Angela Almeida
Lisbon
Summary
Experienced Manager who has been working in the Leisure, Travel & Tourism industry, in diverse roles, both 'on the road' and in office positions for about 20 Years.
On the road and with direct contact with groups of people of different nationalities, personalities, backgrounds, cultures, and religions, developed interpersonal skills creating group relationships based in harmony, tolerance, and respect. Excellent in problem/conflict resolution based in mutual understanding and respect.
Strong resistance, resilience, and practical approach to issues. This has been key to be stress free when under pressure.
Always willing to learn more and flexible to try new things.
Working in different departments, businesses, and roles to gain experience by working with cross functional teams, understand the cycle of a product and its components, provide, and improve customer satisfaction and develop skills in Team Management.
Motivational and collaborative person who believes in constructive teamwork, in sharing best practices and knowledge with the teams to succeed.
Positive by nature and when dealing with challenges, believing always in solutions.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Tour Delivery Manager
Collette
03.2023 - 05.2024
- Responsible for hiring, scheduling, and training Tour Managers in Portugal, Spain, France, Netherlands, Belgium, Scandinavia, Iceland, and River Cruises
- Supported the team of Tour Managers with creating an authentic travel experience for customers by delivering the company's products with the highest quality
- Performance Management of + 100 Tour Managers by increasing their excellence scores, creating goals and develop improvement plans through training and mentoring.
- Promoting and creating healthy relationships among all members of the teams, by listening each one of them individually and acknowledging their issues and state of mind
- Resolving conflicts among the teams
- Implemented quality control measures for all deliveries, resulting in fewer errors and increased customer satisfaction.
- Acted as a liaison between the delivery team and upper management, effectively communicating concerns and suggestions for improvements.
Product Design Manager & Extensions Coordinator
Collette
01.2022 - 01.2023
- Improved product design by conducting thorough research and development testing on various components.
- Work closely with the contracting team to ensure effective negotiation of high-quality products
- Conduct comprehensive research on innovative programs, trending destinations and world events
- Collaborate with Marketing, Inventory and Sales teams to ensure that brochures, websites, and marketing collateral reflect the actual products that are designed
- Coordinate more than 100 Pre and Post Extensions, making sure that the same liaise with base tours, confirmation of vendors and verification of traveler's tour documents.
- Oversaw vendor relationships related to outsourced design components, ensuring high-quality deliverables while adhering to budgetary guidelines.
- Regularly reviewed analytics data to monitor user behavior patterns, informing improvements in overall product functionality and aesthetics.
- Evaluated competitor offerings to identify areas of opportunity for differentiation through unique design elements.
- Spearheaded brainstorming sessions aimed at generating innovative ideas for new product features or enhancements to existing ones.
- Maintained positive vendor relations to build strong partnerships.
Regional Destination Manager - Spain & Portugal
Collette
01.2017 - 01.2022
- Led a team of approximately 35 professionals in providing top-notch customer service and creating memorable experiences for guests.
- Mentored junior team members fostering professional growth within organization.
- Evaluated performance metrics regularly, identifying areas for improvement and implementing necessary changes swiftly.
- Working cross-functionally and collaboratively to ensure alignment of tour delivery to established strategic direction
- Work with Product Development team to ensure there is proper quality control for all programs
- Look for opportunities for continuous improvement through enhanced communication and integration of goals across Product and Tour Management
- Work closely with Product Design on new concept development on new and existing tour programs, logistics, barriers, on road execution for consistency of product delivery.
- Conducted market research to identify trends and opportunities for growth in the travel industry.
- Maintained close relationships with local community leaders ensuring alignment between our business objectives and community needs.
- Created comprehensive training programs for staff members, enhancing their knowledge about the destinations offered and improving overall service quality levels delivered to clients.
Tour Manager
Collette
01.2010 - 12.2017
- Responsible for organizing, planning, and conducting long distance expeditions, travel, and tours for groups, making sure that the travel runs smoothly from venue to venue without any issue
- Maintained detailed records of all aspects of the tours planning process to ensure a smooth operation from start to finish.
- Coordinated special requests from clients such as dietary requirements or accessibility needs to ensure a seamless travel experience for all participants.
- Utilized social media platforms effectively for promotion and engagement with potential customers, increasing brand awareness within target markets.
- Optimized scheduling of activities based on group dynamics which enhanced overall travel experience.
- Experience leading diverse groups with diverse interests: cultural tours, religious tours, river cruises, etc.
- Experience leading bus tours across Continents: Led tours in the following countries: Portugal, Spain, France, Germany, Netherlands, Belgium, Poland, Italy, Iceland, All Scandinavia, UK, Ireland, Scotland, Greece, Austria, Switzerland, Czech Republic, Hungary, All Baltic Countries, Croatia, Slovenia, Bosnia, Montenegro, Serbia, Slovakia, Russia, Morocco, India, Thailand, USA.
- Built strong relationships with clients, resulting in a considerable number of referrals and positive reviews.
- Sustained friendly, courteous communications with visitors throughout each tour.
- Built personal relationships with guests to promote positive experiences.
- Engaged positively with patrons and staff members, displaying enthusiasm and knowledge of travel areas.
- Greeted guests warmly and explained what to expect on travel tours.
Portuguese Official Tour Guide / Tour Manager
Freelance
01.1999 - 01.2010
- Developed customized tour content for diverse visitor groups, addressing their specific interests and needs.
- Increased overall customer satisfaction by consistently delivering high-quality tours with enthusiasm and professionalism.
- Provided exceptional customer service by promptly addressing visitor concerns, questions, or complaints during tours.
- Maintained up-to-date knowledge on site history, current events, and relevant facts to provide accurate information during tours.
- Supported the growth of tourism in the area by promoting local businesses, events, and attractions during guided tours.
- Effectively managed time to ensure all scheduled stops were visited while maintaining a comfortable pace for visitors.
- Built personal relationships with guests to promote positive experiences.
- Always maintained a professional appearance and demeanor while representing the organization; projecting a positive image that encouraged repeat visits from satisfied guests.
- Demonstrated adaptability with changing schedules or unforeseen circumstances while still maintaining a professional demeanor throughout each tour experience.
- Developed strong relationships with local businesses, leading to increased promotion and collaboration for site attractions.
- Ensured guest safety and satisfaction by adhering to strict tour guidelines and policies.
Groups & Events Coordinator
The Westin CampoReal
01.2008 - 01.2009
- Understanding and identifying the requirements for each event or group stay
- Overseeing and managing all event operations
- Overseeing issues that may come up at events and acting quickly to resolve problems
- Interacting and negotiating with vendors to achieve the most favorable terms, securing optimal pricing and service quality for events.
- Planning events while paying particular attention to time and budget
- Running final tests on the day of the event to ensure that everything meets standards
- Working with clients to guide them through event details and serving as their personal coordinator throughout the entire planning process and the event.
- Gathered and organized materials to support operations.
- Managed budgets effectively, optimizing allocation of resources to maximize event impact.
- Managed administrative logistics of events planning, event booking, and event promotions.
- Delivered exceptional customer service to attendees, addressing concerns promptly and professionally.
- Selected and Coordinated florists, photographers, and musicians for events, refreshments, decor, and event materials
- Enhanced attendee experience by meticulously planning and executing engaging event agendas.
- Led cross-functional teams in the execution of successful events, fostering collaboration and communication among all stakeholders.
Port Cruise Supervisor
MacAndrews
- Responsible for organizing, overseeing, and coordinating all aspects of the port call, from booking berth allocations and services ahead of the vessel's arrival to finalizing the accounts and other paperwork after the vessel has sailed.
- Coordinated essential services such as bunkering, waste disposal, fresh water supply, ensuring seamless operations for vessels in port.
- Maintained a safe working environment by adhering to port safety regulations and conducting regular inspections.
- Leveraged extensive knowledge of maritime laws and regulations in navigating complex legal situations during vessel visits at the port effectively.
- Expedited vessel clearance procedures for reduced turnaround times and increased customer satisfaction.
- Managed challenging situations effectively, such as delays or disputes, with diplomacy and professionalism, ensuring minimal disruption to port operations.
- Managed vessel schedules proactively for efficient berth allocation and smooth operations at the port.
- Boosted operational performance by effectively managing the arrival and departure of vessels at the port.
- Enhanced port efficiency by streamlining communication between ship owners, pilots, and terminal operators.
- Assisted in emergency response efforts within the port area when required, coordinating resources efficiently for swift resolution of incidents.
- Developed strong relationships with clients, leading to increased business opportunities and long-term partnerships.
- Contributed to environmental sustainability initiatives by promoting eco-friendly practices within port operations.
- Collaborated with cargo handlers to optimize loading and unloading processes, minimizing delays.
- Facilitated smooth customs clearance processes through timely document submission and effective communication with authorities.
- Provided exceptional support to captains, crews, and passengers through proactive problem-solving and attentive customer service.
Sales Executive
Solplay Hotel
- Make lists of potential clients seeking a hotel for accommodation or venue
- Contact customers via calls or arranged meetings to discover their needs and requirements
- Prepare and present sales proposal to potential clients, highlighting the best features and qualities of the hotel
- Provide customers with a list of available services and their accompanying prices and offer discounts when necessary
- Assist clients in selecting the most appropriate service that best meet their specifications and needs
- Oversee the booking and reservation of space in a hotel to ensure availability and proper arrangement
- Collaborate with other hotel staff to ensure clients have an enjoyable time
- Coordinate and organize the details of an event such as catering, lodging, seating, and security
- Maintain contact with clients to obtain feedback and to discuss opportunities for future business deals
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Researched sales opportunities and leads to exceed sales goals and increase profits.
- Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention.
- Established and maintained positive relationships with vendors to determine product availability and quality.
Trainee
Club 1840 Abreu
- Assisting the Incoming and Outgoing Department
- Understanding and meeting customers' needs
- Using geographical knowledge to help customers find a suitable package holiday or plan independent travel
- Making bookings and payments using online computer systems
- Advising customers about passports, insurance, visas, vaccinations, tours, and vehicle hire Informing customers of changes like cancelled flights
- Learned new materials, processes, and programs quickly.
- Shadowed senior team members to learn all related jobs and tasks.
- Participated in on-the-job training, working closely with supervisors and coworkers, and asking appropriate questions.
- Attended training courses to build understanding of processes, techniques, and industry.
Trainee
Direção Geral De Turismo - Portuguese Tourist Board
- Finding information using computer systems, leaflets, timetables, guidebooks, and national tourist information data
- Updating National Tourist Information Data
- Keeping up to date with local accommodation, places to visit, activities and events
Sales Attendant
Super Confex Maconde
- Assisted in maintaining a clean, organized retail environment for optimal shopping experience.
- Tracked stock using company inventory management software.
- Fulfilled orders and sourced products to meet rigorous customer delivery schedules.
- Maintained customer satisfaction with quick and professional handling of product returns.
Education
Bachelor's Degree - Graduate - Tourism
ISLA - Instituto Superior De Linguas E Administração - Higher Institute of Languages And Administration
Lisbon, PortugalLicenciatura - First Cycle Degree - Graduate - Tourism Information
Escola Superior De Hotelaria E Turismo Do Estoril
LisbonSkills
- Event Management
- Tourism
- Hospitality Industry
- Performance Management
- Customer Service
- Interpersonal Skills
- Leadership
- Staff Training and Development
- Effective problem solving
- Client Relations
- Staff Oversight
Certification
- Certified Portuguese Tour Guide, Ministério do Emprego e Segurança Social, 17/23054/1068
- Certified Tour Guide / Director, ETOA - European tourism association
- Clean & Safe Seal, Turismo de Portugal
Languages
Portuguese
Native
English
Fluent
Spanish
Fluent
French
Basic
Italian
Basic
Weaknesses
- Sometimes Impatient - WIP to fix it
- Perfectionist - struggles if it is not well done - WIP to fix it
- Stubborn - WIP to fix it
Hobbies and Interests
- Pet Lover - walking my 5 dogs to the beach
- Reading
- Dancing
Timeline
Tour Delivery Manager
Collette
03.2023 - 05.2024
Product Design Manager & Extensions Coordinator
Collette
01.2022 - 01.2023
Regional Destination Manager - Spain & Portugal
Collette
01.2017 - 01.2022
Tour Manager
Collette
01.2010 - 12.2017
Groups & Events Coordinator
The Westin CampoReal
01.2008 - 01.2009
Portuguese Official Tour Guide / Tour Manager
Freelance
01.1999 - 01.2010
Port Cruise Supervisor
MacAndrews
Sales Executive
Solplay Hotel
Trainee
Club 1840 Abreu
Trainee
Direção Geral De Turismo - Portuguese Tourist Board
Sales Attendant
Super Confex Maconde
Bachelor's Degree - Graduate - Tourism
ISLA - Instituto Superior De Linguas E Administração - Higher Institute of Languages And Administration
Licenciatura - First Cycle Degree - Graduate - Tourism Information
Escola Superior De Hotelaria E Turismo Do Estoril
- Certified Portuguese Tour Guide, Ministério do Emprego e Segurança Social, 17/23054/1068
- Certified Tour Guide / Director, ETOA - European tourism association
- Clean & Safe Seal, Turismo de Portugal
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