Liliana Freitas

OLIVEIRA FREITAS, Liliana HOSPITALITY | MANAGEMENT| MARKETING Motivated by the curiosity and constant learning desire, I have an active professional career of 9 years filled up by a multicultural experience focused on customer service, management of complaints administration and marketing. I love challenging experiences that boost the organization and team leadership. WORKING EXPERIENCE PERSONAL INFORMATION ADDRESS SANTA MARIA DA FEIRA, PORTUGAL CONTACT Cellphone: (- OCCUPATION: CREW MANAGER (3 MONTHS) COMPANY: PRINCESS CRUISES, USA     Email:-  Linkedin: www.linkedin.com/in/lilianafreitas   COMPETENCIES Customer Service Complaints management Administration Public Relations Coordination of Groups & Events Training and coaching Team leadership Great communication skills Easy adaptation to challenges and situations of stress LANGUAGE COMPETENCIES Portuguese English Spanish French Mother tongue Proficient user Independent user Basic user Managing crew administration and financial functions; Certifying that joining crew is in possession of paperwork and documentation required; Ensuring travel arrangements for disembarking crew are timely and accurately made and communicated; Preparing all crew immigration and customs documentation for clearance; Communicating any issues related to manning, payroll, handovers to the appropriate onboard management, shore-side personnel and payroll office; Managing all crew payroll and accurately calculate and paid wages, overtime, bonuses, gratuities; Ensuring all crew complaints are listened to and understood and appropriate follow-up action is taken and a resolution communicated to the crew member. OCCUPATION: CLEARANCE OFFICER (1 YEAR) COMPANY: PRINCESS CRUISES, USA        - Preparing the paperwork for arrival and departure of the ship to the requirements of each country Co-operating with the Port Agencies, Immigration and Customs oficials; Coordinating passengers boarding and disembarkation ensuring that all individuals are in possession of the necessary documents (passports, visas, etc.) for each port; Communicating to the local authorities, ship´s management the total number of passengers and crew traveling in the vessel. OCCUPATION: FRONT DESK SUPERVISOR (1 YEAR) COMPANY: PRINCESS CRUISES, USA  - 2017 Supervising the overall guest services operation and cooperation with the Guest Relations Manager; Organizing the daily working schedules for the team; Ensuring that all guests follow ups were made by the junior guest services officers and a positive resolution for the guests’ issues is always achieved; Meeting guests in one to one basis when necessary;  COMPUTER COMPETENCIES Coaching and monitoring the guest services team to provide the best quality service, promptly resolution and service recovery to our guests; Primavera Opera Micros Crunchtime Microsoft Office™ (Outlook, Word™, Excel™ e PowerPoint™) Photoshop Corel Draw OCCUPATION: ASSISTANT SHORE EXCURSIONS MANAGER (3 MONTHS) COMPANY: PRINCESS CRUISES, USA 2016  Selling the excursions advertised onboard;  Providing information about different destinations/ports of call to the guests;  Processing online bookings;  Organizing and dispatching passengers booked on a shore excursion on arrival to each destination. PROFESSIONAL DEVELOPMENT I have completed successfully several training courses, as such: Crisis Management Proficiency in Survival Craft and Rescue Boats (other than fast rescue boats Personal Survival Techniques First Aid Leadership and Management Marketing Digital HOBBIES Sports, reading and travelling ADDITIONAL INFORMATION Driving licence and own car Availability to travel OCCUPATION: JUNIOR PURSER (3 YEARS) COMPANY: PRINCESS CRUISES, USA - Customer Services Agent:  Handling guests enquiries; account payments; guest´s complaints; Crew Agent:  Assisting with the clearance for all crew in accordance with port requirements; assistance with all the crew enquires related with payroll, rotations, etc; Shore Excursions Staff:  Assisting passengers in regards tour sales, refunds, complaints and general port and ship information; OCCUPATION: RECEPTIONIST (1 YEAR) COMPANY: MOLICEIRO HOTEL****     Customer Service Check-in and check-out Complaints management Reservations OCCUPATION: SALES COORDINATOR ASSISTANT (3 YEARS) COMPANY: SOLIDOTEL INOVACAO    - - Customer Service; Market Research; Marketing initiatives with plans implemented in Portugal, Spain, Cape Verde and Angola. EDUCATION DEGREE IN TOURISM AND HOSPITALITY UNIVERSIDADE DE AVEIRO        Tourism concepts and analysis; Hospitality Management; Travel Agencies and Operators; Economics; Enterprise Management; Statistics and Accounting; English and French. -