first impressions reflected the standards of The Leading Hotels of the World (LHW) and Les Clefs d'Or.
• Created bespoke agendas and itineraries tailored to individual guest preferences, including personalized recommendations for cultural experiences, private tours, and exclusive events.
• Secured reservations at highly sought-after Michelin-starred restaurants and other exclusive venues, leveraging a strong network of industry connections to fulfill even the most challenging requests.
• Maintained excellent relationships with local suppliers—including luxury transportation providers, high-end boutiques, and private tour operators—to ensure seamless delivery of premium services.
• Fostered strong connections with guests during their stay, proactively addressing their needs and preferences to create a memorable and personalized experiences.
• Built and maintained a detailed Guest History In House Database, ensuring accurate records of preferences and past experiences to enhance future visits.
• Collaborated with in-house teams, including housekeeping and F&B, to ensure delivery of personalized in-room amenities and exceptional service throughout the guest’s stay.
• Trained junior team members in delivering services aligned with LHW and Les Clefs d'Or standards, ensuring consistency and excellence across the concierge team.

• Provided exceptional guest service in line with The Leading Hotels of the World (LHW) service standards, ensuring memorable and personalized experiences for every guest.
• Utilized SIHOT hotel management software for efficient handling of reservations, guest profiles, check-in/check-out procedures, and real-time room availability management.
• Processed payments using Ingenico payment systems, ensuring secure, accurate, and efficient transactions for all guests.
• Managed hotel room inventory, closely monitoring availability to maximize occupancy and prevent overbooking, while ensuring smooth operations during peak seasons.
• Handled overbooking situations effectively, finding suitable alternative solutions or upgrades for guests, ensuring their satisfaction and maintaining hotel standards.
• Coordinated seamless check-in and check-out processes, ensuring accuracy in guest information and reservations, and providing prompt, professional service at all times.

• Adapted quickly to new software such as Newhotel PMS and Ingenico payments, demonstrating a strong ability to learn and grow within the role.
• Streamlined check-in and check-out processes, efficiently managing paperwork and payment transactions with a high level of accuracy and attention to detail.
• Assisted in managing guest reservations, inquiries, overbookings, and cancellations across multiple OTAs and hotel platforms, ensuring smooth operations.
• Conducted regular room inspections to ensure compliance with housekeeping standards and maintain high-quality guest experiences.
• Supported the management and monitoring of hotel laundry operations, ensuring consistent adherence to department and hotel standards.

Tivoli Marina Vilamoura Algarve Resort

• Addressed and resolved guest complaints and concerns to enhance overall satisfaction and maintain high service standards.
• Developed and updated Hotel Guest Directories and Guidelines, ensuring clear communication and adherence to brand standards.
• Coordinated and processed applications for special hotel licenses such as LER, de SPA Music, and IGAG, ensuring compliance with legal and operational requirements.
• Monitored and managed inventory levels to prevent overstocking or shortages, ensuring the availability of essential and high-demand items.
• Oversaw the management of the Guest Complaints Book, ensuring compliance with legal procedures and delivering prompt, professional resolutions to guest concerns.