Maria Domingas Queiroz de Andrada

I run a river company with two luxury hotel ships with a total of 104 cabins and capacity for 208 guests, which operates luxury cruises on the Douro River between April and December.

Serve as official representative of organisation to public groups or government agencies.

I make sure that the ships meets health, safety and security regulations and licensing laws.

Negotiate with vendors and service providers to control corporate expenditures.

I make sure all guests receive a high quality of service, I deal with customers’ complaints and other problems.

Built and maintain loyal, long-term customer relationships through effective account management.

Establish strong rapport with stakeholders to enhance business credibility.

Identify and resolved operational issues impacting productivity, performance or profitability.

Monitor operations to assess and highlight results.

Maintain organisational compliance with applicable legislation and regulations.

I hire and train a team of 115 people distributed across various departments, nautical and hospitality.

I supervise the maintenance of the two ships, ensuring that they are in perfect technical and safety condition.

Set policies and processes outlining expectations on employee behaviour at every level.

Track KPIs to drive profitability and target delivery.

Implemented effective customer service procedures to encourage positive feedback.

Monitored and evaluated teams, identifying and targeting opportunities for improvement.

Assisted with employee relations issues, using emotional intelligence and diplomatic communication to resolve grievances.

I implement processes to improve performance in the areas of environmental protection and sustainability and provide training to employees.

Directed market research initiatives to identify emerging trends and opportunities, informing strategic business decisions.

Conducted research, producing detailed business plans for improved commercial opportunities and expansion.

Produced and implemented strategic commercial plans to grow profit and meet organisational objectives.

Formulated and executed innovative sales strategies, resulting in increased market share and revenue growth.

Exceeded sales targets by establishing goals and incremental metrics to drive commercial performance.

Managed multiple partner relationships and internal projects simultaneously in fast-paced work environment.

Negotiated contracts, securing optimum conditions for business expansion.

Designed long-term business strategy to guide leadership decision-making.

Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.

Analysed sales reports to identify trends and update strategies.

Customized promotional strategies to meet needs of different clients, products and services.

Represented organisation to public at trade exhibitions and conventions, driving awareness of River Cruises.

Supported front-line sales teams with well-coordinated administrative operations.

Employed strong product and systems knowledge to handle booking enquiries.

Planned travel itineraries for families and corporate clients with diverse needs.

Liaised with corporate booking agents to coordinate and update itineraries.

Communicated reservation confirmations to guests via post and email.

Acted as first point of contact for customers to resolve potential issues with reservations.

Maintained product knowledge to provide accurate information on local tour services.

Managed high volumes of incoming calls using VoIP system.

Represented brand to domestic and international guests with exemplary presentation skills.

Upsold guest experiences to maximise average booking value.

Conducted calls professionally and politely to maintain excellent service standards.

Completed bookings and reservation amendments using hospitality property management software.

Processed payments and online bookings with zero error.

Created and communicated clear, detailed itineraries ahead of travel.

Flights check-in, boarding and disembarking of passengers, assistance to passengers with mobility problems and unaccompanied children, lost and found.

Supervised restaurant operations and enforced food and safety standards.

Monitored servers to identify and resolve lapses in service delivery.

Adjusted restaurant team sizes and shifts with changes in traffic volume.

Harnessed tools and technologies, streamlining restaurant operations.

Organised deliveries to customers for online and to-go orders.

Trained and equipped new staff with restaurant values and standards to keep guests happy.

Managed payroll by tracking employee hours and entitlements.

Checked end-of-day finances against orders processed to minimise losses.

Recruited staff to fill vacancies and accommodate growth.

Addressed guest complaints to keep customers satisfied.

Tracked and sourced supplies to keep ingredients fresh and minimise waste.

Led by example in providing customers with attentive, professional restaurant service.

Created team building initiatives to encourage upselling and meet revenue targets.

Built loyal customer base by creating welcoming environment with top quality service.

Developed menus with strict cost controls to maximise restaurant profits.