Room Divisions Manager's Resume

Dear Management Team, I would like to express through this letter a little bit of my experience in the Hospitality Industry. MY OBJECTIVES To be proud and happy to work together in a team sharing in a common goal of a successful, profitable and innovative company, demonstrating integrity, fairness and honesty which are the core values that I live by in my daily interaction with all of my external and internal customers making hospitality a priority and inspiring people around me! MY MISSION My mission is to exceed guest needs and expectations by providing excellent and high standard services while bringing excellent results and profit, expressing my core values of hospitality and live in a style that inspires people: HOSPITALITY! WORK EXPERIENCE BACKGROUND My introduction to the hospitality industry was outstanding and highly valuable as I had the rare opportunity to work with the renowned Blue Tree Hotels and Resorts, one of the most important Hotels Chain in Brazil. In constant improvement and growth in the market this remarkable and luxurious company is led by the legendary Hotelier Chieko Aoki who strongly inspired me to absorb hospitality as a lifestyle by living it with passion by heart and by soul. I definitely discovered my passion when working as a Rooms Division Manager. My direct experience with the Hotel operational departments as Housekeeping, Reservations, Conferences & Events, Sales and Front Office expanded my view and opened my mind for the innumerous possibilities of personalized services and focus on enchantment of costumers/guests in this industry. POSTITIONS HOLD IN THE BLUE TREE HOTELS & RESORTS From January 2001 to August 2005 I had the rare opportunity to start as Phone Operator and then: Jr. Receptionist; Receptionist; Telemarketing Coordinator; Front Office Supervisor; Front Office Manager; Policies and Procedures Manager and finally Rooms Division Manager. These were five years of intensive learning, training and development and my biggest achievement was to learn how to manage time well and work in a fast-paced, rapidly changing, and stressful environment. It did not cost me any sacrifice because in this industry I found my ground and my passion. Hospitality is my lifestyle; it’s my “core value”. My last experience was in a 5 star hotel with 84 luxurious suites (164 beds). I used to call this hotel as a school hotel due to the management style adopted by the property’s one owner. Even being managed by Blue Tree Hotels & Resorts this property suffers a high pressure of the proprietor that if possible would share the General Manager’s desk. Due to the tight budget and high targets any manager in this property would be divided between the contract demand of the branded flag and the personal interests of the proprietor. These experiences were very challenging and at all times pushed me to think out of the box; manage time wisely; be proactive, and always research, improve, develop and create new services generating revenue and exceeding guest’s expectations. Being exposed to a very challenging market my marketing skills were also stretched and strengthened to the most in order to maintain the good image of the company as well as conquer new market positions. After having successfully executed my role as Front Office Manager for a period of 18 month I trusted the Front Office Department to the Front Desk Supervisor management so I could take over the position of Rooms Division Manager but not carrying the title on my work contract. As a passionate Rooms Division Manager I had total control of the operational departments as the Front Office / Guest Services and Housekeeping. After building a strong team of managers and supervisors for the above mentioned departments I could focus on my passion: High Guest Services. I developed projects from the excellent basic to the unique enchantment experience of high service by exploring details. I created several partnerships with local companies in order to offer incomparable services and packages like: Spa Day, Honey Moon and Woman Traveling Alone. As a Rooms Division Manager I assisted the General Manager with daily activities of the Hotel Department such as: Operations' planning, implementations and enforcement of policies and procedures, annual business plan and monthly target review. Also as a direct responsible for the Front Office and Housekeeping area, was my responsibility to ensure that the service levels were maintained on a continual basis to reassure high quality in product and guest satisfaction in accordance with company’s policies and standards at all times. I also worked directly with the Personnel Manager to hire and train in the Hotel area ensuring maximum efficiency in the performance of subordinate staff by suggesting and developing own training methods to improve the efficiency and productivity of staff. Being Responsible for maximizing revenue and profits of the rooms division through the efficient management of the housekeeping operation I was fully involved in the inventory control and purchasing to avoid prejudice and cut costs. Please find below my resume where you can get more information about my career within the Hotel and Cruise Line Industry. I look forward to set a time for a chat or a phone call to discuss how my experiences could add value to your operation. Thank you for you consideration. Joao Paulo Miranda [email protected]

My Objective

Joao Paulo Miranda

My objective as being a Leader under the title of Rooms Division Manager is to support my team at all time and transform the challenges in their professional lives into something that serves them and adds a valuable experience as well as setting examples, leading from the front, and showing direction to the success with a vision for the future based on the company’s perspective. My Professional Needs and Aspirations I am GUEST-CENTRIC! I carry a passion in my heart: HOSPITALITY and HIGH SERVICES! I look forward to be employed by a company that could share my passion and is focused in delivering High Services. I love the hotel operational area; especially the Front Office which I strongly believe is the Face of the company and has the power of crafting the experience I believe our Guests require: the crucial first impression which sets the tone of the full gamut of excellent experiences your property can offer. Personal skills I strongly believe that my attributes like taking initiative, bearing responsibility, persuasiveness, drive to excel, goaldirectedness, high adaptive capacity, and proficiency in taking charge and seeing that the task gets accomplished can add value to your hotel operation.

Contact: 7665 Corporate Center Drive Miami – FL – USA - 33126 Phone: 1 305-622-6828 1 347-322-3048

Email: [email protected]

Nationality: Brazilian

Visas: US-C/D1 B1/B2

- Well traveled - Outgoing, confident, warm & friendly personality - Excellent listening skills - Excellent Team Player - Respect for all co-workers and customers - Strong organizational skills - Strong social skills - Presentational skills - Ability to work under pressure – PASSION FOR HOSPITALITY! Cruise Work Experience NORWEGIAN CRUISE LINES (NCL) – USA – From October 2005 - Present Assistant Front Office Manager Front Office Supervisor (Sr. Receptionist) Receptionist Assistant to the Embarkation Officer Cruises to: Canada, Portugal, Italy, Croatia, Turkey, France, Egypt, Greece, Spain, UK, USA and Caribbean. As being a Assistant Front Office Manager for NCL I had the fortunate opportunity to create a service and attitude development training called MAKE HOSPITALITY A PRIORITY. This training brought unaccountable benefits for the team which reflected immediately into guest satisfaction, measured by great comment cards and excellent ratings on the Guest Services Survey. I was also elected by the Management as Team Member of The Month July, 2007. Duties:

Languages: Fluent: Portuguese English Spanish Advanced level: German Basic Hotel Conversation: French

Education: BACHAREL IN LYBERAL ARTS

Portuguese and English Teaching Concluded in Dec. 2004 Brazil

Computer Skills: Technical Software Fidelio, Fidelio Cruise, Micros, CM-Brasil

Microsoft Office Programs Advanced level Word, Excel, Access, Power Point, Outlook, Vision, Internet Professional and personal references upon request

-Provide supervision, direction and leadership in the Front Office Team in accordance with the objectives, performance and quality standards established by NCL. I also Perform all aspects of human resources and training functions, including performance appraisals, counseling, coaching, training, disciplinary actions, etc. -Ensure the Reception Desk is providing the best possible service at all times, in an efficient, professional and orderly manner. -Ascertains from the Embarkation/Clearance Officer the clearance of the vessel in all ports of call is conducted professionally, efficiently and in accordance to the laws of that particular country. -Ensure the hotel department is organized and ready to receive guests at embarkation, with special attention placed on the Reception Desk area and guest staterooms. The pier check-in procedures must be organized and run efficiently; tables, chairs, juice service and flowers, etc. are ready and in place. -Make sure that all disembarking and boarding guests receive friendly, efficient service from the staff in accordance with company policy; i.e. escorts to staterooms, Cruise Staff stationed at gangway, etc. -Monitor that baggage handling has been properly planned between the ship’s agent, Front Office and Executive Housekeeper. -Ensure adequate staff is provided for key swiping at gangways from the various departments in conjunction with company security standards and regulations. -Ensure that all arrangements for disembarkation are well planned, efficient, and that guests are kept informed with regards to landing schedules/procedures, etc. Hotel Work Experience BLUE TREE HOTELS & RESORTS – BRASIL – From January 2001 to August 2005 Front Office Manager - Oversees the duty schedules for the Reception Staff and Reception Supervisor - Ensures that subordinate staff adheres to the policies and procedures established by the company, particularly telephone etiquette, greeting guests, problem solving and follow-up to guest requests - Follow-up on daily matters recorded in the Reception Log Book - Reviews the Maintenance Control Log on a daily basis and ensures the Reception Desk is following the call back System in order to maintain a good high-level of guest satisfaction and to avoid complaints - Responsible for handling guest room change requests adhering to the practice of charging guests according to the company’s policy unless upgrades are given to resolve room problems or disputes - Motivates the reception Staff to consistently be upbeat, friendly and outgoing at all times.