Mariana Araújo
Summary
I'm a customer experience leader with a background in building and scaling global service operations. As Head of Guest Experience at Houst, I lead an international team and developed systems that helped us deliver consistent, high-quality support across multiple markets.
I care deeply about creating thoughtful, human-centered experiences for both customers and teams and I work best in environments where trust, transparency, and impact matter. I enjoy solving complex operational challenges, improving processes, and helping people do their best work, wherever they are in the world.
Overview
16
16
years of professional experience
Work History
Global Head of Guest Experience
Houst
03.2022 - Current
- Lead a global team responsible for 24/7 guest support across multiple platforms. My role is focused on improving service quality, streamlining operations, and making sure guests have a smooth and positive experience from start to finish.
- Direct daily operations, resource planning, and scheduling across a 24/7 multilingual support team, ensuring full global coverage.
- Recruit, coach, and develop a high-performing team, with a focus on growth, ownership, and resilience.
- Lead cross-functional collaboration between Guest Experience, Tech, Operations, and Product teams, acting as the main escalation point for high-impact cases.
- Manage and improve CRM workflows and communication requests using AI tools to improve efficiency and reduce human error.
- Create and track KPIs to monitor team performance and guest satisfaction, including response time, issue resolution time, communication quality, and 5-star review percentage.
- Lead internal training and onboarding for new tools/systems, improving verification and guest logistics workflows.
- Standardize processes and escalations through Looker-based dashboards and data analysis to inform strategic decisions.
- Represent the guest perspective across the business, pushing forward improvements in service standards, processes, and product experience.
Global Customer Service Manager
Houst
02.2020 - 03.2022
- Led, managed and directed the daily operations and resource planning for the Guest Experience department (33 agents).
- Managed 24/7 staffing process, including recruiting, interviewing, hiring, shifts/holidays schedule.
- Ensured that the Guest Experience team works in collaboration with all other business functions.
- Established and analyzed performance metrics, service levels, and requirements for objectively measuring service levels and team performance.
- Checked policies, processes, tools, and procedures that ensured a great guest experience and consistent high-quality interactions (between teams and customers).
- Coached the Guest Experience team on using Houst's multiple customer support tools while explaining/communicating the CRM best practices to ensure efficiency.
- Gave team members regular feedback to help them improve their work and reduce the likelihood of delivering poor-quality work.
- Tracked guest satisfaction and established a customer-centric culture in the Guest Experience team, ensuring that the team was going the extra mile to engage customers.
- Was in charge of delivering a great customer experience across all stages of the customer journey.
- Was the escalation point for complex situations that the team required support in the resolution.
- Raised red flags wherever the business process needed correction to ensure the customer had a seamless experience with the company.
- Took a deep interest in the day-to-day and career development of the Guest Experience team members.
Global Customer Service Team Leader
Hostmaker
09.2019 - 02.2020
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Streamlined team processes for increased efficiency and productivity.
- Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
Senior Customer Service Specialist
Hostmaker
02.2019 - 09.2019
- Mentored junior team members, sharing best practices and fostering a supportive work environment conducive to growth.
- Provided support during high-traffic periods, maintaining professionalism under pressure and minimizing disruptions in service levels.
- Maintained comprehensive knowledge of company products and services to provide accurate information and guidance to customers.
- Streamlined communication between customers and internal teams, resulting in increased collaboration and problem resolution.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Customer Service Specialist Iberia
Hostmaker
09.2018 - 02.2019
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
Corporate Sales Account Manager
HF Hotels
05.2017 - 12.2017
- Market prospection and prepare a weekly agenda in terms of multi-segment meetings;
- Negotiate and contract new and existing accounts, as well as recover lost accounts;
- Analyze and propose new partnerships;
- Weekly report and monitoring of customers;
- Performance Management per Client and Channel;
- Competitor analysis and market forecasting;
- Analyze various online channels and OTAs;
- Conduct Hotels Site Inspections;
- Customer service and problem solving;
- Analyze Segments results (Corporate, Mice and Trade);
- Define new strategies;
- Participation in fairs.
Front Office Agent
HF Hotels
06.2015 - 05.2017
- Register guest reservations;
- Welcome guests as soon as they arrive with great care and attention and take care of them from their arrival through to departure;
- Contribute to guests' permanent satisfaction by providing high quality services throughout their stay;
- Help meet the department's quantitative targets by carrying out sales initiatives;
- Help encourage customer loyalty by building friendly, personalized relationships;
- Ensure that administrative procedures never take priority over guest relations;
- Anticipate guests' needs and takes them into consideration;
- Handle any guest complaints and/or remarks, providing a response as soon as possible;
- Have an impeccable attitude which conveys the image of the brand and hotel;
- Complete all tasks linked to the guest's arrival and departure in compliance with internal procedures;
- Inform guests about any particular conditions or formalities during the stay, and about the services offered by the hotel;
- Handle phone calls;
- Pass information on as necessary to other departments and to other members of the front-desk team;
- Ensure that all the documents, products and provisions needed for the department and/or guests are available and up-to-date;
- Handle reservations;
- Promote the range of services offered by the hotel to increase sales;
- Apply and actively support the hotel's pricing policy;
- Respect the procedures concerning invoicing and cash operations;
- Manage the cash under his/her responsibility;
- Ensure that the workplace remains clean and tidy;
- Know and apply the hotel's security regulations;
- Ensure the safety of the people and property within the hotel.
Hostess
HF Hotels
05.2015 - 06.2015
- Welcome guests as soon as they arrive with great care and attention;
- Contribute to guests' permanent satisfaction by providing high quality services throughout their stay;
- Help encourage customer loyalty by building friendly, personalized relationships;
- Anticipate guests' needs and take them into consideration;
- Handle any guest complaints and/or remarks, providing a response as soon as possible;
- Have an impeccable attitude which conveys the image of the brand and hotel;
- Inform guests about any particular conditions or formalities during the stay, and about the services offered by the hotel;
- Ensure that all the documents, products and provisions needed for the department and/or guests are available and up-to-date;
- Promote the range of services offered by the hotel to increase sales;
- Apply the hotel's pricing policy;
- Respect the procedures concerning invoicing and cash operations;
- Manage the cash under his/her responsibility;
- Ensure that the workplace remains clean and tidy;
- Know and apply the hotel's security regulations;
- Ensure the safety of the people and property within the hotel.
Freelance Translator
Freelance
01.2015 - 05.2015
Front Office Agent
HF Hotels
11.2014 - 12.2014
- Collaborated with housekeeping staff to ensure rooms were ready for guests upon arrival.
- Updated hotel information systems regularly, enabling accurate record keeping and seamless communication between departments.
- Provided exceptional concierge services by making restaurant reservations or arranging transportation for guests upon request.
- Managed guest complaints effectively, ensuring prompt resolution and maintaining customer loyalty.
- Handled sensitive guest information discreetly, maintaining confidentiality and trust at all times.
- Trained new employees on front office procedures, contributing to a consistent guest experience across all team members.
Front Office Trainee
HF Hotels
05.2014 - 08.2014
- Enhanced guest satisfaction by providing exceptional front desk service and addressing inquiries promptly.
- Handled challenging situations effectively, resolving guest complaints in a professional manner.
- Coordinated with maintenance staff to address any facility issues promptly, ensuring minimal disruption to guests'' experiences.
- Performed administrative tasks such as filing paperwork, updating databases, and organizing documentation for easy access by team members.
- Ensured smooth communication between front office staff and other departments, fostering a collaborative work environment.
Sales Associate
Inditex
10.2009 - 04.2011
- Selling and upselling products
- Answering questions about products and services
- Maintaining dressing rooms
- Serve as cashiers
- Complete transactions on computerized POS systems.
Education
Bachelor's degree - Tourism and Travel Services Management
Instituto Superior De Contabilidade E Administração Do Porto
01.2015
Skills
- Detail-oriented approach
- Cross-functional teamwork
- Customer engagement
- Effective problem resolution
- Prioritization and scheduling
- Effective multitasking
- Maintains focus during challenging circumstances
- Attentive listening
- Friendly, positive attitude
Languages
Portuguese (Native or Bilingual)
English (Full Professional)
Spanish (Full Professional)
HOBBIES
- Traveling and learning about different cultures
- Running - not my favorite, but I've made it a personal challenge; I've completed one half marathon and am training for my next in two months
- Indoor spinning
- Solving Sudoku puzzles
- Exploring new coffee shops and finding the best matcha lattes
- Walking in nature and discovering new trails
Timeline
Global Head of Guest Experience
Houst
03.2022 - Current
Global Customer Service Manager
Houst
02.2020 - 03.2022
Global Customer Service Team Leader
Hostmaker
09.2019 - 02.2020
Senior Customer Service Specialist
Hostmaker
02.2019 - 09.2019
Customer Service Specialist Iberia
Hostmaker
09.2018 - 02.2019
Corporate Sales Account Manager
HF Hotels
05.2017 - 12.2017
Front Office Agent
HF Hotels
06.2015 - 05.2017
Hostess
HF Hotels
05.2015 - 06.2015
Freelance Translator
Freelance
01.2015 - 05.2015
Front Office Agent
HF Hotels
11.2014 - 12.2014
Front Office Trainee
HF Hotels
05.2014 - 08.2014
Sales Associate
Inditex
10.2009 - 04.2011
Bachelor's degree - Tourism and Travel Services Management
Instituto Superior De Contabilidade E Administração Do Porto
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