Maria Beatriz Vilhena

• Directed departmental operations within an exclusive ultra-luxury chalet environment
serving VIP and high-net-worth international clientele.
• Maintained the highest standards of discretion, confidentiality and personalised service,
proactively anticipating guest needs and exceeding the expectations of VIP and high-net
worth international clientele.
• Led and developed multicultural teams, driving service excellence, productivity and
quality performance.
• Managed workforce planning, resource allocation and operational priorities to support
seamless daily operations.
• Maintained rigorous quality assurance standards, ensuring exceptional guest
environments and luxury service delivery.
• Collaborated closely with Management, Guest Services and Maintenance teams to
enhance operational efficiency and guest satisfaction.
• Contributed to overall business performance through proactive leadership, problem
solving and operational excellence.

• Coordinated closely with healthcare professionals, caregivers and management teams to
align activities with individual care objectives.
• Planned and executed events, projects and social initiatives while managing schedules,
logistics and resource allocation.
• Monitored outcomes and adapted programmes according to evolving resident needs and
feedback.
• Built strong relationships with residents, families and multidisciplinary teams, creating a
positive and supportive environment.

• Supervised housekeeping operations across luxury suites, residences and private villas
within one of Europes most prestigious luxury resorts.
• Conducted quality audits in accordance with Forbes Travel Guide and Leading Hotels of
the World standards.
• Coordinated daily operations between Housekeeping, Front Office, Maintenance and other
departments to ensure seamless guest experiences.
• Supported workforce planning, task allocation and productivity management across
operational teams.
• Assisted executive leadership in maintaining exceptional service standards during high
occupancy periods and VIP arrivals.
• Trained and developed team members in luxury hospitality procedures and quality
expectations.

• Supported the supervision of Front Office operations, ensuring service excellence and
smooth daily performance.
• Frequently assumed Duty Manager responsibilities, supporting operational decision
making and guest service delivery.
• Managed complex guest relations situations, service recovery cases and operational
challenges.
• Coordinated with Housekeeping, Reservations and operational teams to maximise guest
satisfaction and efficiency.
• Assisted in training and mentoring new team members while promoting service
consistency.
• Supported overbooking management, occupancy strategies and operational planning.

• Delivered personalised guest service throughout the complete guest journey.
• Managed reservations, room allocations, guest requests and operational coordination.
• Handled service recovery situations with professionalism and solution-oriented thinking.
• Promoted hotel services, local experiences and guest engagement initiatives.
• Supported front office operations during high occupancy periods while maintaining
service excellence.

• Designed and delivered guest engagement programmes, recreational activities and
special events for international guests.
• Coordinated logistics, scheduling, resources and operational requirements for daily
activities and events.
• Developed innovative experiences tailored to diverse guest profiles and preferences.
• Fostered guest engagement, community participation and memorable holiday
experiences.
• Collaborated with multiple operational departments to ensure successful event execution
and service delivery.