Livia Alves

• Attended meetings and negotiations on the Director's behalf and provided full reports and presentations as requested.
• Prepared sales reports, invoices, stock and purchases control and updated all points of sales intranet accordingly.
• Tracked the Sales Team.
• Director’s diary management.
• Reviewed and updated most of the merchandise information such as brochures and portfolio presentation and product introduction email templates.
• Took initiative to finalise negotiations and purchases in the Director's absence.
• Expanded the clientele list by calling potential companies and following up with portfolio email.
• Followed up with clients and arranged the settlement of outstanding debts.
• In charge of overall office administration: organisation, equipment, maintenance, lease contract and cleanliness

• Led the team to achieve all KPIs in a consistent and quality assured manner; a drastic improvement on the number of enrolment to Hilton Honors.
• Created and drove monthly product knowledge training for Front Office through presentations and daily briefings.
• Encouraged the team through engaged brainstorming sessions on "Waldorf True Service" to be more empowered which achieved an increase in overall guest satisfaction scores by 7%.
• Managed office inventory supplies and placing purchase orders to maintain adequate stock levels, considerably reducing costs.
• Supervise compliance of Credit Policy, keeping managers and all concerned departments informed of any possible credit risks.
• Assigned POC for staff reviews and development plans.

• Spearheaded guests' feedbacks and requests with a differential personalised approach, which resulted in a 98% recovery success and improved the TripAdvisor Ranking.
• Managed all VIP related services, from Room Standards to the daily operations of the Regency Lounge. Contacted each VIP guest personally.
• Achieved the highest number of surveys replied by Explorist, Globalists and Lifetime Globalists (high tiers of the Hyatt Loyalty Programme) and top VIPs, increasing the overall guest satisfaction score for this specific market which Lead Hyatt Regency to be scored among the TOP 10 Hyatt properties in the MENA region.
• Assessed personnel performance, implemented incentives and team-building events to boost team morale.
• Coached employees on administrative procedures, company policies and performance standards, which was used to create individual development plans.
• Planned and managed groups' accommodations (special requests, balancing occupancy and operations requirement).
• Assisted FOM in maintaining the operational costs and achieving maximum sales and profitability in Front Office. Matching our average rate with the higher market properties of the company.
• Identified and evaluated business trends/needs and used this information to set and review departmental objectives.

• Replied to Social Media reviews, Guests' Survey and feedback emails on behalf of the Executive Office and Head of Departments.
• Created daily analyse and reports of Guest's Survey, Social Media and internal logs to assist Head of Departments with key decision making and strategic operational planning.
• Implemented and delivered on the monthly Associates' Recognition Programme, it had involvement of the Executive Office and Head of the department. The innovative approach through activities and celebration started a healthy competition between departments all over the company and increased the overall performance of operations.
• Developed and updated databases to track, analyze and assist the Learning & Development department's training plan.
• Design, implementation and review of Standard Operating Procedure and Policies for all JARH's Properties and delivered JARH Brand Audits to ensure efficiency and responsiveness of all customer service departments.
• Assisted the planning and preparation for external audits such as Dubai Municipality Audit, HACCP Audit and Green Globe Audit, in turn achieving the Awards.
• Trained in Business Writing and Email Etiquette.

• Supervised and trained Reception Team accordingly to the LQA and Jumeirah standards.
• Executed appraisals with Guest Service Executives and ensured that they finish their tasks in each shift and achieve their targets.
• Cross-training in the Business Excellence department when preparing for the audit of the Dubai Quality Award department.

• Front desk tasks and administrative duties such as answering phone calls, emails, meeting minutes, and memorandums for organizational support.
• Assisting when necessary with Concierge Services such as flight/hotel bookings, city tours, desert safaris, and others.
• Consistently on the top 5 upsellers for over a year which was recognised by the Hotel's senior management.
• Received a prize for top loyalty programme enroller and monthly congratulations for the number of nominations on social media and guests surveys.
• Trained as Rooms Controller and operated the role when primary Rooms Controller was unavailable.
• Trained in Telephone etiquette.

• Supervised and trained Guest Relation department, Reception, and Operators
• Set the targets per quarter for the department accordingly with the yearly strategy and presented results for the Executive Office
• Updated Departmental SOPs

• Supported Executive Housekeeper through personal document management, calendar organization and collateral preparation for meetings
• Established and updated work schedules to account for changing staff levels and expected workloads
• Developed and conducted training for the Linen Room and Room Attendants team
• Rooms inspections and VIP setups
• Controlled purchases and par stocks of startup inventory of linen and guest supplies

Food & Beverage Internship, all departments of kitchen and restaurant