Office Excel
Vasco Leite
Miguel Reguengo Ferreira
Pemba/Mozambique
Summary
Customer-oriented General Manager with 25 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Determined with success boosting productivity and streamlining procedures for organizations. Focused on smoothly overseeing financial, personnel and operational facets. Expertly balanced targets with resources and optimized long-term success.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
25
25
years of professional experience
4
4
years of post-secondary education
6
6
Languages
Work History
General Manager
Kirimizi Hotel & Restaurante
Pemba, Mozambique
07.2020 - Current
- Prepared annual budgets with controls to prevent overages.
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Managed budget implementations, employee evaluations and contract details.
- Evaluated suppliers to maintain cost controls and improve operations.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Boosted productivity consolidating material planning, data collection, payroll and accounting programs into one system.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed effective business plans to align strategic decisions with long-term objectives.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Introduced new methods, practices and systems to reduce turnaround time.
- Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
- Developed and maintained relationships with customers and suppliers through account development.
- Assessed reports to evaluate performance, develop targeted improvements and implement changes.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
- Maximized operational excellence mentoring personnel on management principles, industry practices and company procedures.
- Identified trends in customer marketplaces to develop valuable solutions.
General Manager
Quinta do Morgado
Tavira/Algarve, Portugal
05.2017 - 03.2020
- Prepared annual budgets with controls to prevent overages.
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Boosted productivity consolidating material planning, data collection, payroll and accounting programs into one system.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed effective business plans to align strategic decisions with long-term objectives.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Introduced new methods, practices and systems to reduce turnaround time.
- Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
- Developed and maintained relationships with customers and suppliers through account development.
- Assessed reports to evaluate performance, develop targeted improvements and implement changes.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Managed budget implementations, employee evaluations and contract details.
- Evaluated suppliers to maintain cost controls and improve operations.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
- Maximized operational excellence mentoring personnel on management principles, industry practices and company procedures.
- Identified trends in customer marketplaces to develop valuable solutions.
General Manager
Diamond Resorts International, Spain and Algarve
Benalmadena, Spain
09.2016 - 03.2017
- Prepared annual budgets with controls to prevent overages.
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Boosted productivity consolidating material planning, data collection, payroll and accounting programs into one system.
- Managed budget implementations, employee evaluations and contract details.
- Utilized enterprise risk management software to improve operational insight and planning.
- Identified trends in customer marketplaces to develop valuable solutions.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Developed and maintained relationships with customers and suppliers through account development.
- Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
- Evaluated suppliers to maintain cost controls and improve operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Assessed reports to evaluate performance, develop targeted improvements and implement changes.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
ECS Capital General Manager
Algarve
09.2015 - 02.2016
- Pre opening preparation for a 200 house luxury Resort.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Used coordination and planning skills to achieve results according to schedule.
- Worked flexible hours across night, weekend and holiday shifts.
- Improved operations through consistent hard work and dedication.
- Participated in team-building activities to enhance working relationships.
- Carried out day-to-day duties accurately and efficiently.
- Exceeded goals through effective task prioritization and great work ethic.
- Conducted research, gathered information from multiple sources and presented results.
- Maintained energy and enthusiasm in fast-paced environment.
- Collaborated with team members to achieve target results.
- Led projects and analyzed data to identify opportunities for improvement.
Operations & Partnering Manager Cape
Hotel Express, Hotelstay Group, Town
Cape Town, South Africa
01.2014 - 08.2015
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Reviewed operations reports to understand numbers and trends.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Increased profit by streamlining operations.
- Provided clerical support, addressing routine and special requirements.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Prepared annual budgets with controls to prevent overages.
- Identified procedure or process changes required to improve performance and productivity.
- Assisted with projects by applying strong analytical skills and studies.
- Introduced new methods, practices and systems to reduce turnaround time.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Spearheaded department training to enhance employee performance and boost employee productivity.
- Collaborated with team to optimize workflow and achieve objectives.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Researched and reviewed information in support of daily objectives.
- Partnered with vendors and suppliers to effectively manage and budget.
- Built and reviewed master service agreements to simplify and streamline contract negotiation process.
- Formulated processes to reduce downtime and financial loss.
- Assisted in industry trade shows, interacting with consumers and answering questions.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Completed research, compiled data and assisted in timely reporting.
- Analyzed problems and worked with teams to develop solutions.
- Developed systems to track and log work issues.
- Maintained office schedule and calendar of workflow and meetings.
- Liaised with clients to assess needs and responded to inquiries.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Developed business, financial and analytical skills in fast-paced work environment.
- Developed social media content for Twitter, Instagram and Facebook.
- Produced high-quality communications for internal and external use.
- Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
- Advanced productivity KPIs to achieve key business goals and objectives.
Member Services Manager
Hotel Express International
Cape Town/ Multiple offices in SA and others, South Africa
04.2011 - 01.2014
- Responded to customer calls and emails to answer questions about products and services.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Interacted well with customers to build connections and nurture relationships.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
- Directed product flow and informed management of delays and challenges, as well as suggested resolutions.
- Trained and guided team members to maintain high productivity and performance metrics.
- Served instrumental role in organizational transformation and implementation and participated in two successful large-scale corporate restructurings.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Trained new employees on proper protocols and customer service standards.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Built loyal account base and long-term business relationships with various international hotel groups accounts.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Reduced operational risks while organizing data to forecast performance trends.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Teamed with Reservations/Customer Services/Sales departments to create organization's mission and vision statements.
- Monitored over 60 employees' day-to-day activities and made plans to rectify issues.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Eased team transitions and new employee orientation through effective training and development.
- Developed and rolled out new policies designed to bolster productivity and reduce overall operational costs.
- Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
- Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans.
- Reported issues to higher management with great detail.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Mitigated business risks by working closely with staff members and assessing performance.
- Coordinated leadership workshops to educate team members on best practices to optimize productivity.
Revenue & Reservations Director
Martinhal Beach Resort & Hotel Revenue
Sagres/Algarve, Portugal
11.2010 - 04.2011
- Responsible for pricing structure, strategy and optimization for a 38-room boutique hotel and 200 villas resort
- Controlling and supervising the reservation process and implementation of department procedures and communication's cycle
- Produce daily/monthly/yearly revenue reports for the administration
- Together with the executive team determine Budget and P&L
- To measure the hotel's position as compared to the competition
- Responsible for E-commerce supervision, build relations with internet partners and update rates and restrictions throughout all distribution channels
- Co-responsible for a 198 units Resort on Residential Tourism
- Producing Budget, P&L and responsible for compliance of goals
- The production and maintenance of guest and partners data base
- The production and electronic distribution of newsletters and promotions/flash sales
- Benchmark analysis and implementation of corrective measures, Revenue/Yielding management
- Financial analysis daily/monthly/annual reporting to the administration
- City ledger payments and credits responsible
- Website maintenance a
- Information
- Information requests
- Forms registration
- Rates insertion
- Website analysis Visibility and Productivity
- Communication cycle responsible with guests
- Anticipate and resolution of complaints
- E-commerce (Third Party Websites – ex: Booking.com,
- Expedia,Abreu Online, Splendia, Venere)
- Owner's communication
- Owners accounts
- Guest's satisfaction analysis and implementation of corrective measures
- Staff training and responsible for maintain the high levels of staff motivation
- Manager on Duty
- Co-responsible for a Resort with 198 units on Residential Tourism
- Producing Budget, P&L and responsible for compliance of goals
- Production and maintenance of data bases
- Benchmark analysis and implementing of corrective measures, Revenue/Yielding management
- Financial analysis daily/monthly/annual reporting to the administration
- City ledger payments and credits responsible
- Website maintenance a
- Information
- Information requests
- Forms registration
- Rates insertion
- Website analysis Visibility and Productivity
- Communication cycle responsible between resort and guests
- Anticipate and resolution of complaints
- E-commerce (Third Party Websites – ex: Booking.com,
- Expedia, Abreu Online, Splendia, Venere)
- Owner's communication
- Owners accounts
- Guest's satisfaction analysis and implementation of corrective measures
- Staff training and responsible for maintain the high levels of staff motivation
- Manager on Duty
- Co-responsible for a Resort with 178 units on Residential Tourism 5
- Responsible for owner's communication and owners accounts
- Reservations and front office operations supervision
- Manager on Duty
- Check in and Check out
- Cashier responsible and supervision
- Responsible for the supervision of all financial transactions and corrective measures
- Supervision of house accounts and maintenance of PMS's software
- Manager on Duty
- Responsible for the supervision of all financial transactions and corrective measures
- Supervision of house accounts
- Reporting to the administration
- Manager on Duty
- Responsible for the supervision of all financial transactions and corrective measures
- Supervision of house accounts
- Reporting to the administration
- Manager on Duty.
General Director Assistant
Eden Resort Albufeira, Grupo Duarte
Albufeira/Algarve, Portugal
03.2010 - 10.2010
- Pre opening and opening of a 125 house Resort.
- Created plans and communicated deadlines to complete projects on time.
- Increased customer satisfaction by resolving issues.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked with customers to understand needs and provide excellent service.
- Prepared variety of different written communications, reports and documents.
- Participated in team-building activities to enhance working relationships.
- Resolved problems, improved operations and provided exceptional service.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Worked flexible hours across night, weekend and holiday shifts.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Improved operations through consistent hard work and dedication.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Maintained energy and enthusiasm in fast-paced environment.
Front and Back Office Manager
Hilton As Cascatas Golf Resort & Spa
Vilamoura/Algarve, Portugal
08.2007 - 03.2010
- Maintained inventory for back-office supplies, computers and work-stations.
- Developed and updated calendars to schedule team and customer meetings.
- Produced reports, contracts and correspondence using various software.
- Organized company functions and events to improve employee morale.
- Organized office operations, leading daily activities and controlling correspondence.
- Supervised processing of orders, order tracking and delivery of goods
- Performed database management and analysis of business functions and processes.
- Managed back-office sales team through coaching and sales technique training.
- Managed invoices from vendors to assist accounting department in reducing annual expenses.
- Ordered office supplies and maintained supplier contacts in database.
- Scheduled and led regular meetings with staff to review progress and acknowledge achievements.
- Completed special projects through planning, guidance and tracking metrics.
- Worked with IT department to address technology issues and shortfalls.
- Supervised clerical staff to guide overall strategic direction.
- Reviewed reports produced by accounting department to assess organization's financial health.
- Liaised with vendors to plan and schedule services.
- Advised on technical improvements to enhance internal systems and processes.
- Designed and implemented office policies and enforced standards.
- Analyzed trends and reported on areas of improvement or change.
- Assessed special reports, summarizing information and identifying trends to guide decision making.
- Achieved financial objectives through annual budget preparation, expenditure controls and variances analysis.
- Received purchase orders and processed invoices for payment.
- Improved employee and client retention rates through active communication and problem-solving efforts.
- Hired, trained and on-boarded new team members and conducted evaluations to boost performance.
Front Office Supervisor
Monte da Quinta Club Reservations
Quinta do Lago/Algarve, Portugal
06.2003 - 07.2007
- Prepared agendas and took notes at meetings to archive proceedings.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Dispersed petty cash to employees and collected and managed receipts.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Handled office contracts like leases, utilities and employee agreements.
- Standardized office structures and processes to promote collaboration and increased performance.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Created, prepared and delivered reports to various departments.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Organized documents for company communication, travel vouchers and payment services.
- Assisted HR manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Delivered performance reviews, recommending additional training or advancements.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
Receptionist
Quinta do Lago Country Club Reception
Quinta do Lago/Algarve, Portugal
09.2002 - 06.2003
- Managed multiple tasks and met time-sensitive deadlines.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Provided callers with address, directions, company website and related information.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
- Corresponded with clients through email, telephone or postal mail.
- Resolved customer problems and complaints.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
- Scheduled and confirmed appointments and meetings for senior management team.
- Troubleshot copy machines and printers and scheduled service as needed.
- Answered phone promptly and directed incoming calls to correct offices.
- Screened visitors and issued badges to maintain safety and security.
- Maintained confidentiality of information regarding clients and company.
Night Auditor
Vila Vita Park
Alporchinhos/Algarve, Portugal
05.2002 - 09.2002
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Kept accounts in balance and ran daily reports to verify totals.
- Verified deposits, rectified discrepancies and processed end-of-day paperwork using Opera/Micros with 100% accuracy.
- Applied mathematical abilities to calculate and check figures in accounting systems.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Input financial data and produced reports using Office Excel.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Organized budget documentation and tracked expenses to maintain tight business controls.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive and welcoming.
- Entered and updated sensitive customer information during check-ins and room changes.
- Assessed data and information to verify entry, calculation and billing code accuracy.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Reported financial data and updated financial records in ledgers and journals.
- Reviewed daily financial statements and completed end-of-day paperwork in Office Excel with 100% accuracy.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
Night Manager
ANA Grand Hotel
Vienna, Austria
05.2001 - 05.2002
- Created nightly shift task lists to assign duties to each employee.
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Achieved financial objectives by preparing budgets, scheduling expenditures and analyzing variances.
- Reviewed audits and reconciled nightly sales transactions by balancing cash registers and reporting discrepancies.
- Conducted nightly inventory management procedures to track sales and stock levels.
- Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
- Defined clear targets and objectives and communicated to other team members.
- Supervised site investigations, reported issues and escalated those that required further assistance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Night Manager
Arcotel Hotel Wimberger
Vienna, Áustria
05.1996 - 05.2001
- Created nightly shift task lists to assign duties to each employee.
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Achieved financial objectives by preparing budgets, scheduling expenditures and analyzing variances.
- Reviewed audits and reconciled nightly sales transactions by balancing cash registers and reporting discrepancies.
- Organized shift meetings to communicate and resolve issues for night operations.
- Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
- Defined clear targets and objectives and communicated to other team members.
- Supervised site investigations, reported issues and escalated those that required further assistance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Encouraged departmental employees to present positive, exemplary image to customers.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
Biology
Esc. Secundaria Augusto Gomes
Matosinhos / Portugal 09.1988 - 06.1992
HCCP - HCCP
Consulsafity
Algarve 05.2007 - 06.2007
Skills
Project Management
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved profit results in a 15 year old unit with no record of profit by completing product development with accuracy and efficiency.
- Achieved 200% increase customer loyalty by introducing automatic communication cycle software for reservations and customer services tasks.
- Implemented strategic organizational systems and records management methodology to improve confidentiality, integrity and availability of critical business data.
Software
Office Outlook
Opera Micros
Wintouch
HOST
Protel
Office word
Timeline
General Manager
Kirimizi Hotel & Restaurante
07.2020 - Current
General Manager
Quinta do Morgado
05.2017 - 03.2020
General Manager
Diamond Resorts International, Spain and Algarve
09.2016 - 03.2017
ECS Capital General Manager
Algarve
09.2015 - 02.2016
Operations & Partnering Manager Cape
Hotel Express, Hotelstay Group, Town
01.2014 - 08.2015
Member Services Manager
Hotel Express International
04.2011 - 01.2014
Revenue & Reservations Director
Martinhal Beach Resort & Hotel Revenue
11.2010 - 04.2011
General Director Assistant
Eden Resort Albufeira, Grupo Duarte
03.2010 - 10.2010
Front and Back Office Manager
Hilton As Cascatas Golf Resort & Spa
08.2007 - 03.2010
HCCP - HCCP
Consulsafity
05.2007 - 06.2007
Front Office Supervisor
Monte da Quinta Club Reservations
06.2003 - 07.2007
Receptionist
Quinta do Lago Country Club Reception
09.2002 - 06.2003
Night Auditor
Vila Vita Park
05.2002 - 09.2002
Night Manager
ANA Grand Hotel
05.2001 - 05.2002
Night Manager
Arcotel Hotel Wimberger
05.1996 - 05.2001
Biology
Esc. Secundaria Augusto Gomes
09.1988 - 06.1992
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