Bersiney Carvalho
Rinchoa,11
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
11
11
years of professional experience
Work History
Reservation & Operation Manager
Hotel Praia Inhame
06.2020 - 12.2023
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Onboarded new employees with training and new hire documentation.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Technical assistance and daily support for local and remote information requests related to computer systems, software, hardware, printers and telephones.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Prepared technical design documents and specifications for internal use.
- Walked through the process of troubleshooting issues with local internet access, and responding via email using the JIRA ticketing system to ensure documentation and resolution of the issue.
- Documented processes and procedures, including troubleshooting steps, and wrote end-user instruction manuals, guides, and knowledge base articles to publish and maintain on the hotel website.
- Identified, troubleshot and corrected bugs and bottlenecks.
French Teacher
Ministry Of Education Of Sao Tome And Principe
09.2012 - 08.2023
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Communicated with students in French to foster oral proficiency.
- Utilized various teaching strategies to accommodate diverse learning styles and needs within the classroom.
- Created reading lists with materials to promote student comprehension of written French.
- Facilitated learning of French language using variety of instructional methods, resources and technological tools.
- Improved student fluency in French by incorporating immersive activities and authentic materials.
Hotel Manager
Hotel Vitória
05.2019 - 04.2020
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
Receptionist
Hotel Praia
01.2013 - 04.2019
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Maintained confidentiality of information regarding clients and company.
Education
No Degree - Hotel Management
Universidade De Évora
Evora, Portugal02.2018
Associate of Science - Public Relations And Organizational Communication
Universidade De Sao Tome And Principe
Sao Tome07.2014
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Teamwork and Collaboration
- Computer Skills
- MS Office
Languages
Portuguese
Native language
French
Advanced
C1
English
Upper intermediate
B2
Timeline
Reservation & Operation Manager
Hotel Praia Inhame
06.2020 - 12.2023
Hotel Manager
Hotel Vitória
05.2019 - 04.2020
Receptionist
Hotel Praia
01.2013 - 04.2019
French Teacher
Ministry Of Education Of Sao Tome And Principe
09.2012 - 08.2023
No Degree - Hotel Management
Universidade De Évora
Associate of Science - Public Relations And Organizational Communication
Universidade De Sao Tome And Principe
Similar Profiles
Jason YangJason Yang
QA Lead at Praia HealthQA Lead at Praia Health
Randy MorelRandy Morel
Manager at Praia da Rocha Jr Inc (Seafood Company)Manager at Praia da Rocha Jr Inc (Seafood Company)
Beatriz OliveiraBeatriz Oliveira
Volunteer at Instituto Praia LimpaVolunteer at Instituto Praia Limpa