Humerto Pedro De Gouveia

• Managing the daily operations of the business by overseeing all staff members to ensure they are following company policies and performing their job duties properly.
• Ensuring that all guests are welcomed, treated respectfully and accommodated efficiently according to their needs.
• Ensuring that all FOH staff members are trained in proper customer service skills and techniques in order to deliver high quality service to all guests.
• Setting training/development plans for all FOH employees and monitor their performance/development to ensure that they are performing up to brand standards.
• Ensure Rota is done, holidays taken, absences recorded - absences forms completed, O2O meetings monthly done.
• Ensure department's targets are monitored and achieved, and incentives given/paid - Employee recognition,
• Follow up with Groups and Meetings specifications and follow up with any requirements.
• Create SOPs and monitor its implementation.
• Deal with difficult complaints, directly, through email or Guest Relations - Concerto and Third Parties.
• Complete daily reporting.
• Organise team-outs.

• Deal with Telephone, emails and diary management.
• Book meetings, take minutes and make travel and hotel arrangements.
• Assist with general admin and research tasks; maintain updated spreadsheets and prepare reports.
• According to company policies and procedures, manage personal and confidential documents considering the importance of deadlines.
• Assist in the day-to-day maintenance of properties, deal with tenants' queries verbally and in written form.
• Produce monthly rental statements; arrange annual gas and electrical safety checks. Carry out regular property visits to ensure all buildings are in good order and give feedback regarding any issues noted during visits.
• Collaborate with the management to resolve and follow up with any pending issue.
• Took detailed, accurate meeting minutes, collating and promptly distributing to relevant staff for swift action.

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• Monitor and analyse daily the front desk activity to guarantee ongoing compliance with performance and brand standards. Oversee lobby operations and hotel amenities such as concierge and valet services, function rooms, fitness centre and parking.
• Engage with guests and provide general assistance as requested; ensure that all guest complaints were dealt promptly, whether directly, through GA, third parties, emails or telephone.
• Meet and greet VIP guests and large corporate clients upon arrival; coordinating the special services and facilities available to extended-stay guests; demonstrate in-depth knowledge of all credit procedures and ensure they were applied correctly by overseeing billing processes, including credit card charges.
• Provide knowledge of all hotel products, services, policies and emergency procedures. Proactively sell and up-sell hotel facilities and services.
• Track guest satisfaction reports and implement actions to improve results. Ensure that all tasks and checklists were performed according plan and brand standards.
• Coordinate staff training and monitoring their development with one2one meetings. Help to maintain good levels of motivation within the team.
• Execute SOPs and Memos, implement and follow-up of new procedures. Complete the department's Rota two weeks in advance, ensuring the enjoyment of holidays and the follow-up on requests.
• Action the end of moth reposts - department's targets performance, staff incentives, sales ad up-sells, financial reports - ensuring good stock levels by submitting POs through Birch Street.

• Greet and assist guests entering the hotel - farewell customers and welcome them back.
• Process check-ins and outs, track readiness of rooms and resolve any late and disputed charges.
• Make reservations for accommodation, restaurants and function rooms - oversee daily arrangements for the conference rooms. Identify and follow up with any special requests.
• Answer emails, operate the switchboard, organise building security passes, complete designated cashier and closing reports in the system.
• Guests' billing and company invoicing checks.
• Cash float checks and complete internal financial procedures.
• Coordination of all F&B daily tasks, at the bar, lounges and in the Fine Dinning Restaurant and Brasserie - place orders for the different departments of the hotel.
• Etc.

• Designing data acquisition trials, assessing results and analysing trends; applying the statistical methodology to complex data, using statistics to make forecasts and provide projected figures.
• Presenting information in various formats; supervising junior statistical staff, liaising with colleagues and attending meetings.
• Providing ad hoc advice and guidance to managers and staff at all levels, sometimes by delivering courses and training sessions.
• Performing risk assessments in collaboration with the departments' managers on crucial business activities and using this information to guide audits should cover.
• Providing support and guidance to management on how to handle new opportunities and agreeing on recommendations with relevant staff members to improve operations.
• Preparing reports to highlight issues and problems, delivering the reports to the relevant managers. Assess how well the business was complying with rules and regulations, and informing management of any issues that need to be addressed.

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