João Henrique dos Santos Matos
AL KHAIL GATE 3-2 , AL QUOZ DUBAI
Summary
Experienced in customer-focused roles with career centred around providing top-notch service in fast-paced environments. With knowledge in safety protocols and aptitude for creating comfortable and pleasant travel experiences, can ensure passenger satisfaction and safety. Brings skills in multi-cultural communication and crisis management to maintain composure in high-pressure situations and foster environment of calm and order.
Overview
10
10
years of professional experience
Work History
Senior waiter
Emirates Premium Lounge
07.2024 - Current
- Maintained high standard of customer service by attentively taking orders and serving meals.
- Managed table settings for enhanced dining experience
- Prepared cocktails for enriching the bar's menu variety.
- Resolved customer complaints efficiently, maintaining a positive dining atmosphere.
Guest relations officer
Royal Caribbean Cruises
01.2021 - 05.2024
- Provided personalised services based on unique client needs – translating into a memorable stay for every guest.
- Resolved conflicts amongst guests tactfully, maintaining peace and tranquillity within the premises.
- Assisted in the organisation of special events for enhanced guest satisfaction.
Cabin Crew Member
LATAM Airlines
05.2015 - 03.2019
- Responded promptly to passenger queries or complaints displaying excellent problem-solving skills for customer satisfaction improvement.
- Maintained composure under pressure while handling multiple responsibilities on long-haul flights resulting in high-quality service delivery.
- Created a welcoming atmosphere through friendly interactions with passengers.
Education
High School Diploma -
Colégio OBJETIVO
Diploma - Bar an restaurant
Bar an restaurant
Diploma - HOSPITALITY LEARNING EXPERIENCE
EMIRATES TRAINING COLLEGE
Diploma - COMPUTING
RASTELLY INFORMATICA
Diploma of Education - English
OHC School
Skills
- Customer Service
- Front of House (FOH) management
- Food safety understanding
- Social perceptiveness
- Beverage upselling
- Hospitality service expertise
- Premium spirits & mixology
- Inventory control
Languages
Portuguese
Native
English
Fluent
Spanish
Advanced
Italian
Upper intermediate
Personal Information
Name & contact
Timeline
Senior waiter
Emirates Premium Lounge
07.2024 - Current
Guest relations officer
Royal Caribbean Cruises
01.2021 - 05.2024
Cabin Crew Member
LATAM Airlines
05.2015 - 03.2019
High School Diploma -
Colégio OBJETIVO
Diploma - HOSPITALITY LEARNING EXPERIENCE
EMIRATES TRAINING COLLEGE
Diploma - COMPUTING
RASTELLY INFORMATICA
Diploma of Education - English
OHC School
Diploma - Bar an restaurant
Bar an restaurant
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