Ana Margarida Silva

Responsible for Housekeeping Quality @3HB Hotels (Clube Humbria, Guaraná, Falésia Beach, Faro, Falésia Garden, Golden Beach) #3HB Group Laundry

Performed Tasks : - Support and direct report to the GM - Daily department meetings - Control and monitoring of daily operation reports - Follow-up of incoming bookings - Monitoring of Accounts Receivable / Open Balances - Monitoring the daily actions of the departments - Supervision of time & attendance of the departments - Payroll - Support and monitoring in the FO and HSK departments - Elaboration and verification of laundry control maps - Monitoring of monthly costs VS budgeted costs - Control and supervision of cleaning/maintenance of the property Tools Used: Microsoft Office (Outlook, Excel, Word), PMS INOVGUEST, VingCard, Availpro, Extranet Agencies, Revinate

Performed Tasks : - Support and direct report to the GM - Weekly departmental meetings - Control and monitoring of daily operation reports - Monitoring & updating online availability - Monitoring the daily actions of the various departments - Supervision of Time & Attendance of the various departments - Completion of reports for the quality department (customer satisfaction; - control of recyclable waste; solidarity actions) - Analyze and respond to customer surveys (Customer Satisfation) - Support in the Groups & Events department (quotations; work orders) - Inventories - Interaction with suppliers (ref. orders and respective invoicing) - Support and monitoring in the FO and HSK departments - Preparation and verification of room laundry control maps - Monitoring of monthly costs VS budgeted costs - Control and inspection of cleaning/maintenance on the property Used Tools : Microsoft Office (Outlook, Excel, Word), PMS PROTEL, VingCard, Siteminder, Extranets Agencies, Reviewpro

Performed Tasks : - Recruitment / Hiring for Front Office and Housekeeping - Publication of advertisements - Interview of candidates - Time & Attendance monitorization - Payroll - Elaboration and termination of employment contracts - Control and Maintenance of renewals of employment contracts / amendments - SOP's Elaboration for Front Office/ Housekeeping - Preparation of checklists by function performed (Step by Step) FO & HKP - Staff Training (attitudes, check-in, check-out, handling and prevention of credit card fraud) - Control and monitoring of daily operation reports - Responsible for the daily deposits at the Bank, regarding cash closings - Responsible for the working capital of the hotel - Responsible for processing company expense invoices and later sending them to headquarters - Front Office operation when necessary_ Customer Experince - Improvement of the integration between VINGCARD and PROTEL PMS - Improvement of the internal telephone network - Operations meetings with remaining managers and management - Groups Control and Invoicing - Control and report of cityledger situation (Accounts receivable responsible) - Invoices Correction - Individual and Group Reservations - Budgeting request for purchases of equipment and services for the hotel - Bridge in the acquisition, implementation of a passport reading and scanner system (iDMS) - Bridge in the decision for the acquisition, and subsequent implementation of Channel Manager (SiteMinder) - Accommodation types alteration in PMS PROTEL - Channel Manager Personalization (accommodation types configuration, configuration of gradation/price derivation, compliance with rules, etc) - Integration of travel agencies and respective rates/types of accommodation with Channel Manager - Integration of Channel Manager with PMS and subsequent tests of the tools implemented together with the respective suppliers. - Complaints Management (Customer Satisfation)

Management of Reception team in which the main tasks consist of: - Organization of Time & Atendance - Tasks assignment - Payroll and expense sheets - Quality management (Customer Satisfation) - Control of sending statistics / SEF - Extraction and sending of SAFT files (NewHotel and NewPOS) - Management of access to Magnetic Keys for all Hotel employees, as well as coding of locks. - Access management, correction of invoices and credit notes, detection and correction of errors in the computer system used (NewHotel) - City Legder / Account Receivable - Daily operational meetings - Interviews with new candidates / Recruitment - Duty Manager functions including resolution of problems / direct complaints to customers as well as decision-making involving the operation of the Hotel (Customer Satisfation)

Management of Front Office team consisting of 20+ employees, whose main tasks consist of: - Time & Atendance Monitorization - Tasks assignment - Payroll - Expense Sheets - Quality management (customer Satisfation) - Pilot implementation, in the group, of a new solution passport scan (idms.pt) - Control of sending statistics / SEF - Extraction and sending of SAFT files (Soltrafego & FIdelio) - Management of access Magnetic Keys (Vingcard) of all hotel employees as well as encryption of locks. - Access management, correction of invoices and credit notes, detection and correction of duplication errors in the computer system used (Fidelio) - City Legder / Account Receivable responsible - Daily operational meetings - Interviews with new candidates / Recruitment - Duty Manager functions including resolution of problems / direct complaints to customers as well as decision-making involving the operation of the Hotel (Customer Satisfation)

Hotel Opening. Daily tasks are carried out, such as check-in's, check-out's, reservations, rooms allocation, answering phone calls, selling various tickets, cashier, currency exchange and general customer service. Organization and processing of group information (insertion of rooming lists, attribution of billing instructions, special requests, requests to change reservations, allocation of rooms, confirmation of all expenses incurred and authorized by the members of each group, invoicing). Processing of credit notes. Used Tools: Fidelio Suite 8 PMS, Microsoft Office (Word, Excel, Outlook).

Performed Tasks: check-in's, check-out's, reservations, rooms allocation, answering phone calls, selling various tickets, cashier, currency exchange and general customer service . Tools used: Microsoft Office (word, excel, outlook), Ópera PMS

The course included the disciplines of English and German for Tourism, Economics, Management, Legislation for Tourism, Marketing, Psychosociology of Organizations, Tourism Operations, Social Psychology, General Principles of Tourism, Descriptive Statistics, Informatics, Market Analysis, Events and Congresses, Aircraft Management, among others. It is a broadband course, which covers various topics related to social communication, management, marketing and tourism, in short, it combines humanities with social sciences. It helps to know the role of communication in business and culture.