Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
SOME QUALITIES?
References
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Carlota Marques Pereira

Carlota Marques Pereira

Lisboa

Summary

Experienced with managing and optimizing office operations to enhance productivity. Utilizes strong organizational and communication skills to ensure smooth workflow and efficient task completion. Knowledge of team collaboration techniques and adaptability in dynamic work environments.

Overview

15
15
years of professional experience

Work History

Administrative Officer

Holland America Line
2023 - 2025
  • Managed office supplies inventory, ensuring timely procurement and stock maintenance.
  • Coordinated scheduling for meetings and events, optimizing resource allocation and attendance.
  • Assisted in the preparation of reports and presentations, enhancing communication efficiency.
  • Developed filing systems that improved document retrieval speed and accuracy.
  • Streamlined administrative processes, reducing turnaround time for routine tasks.
  • Updated reports, managed accounts, and generated reports for company database.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Managed sensitive data securely by establishing strict access controls and implementing proper storage protocols.
  • Created, prepared, and delivered reports to various departments.
  • Ensured compliance with industry regulations by maintaining up-to-date knowledge of requirements and monitoring adherence to guidelines.
  • Streamlined office processes by implementing efficient administrative systems and procedures.
  • Facilitated cross-functional collaboration by acting as a liaison between departments for task coordination and information sharing.
  • Performed wide-ranging administrative, financial and service-related functions.
  • Proofread and edited documents for accuracy and grammar.
  • Trained and supervised employees on office policies and procedures.
  • Volunteered to help with special projects of varying degrees of complexity.

International Guest Services Associate

Holland America Line
01.2019 - 2023
  • Provided exceptional guest service, addressing inquiries and resolving issues promptly.
  • Assisted guests with embarkation and disembarkation processes, ensuring smooth transitions.
  • Collaborated with team members to maintain cleanliness and organization in guest areas.
  • Managed reservations and coordinated dining assignments using hospitality management systems.
  • Trained new associates on service protocols and company standards for guest interactions.
  • Implemented feedback mechanisms to enhance guest satisfaction and service quality.
  • Coordinated special requests, ensuring personalized experiences for guests throughout their stay.
  • Processed payments accurately, maintaining proper cash handling procedures and balanced registers at the end of each shift.
  • Managed front desk operations, ensuring a smooth and pleasant guest experience.
  • Resolved customer complaints diplomatically, resulting in enhanced guest relations and return visits.

Project Trainer

Teleperformance Portugal
01.2018 - 01.2019
  • Developed high-performing teams through strategic coaching and mentoring initiatives for managers and supervisors.
  • Promoted a culture of continuous improvement, implementing best practices in adult education methodologies across the organization.
  • Streamlined onboarding processes, ensuring new hires were equipped with necessary skills for success in their roles.
  • Led cross-functional teams to develop organizational competency models, providing clear career pathways and development opportunities for all employees.
  • Cultivated strong relationships with external vendors and stakeholders to secure valuable resources for ongoing professional development opportunities.
  • Established a positive learning environment by fostering open communication and encouraging feedback from all participants.
  • Organized and edited training manuals, multimedia visual aids, and other educational materials.
  • Reviewed and edited all training materials for accuracy and company policy compliance.

Front Office Manager

The Collective
01.2017 - 01.2018
  • Managed front desk operations, ensuring efficient guest check-in and check-out processes.
  • Trained new staff on front desk procedures, fostering a collaborative work environment.
  • Coordinated scheduling for appointments and meetings to optimize office workflow.
  • Oversaw inventory management for office supplies, reducing excess costs and improving availability.
  • Led initiatives to enhance guest satisfaction, resulting in positive customer reviews and repeat business.
  • Implemented an organized filing system, facilitating quick access to important documents and improving overall productivity.
  • Trained new staff members on company policies and procedures, promoting adherence to established guidelines and fostering a positive work environment.
  • Supported executive staff members with travel arrangements or meeting coordination as needed, ensuring smooth logistics and minimal disruption to daily operations.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
  • Planned and executed marketing activities to improve property brand and increase revenue.
  • Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.

Front Office Manager

Scenic Luxury Cruises & Tours
01.2015 - 01.2017
  • Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
  • Streamlined front office procedures to enhance guest experience and operational efficiency.
  • Collaborated with marketing teams to create promotional packages tailored to specific target markets, increasing bookings during seasonal lulls.
  • Assisted in coordinating special events held at the hotel property ensuring successful execution and guest satisfaction.
  • Developed procedures to establish accurate and organized check-in and check-out processes.
  • Created reports, presentations and other materials for executive staff.
  • Cultivated strong relationships with vendors and partners supporting administrative operations.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Handled escalated customer complaints efficiently, demonstrating empathy towards their concerns while resolving issues quickly.

Education

BBA - Legislative Law

Faculdade De Direito Da Universade De Lisboa
Lisboa
01-2015

Skills

  • Analytical problem solving
  • Effective teamwork
  • Strategic leadership
  • Strong verbal communication skills
  • Informed decision making
  • Procedure development
  • Office management
  • Records management
  • Documentation and control
  • Training and coaching
  • Presentation design
  • Computer skills
  • Customer service

LANGUAGES

Portuguese
Native or Bilingual
English
Native or Bilingual
Spanish
Native or Bilingual
French
Limited Working

Timeline

International Guest Services Associate

Holland America Line
01.2019 - 2023

Project Trainer

Teleperformance Portugal
01.2018 - 01.2019

Front Office Manager

The Collective
01.2017 - 01.2018

Front Office Manager

Scenic Luxury Cruises & Tours
01.2015 - 01.2017

Administrative Officer

Holland America Line
2023 - 2025

BBA - Legislative Law

Faculdade De Direito Da Universade De Lisboa

SOME QUALITIES?

With firsthand experience traveling to all continents and visiting 96 countries, I bring a truly global perspective and deep cultural awareness to every role. My passion for hospitality is rooted in a genuine appreciation for people, diversity, and new experiences. I believe that adaptability, open-mindedness, and respect for different cultures are key to creating meaningful guest experiences. I’m results-driven, consistent, and focused on continuous improvement — both personally and professionally. Known for using strong analytical and interpersonal skills to exceed goals, I thrive in dynamic environments where attention to detail and customer satisfaction are paramount.

References

Mauricio, dos Santos, Hotel Manager, Scenic, Victoria Mansions, Block 3, Office 3, Naxxar, Malta, NXR 2522, To whom it may concern, I was initially impressed with Carlota Pereira’s enthusiasm, communication skills and professional demeanor when she first joined our Company three years ago as a Front Office Manager. For the whole period that Carlota reported to me, she consistently demonstrated all of these qualities and more, and I heartily endorse her for any customer service position., Carlota is a very reliable person, dedicated and eternally upbeat with the guests and colleagues. Her ability to calm angry or frustrated guests is unparalleled, and it is because of her excellence in this area that I repeatedly asked her to mentor her colleagues. Carlota multitasks effectively and is able to handle a high-volume workload, please note that in the river cruise business every day is a working day and there is no day off. She consistently met or surpassed all weekly plans and managing tasks (including stepping over on my position when I was off duty or managing other matters)., Of particular value to me as a Hotel Director was Carlota’s team player mind-set, enthusiastic embrace of change, ability to work with minimal supervision and unwavering commitment to exceeding guests expectations. I regularly received unsolicited praise from guests commending Carlota’s outstanding level of service, professionalism and follow-through., Organized and diligent, Carlota quickly learned technology systems and software that were unfamiliar to her when she first started with Scenic, and she also attended optional professional-development seminars offered through the company., Carlota is a hardworking, top-performing guest service professional. She has my highest recommendation, and I am happy to furnish more details if you would like additional information.

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Carlota Marques Pereira