Mews
Mickael Passos
Cluster General Manager
Vila Nova de Gaia,13
Summary
Resourceful and detail-oriented professional with a successful track record in leading operations across diverse hospitality portfolios. Enhances guest experiences through strategic partnerships and meticulous attention to detail. Manages diverse teams, optimizes workflow processes, and implements strategic initiatives to improve service quality and operational efficiency. Demonstrates expertise in steering budget management and cost control processes, ensuring profitability through meticulous financial planning, revenue optimization, and effective resource allocation. Possesses excellent communication and interpersonal skills. Adept at fostering a positive work environment and maintaining strong relationships with staff, guests, and vendors.
Overview
12
12
years of professional experience
4
4
Languages
Work History
Cluster General Manager North of Portugal
Village by Boa & Quinta da Barroca
Porto & Armamar, Porto
01.2022 - Current
- Oversee daily operations of a diverse portfolio including 38 apartments and 35 rooms while ensuring top-notch amenities such as a gym, outdoor and indoor swimming pools, event space, breakfast services, and concierge support are provided
- Ensure seamless integration of outsourced functions such as housekeeping, maintenance, F&B, and gardening services
- Coordinate events and group activities, forming strategic partnerships to elevate the guest experience
- Enhanced the review results for Village by Boa to achieve 4.9 on Google, 9.5 on Booking.com, and 5 on TripAdvisor
- Developed and implemented SOPs from scratch, laying the groundwork for consistent and efficient property management
- Pioneered the pre-opening phase of the hotel as the inaugural employee, building the foundation for operational excellence
- Led the rapid launch of the property by recruiting a dynamic team and establishing Standard Operating Procedures within 30 days
- Managed a team of 20 to 30 individuals to foster high staff retention rates through effective leadership and collaboration with in-house staff and external partners
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Hotel Manager
Lavandeira Douro Nature & Wellness
Baião, Porto
01.2021 - 01.2022
- Streamlined the implementation of Unlock Boutique Hotels SOPs to enhance operational efficiency and guest satisfaction
- Developed and maintained comprehensive menus for breakfast and poolside service, focusing on cost control and quality assurance
- Executed the successful pre-opening of the hotel, setting the standard for operational excellence and guest services
- Directed the planning and execution of weddings and large-scale events, ensuring smooth operations for occasions with more than 200 guests, thereby elevating the overall guest experience
- Steered the expansion of the property, adding 14 suites, a restaurant, SPA facilities, an additional outdoor swimming pool, event space with over 300-person capacity, and breakfast service offerings resulting in enhancing guest amenities and revenue streams
Restaurant Manager
Armazem do Sushi
Leca Da Palmeira, Porto
01.2021 - 12.2021
- Developed menus for executive lunch and à la carte dinner, focusing on variety, quality, and customer satisfaction
- Prepared meticulous mise-en-place for lunch and dinner services to ensure efficient and timely meal preparation
- Managed daily purchasing to ensure the availability of fresh and high-quality products while maintaining vendor relationships
- Minimized food costs and reduced waste by adopting and implementing technical sheets aimed at ensuring efficient use of resources
- Coordinated opening and closing operations for a 50-seat restaurant to ensure smooth daily functioning and excellent customer service
- Optimized profitability by maintaining a balance between purchases and sales through the execution of rigorous cost control measures
Assistant Hotel Manager
Torel Boutiques (Torel Avantgarde and Torel Palace Porto)
Porto, Porto
01.2019 - 01.2021
- Prepared and managed a prestigious centennial Palace in the heart of the city, featuring 24 rooms, a Michelin-starred chef-led restaurant, and an outdoor pool aimed at elevating the guest experience
- Coordinated the seamless opening of the Palace while overseeing all aspects to ensure a smooth transition and successful launch
- Managed and supervised the reception and housekeeping team to ensure the delivery of exceptional service standards and guest experiences
- Ensured a luxurious and memorable stay for guests by controlling and supervising in-room amenities
- Provided support and supervision for food and beverage operations to maintain high standards of quality and guest satisfaction
- Hired/managed a highly qualified team across multiple hotel departments to foster a culture of excellence and deliver exceptional service
Export Department
Evofabrics by Damaceno & Antunes
Maia, Porto
01.2017 - 01.2019
- Oversaw the scheduling, documentation, and logistics of international shipments to ensure timely and accurate delivery of products to global clients
- Maintained clear and effective communication with international clients to provide updates on the shipment status, resolve issues, and address inquiries to ensure high levels of customer satisfaction
- Ensured all export activities complied with international trade regulations and standards, including customs documentation, export licenses, and compliance with trade laws
- Arranged transportation, negotiated shipping rates, and tracked the movement of goods from origin to destination by liaising with freight forwarders, carriers, and other logistics partners
Assistant Manager
Rosa et Al Townhouse
Porto, Porto
01.2016 - 01.2017
- Oversaw and ensured exceptional guest experiences by addressing inquiries, resolving complaints, and maintaining high standards of customer service
- Coordinated daily operations of the townhouse, including housekeeping, maintenance, and front desk activities to ensure smooth and efficient functioning
- Assisted in budget preparation, expense management, and financial reporting while ensuring adherence to financial targets and cost control measures
- Organised and oversaw special events and functions hosted at the townhouse, from initial planning stages through execution to ensure seamless and successful events
- Managed and mentored a team of hospitality staff, including scheduling, performance reviews, and ongoing training to maintain a skilled and motivated workforce
Assistant Front-Office Manager
Vintage House
Pinhão, Vila Real
01.2016 - 12.2016
- Ensured high levels of customer satisfaction by promptly addressing guest concerns, providing personalized service, and overseeing check-in/check-out processes
- Managed daily front-office operations, including reservations, room assignments, and billing, to ensure smooth workflow and operational efficiency
- Collaborated with housekeeping, maintenance, and other departments to coordinate guest services and resolve any operational issues swiftly
- Implemented and maintained front-office standards and procedures, conducted regular audits, and ensured compliance with company policies and hospitality regulations
- Assisted in budget management, monitored daily revenue and expenses, and contributed to financial reporting and forecasting
- Supervised front-office staff, conducted training sessions, and scheduled shifts while maintaining a cohesive/motivated team environment
Front Office Agent
Intercontinental Porto, Palácio das Cardosas
01.2013 - 01.2016
- Ensured adherence to InterContinental Hotels Group Standard Operating Procedures for optimal operational efficiency and continuous improvement
- Championed loyalty programs, focusing on the expansion and strengthening to enhance guest retention
- Managed night audit processes to maintain precision and effectiveness during night operations
- Supervised and mentored the team as Shift Leader to foster a productive work environment
- Facilitated the integration and training of interns, contributing to the development of a skilled workforce
- Generated approximately €10K in additional revenue through successful management of upsell and walk-in programs within one year
Education
Earned 150 ECTS credits - Tourism
Instituto Politécnico de Gaya
Secondary School - undefined
Colégio de Gaia
Skills
Accomplishments
Over the past tree years, I have had the privilege of being part of the opening team of our establishment, during which we achieved remarkable ratings, with an impressive score of 9.5 on various booking platforms and an exceptional 4.9 in Google reviews, with more than 1000 reviews combined. This success is a testament to the dedication of my team and our unwavering commitment to excellence.
Languageproficiencies
- Portuguese
- English
- French
- Spanish
Software
Opera
Protel
Office
Google Tools
Football Fan
As a dedicated football player with over 12 years of experience, I have honed valuable skills in leadership, teamwork, and discipline.
Timeline
Cluster General Manager North of Portugal
Village by Boa & Quinta da Barroca
01.2022 - Current
Hotel Manager
Lavandeira Douro Nature & Wellness
01.2021 - 01.2022
Restaurant Manager
Armazem do Sushi
01.2021 - 12.2021
Assistant Hotel Manager
Torel Boutiques (Torel Avantgarde and Torel Palace Porto)
01.2019 - 01.2021
Export Department
Evofabrics by Damaceno & Antunes
01.2017 - 01.2019
Assistant Manager
Rosa et Al Townhouse
01.2016 - 01.2017
Assistant Front-Office Manager
Vintage House
01.2016 - 12.2016
Front Office Agent
Intercontinental Porto, Palácio das Cardosas
01.2013 - 01.2016
Secondary School - undefined
Colégio de Gaia
Earned 150 ECTS credits - Tourism
Instituto Politécnico de Gaya
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