Tânia Nogueira
Midlothian
Summary
Determined and enthusiastic professional with strong organisational and leadership skills, coupled with great customer service. Demonstrated success in problem-solving and team management, ensuring smooth front office operations and guest satisfaction. Committed to enhancing operational efficiency and contributing positively to revenue growth.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Front Office Manager
Apex Hotels
Edinburgh, EDH
07.2022 - Current
- Cultivated a professional environment through effective staff management.
- Enhanced customer satisfaction by addressing and resolving complaints promptly.
- Boosted guest loyalty with excellent service delivery.
- Oversaw financial transactions at the front desk, maintaining accuracy and integrity at all times.
- Liaised with different departments, ensuring seamless communication.
- Managed inventories of office supplies-ensured availability of necessary items at all times.
- Conducted regular performance reviews, promoting continuous improvement amongst staff members.
- Streamlined front office operations for improved efficiency.
- Implemented new procedures for increased productivity within the team.
- Managed room bookings, resulting in smooth check-in and check-out processes.
- Handled reservation enquiries effectively, providing accurate information to potential guests.
- Trained new staff members to uphold service standards.
- Facilitated swift problem resolution in case of any issues or disputes raised by customers or staff members alike.
- Assisted guests during their stay, creating a positive experience.
- Ensured smooth and efficient running of shift, delivering daily shift briefings to advise team of special events or VIP guests.
- Facilitated revenue forecasting by anticipating occupancy levels and inventory availability.
- Boosted customer satisfaction ratings, increasing Booking.com Review Score (2022-2024) from 8.3 to 8.6, by constantly evaluating, addressing and ensuring effective communication of guest feedback across all departments.
- Boosted team morale and engagement, reducing staff turnover by 90%.
- Used up-selling techniques to promote room upgrades and breakfast/ dinner covers at the front-desk, generating over £85.000 in additional income FY24/25.
- Created and submitted progress reports to upper management.
- Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
- In charge of schedules, rotas and workloads to promote productivity.
- Resolved team conflicts and assisted with identified problems to maintain sense of teamwork.
Hotel Assistant Manager
Carfraemill Hotel
Lauder, The Scottish Borders
06.2021 - 01.2022
- Handled guest queries, fostering a welcoming environment.
- Assisted reception, making check-in and check-out processes smoother.
- Facilitated smooth running of bar and restaurant area, improving dining experience.
- Improved guest satisfaction by promptly addressing complaints and requests.
- Assisted event planners with venue set-up.
- Visually inspected rooms to ensure they met hotel standards.
- Ensured arrivals list was up-to-date, communicating changes to housekeeping and restaurant teams.
- Worked with reception staff to communicate room availability and readiness for incoming guests.
- Provided support during peak arrival and departure times, managing multiple tasks at once.
- Developed accurate sales forecasts for improved strategic planning.
Hotel General Manager
BELVER HOTEL PRÍNCIPE REAL
Lisbon, Distrito de Lisboa
11.2019 - 01.2021
- Handled administrative tasks efficiently, promoting smooth hotel operations.
- Led team meetings, fostering a culture of transparency and accountability.
- Maintained excellent relationships with suppliers to ensure timely deliveries.
- Ensured compliance with health and safety regulations for guest wellbeing.
- Increased customer retention with proactive problem-solving approaches.
- Managed all hotel operations, ensuring high-quality service delivery.
- Implemented cost-saving strategies to minimise unnecessary expenditure.
- Maximised occupancy rates by optimising reservation and housekeeping processes.
- Managed hotel budgets through careful planning and business strategy.
- Forecasted occupancy demand and monitored staff availability to create balanced, cost-effective shift schedules.
- Developed and implemented hotel-wide policies and procedures to increase revenue.
Front Office Manager
BELVER HOTEL DA ALDEIA
Albufeira, Distrito de Faro
01.2019 - 10.2019
- Managed room bookings, resulting in smooth check-in and check-out processes.
- Liaised with different departments, ensuring seamless communication.
- Oversaw financial transactions at the front desk, maintaining accuracy and integrity at all times.
- Trained new staff members to uphold service standards.
- Facilitated swift problem resolution in case of any issues or disputes raised by customers or staff members alike.
- Managed inventories of office supplies-ensured availability of necessary items at all times.
- Handled reservation enquiries effectively, providing accurate information to potential guests.
- Coordinated with housekeeping to ensure rooms were ready for new arrivals.
- Assisted guests during their stay, creating a positive experience.
- Facilitated revenue forecasting by accurately anticipating guest movement, occupancy levels and inventory availability, liaising with Commercial Department.
Hotel Operations Assistant
ADVENTURE HOTEL HOF
Hof, ICELAND
01.2018 - 11.2018
- Generated reports as required, aiding decision-making process.
- Assured smooth operation with proper inventory management.
- Promptly resolved queries for enhanced customer satisfaction.
- Developed standard operating procedures for consistency across the organisation.
- Assisted with day-to-day operations of facility, including scheduling and customer service.
- Responded to inquiries, providing information and assistance to team members.
- Served as main point of contact for customers, providing high levels of customer service to maximise sales potential.
HEAD OF RESERVATIONS
BELVER HOTEL DA ALDEIA
Albufeira, Distrito de Faro
02.2017 - 10.2017
- Kept up-to-date inventory records to avoid overbooking or underbooking issues.
- Developed promotional strategies for higher room occupancy during off-peak seasons.
- Maintained excellent communication with guests prior to arrival for smooth check-in process.
- Collaborated closely with sales team on corporate bookings, enhancing business relationships.
- Updated reservation policies, leading to fewer cancellations and no-shows.
- Monitored competitor activities for benchmarking hotel services and pricing strategy.
- Negotiated rates with travel agencies to maximise profit margins.
- Assisted FO during peak hours, ensuring seamless service delivery.
- Maintained accurate records of bookings on HMS and forecasted probable revenue streams.
- Created rate plans and worked with revenue manager to boost occupancy and average daily room rates.
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
- Communicated reservation confirmations to guests via email.
- Dealt with high-volume calls and emails competently to meet service targets.
- Acted as first point of contact for customers to resolve potential issues with reservations.
- Applied upselling strategies to achieve revenue increase through car hire and tour bookings.
SALES - GROUP RESERVATIONS COORDINATOR
HOTEL PREMIUM PORTO AEROPORTO
Porto, Distrito do Porto
10.2015 - 06.2016
- Streamlined team communication by implementing effective coordination strategies.
- Troubleshot potential problems before escalation, preventing major disruptions.
- Coordinated project tasks for successful and timely completion.
- Facilitated cross-departmental meetings for improved collaboration efforts.
- Explored new opportunities whilst maintaining focus on core responsibilities.
- Liaised with external parties to ensure seamless project execution.
- Negotiated contracts with suppliers, securing favourable terms.
- Managed multiple projects, ensuring organisation and efficiency.
- Addressed customer complaints and resolved issues.
- Managed and prioritised varied and busy workload to meet deadlines.
- Managed databases and information systems, maintaining accurate and accessible records.
- Build and maintained strong relationships with partners and key stakeholders.
- Adapted to unforeseen challenges with proactive, flexible approach.
Education
POST-GRADUATION - TOURISM
FACULDADE DE LETRAS
Porto, Distrito do Porto 09.2012 - 06.2014
Bachelor's - MANAGEMENT AND MARKETING
UNIVERSIDADE DE AVEIRO
Aveiro, Distrito de Aveiro 09.2006 - 09.2010
Skills
- Reception management
- Service-Oriented attitude
- Hotel management software proficiency
- Room inventory management
- Revenue generation techniques
- Customer Service
- Interpersonal communication
- Team Leadership
Languages
Portuguese
English
Spanish
French
Polish
Icelandic
Slovakian
Custom
Edinburgh
Affiliations
- Travel and reading. Animals and Nature.
Timeline
Front Office Manager
Apex Hotels
07.2022 - Current
Hotel Assistant Manager
Carfraemill Hotel
06.2021 - 01.2022
Hotel General Manager
BELVER HOTEL PRÍNCIPE REAL
11.2019 - 01.2021
Front Office Manager
BELVER HOTEL DA ALDEIA
01.2019 - 10.2019
Hotel Operations Assistant
ADVENTURE HOTEL HOF
01.2018 - 11.2018
HEAD OF RESERVATIONS
BELVER HOTEL DA ALDEIA
02.2017 - 10.2017
SALES - GROUP RESERVATIONS COORDINATOR
HOTEL PREMIUM PORTO AEROPORTO
10.2015 - 06.2016
POST-GRADUATION - TOURISM
FACULDADE DE LETRAS
09.2012 - 06.2014
Bachelor's - MANAGEMENT AND MARKETING
UNIVERSIDADE DE AVEIRO
09.2006 - 09.2010
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