Laura Faria
Summary
Experienced hospitality professional with advanced English proficiency (C1 certificate EF) and a proven track record in delivering exceptional customer service. Adept at managing high-volume dining environments, organising VIP events, and handling exclusive guests. Demonstrates strong problem-solving skills, effective communication, and the ability to remain calm under pressure. Skilled in team leadership, staff training, and multidisciplinary teamwork. Career goal: to leverage extensive experience in customer relations and hospitality management to contribute to a dynamic team focused on excellence in guest services.
Overview
9
9
years of professional experience
Work history
Head of Reservation and Reception
Maison Revka Dubai
Dubai, UAE
02.2025 - Current
- Addressed customer complaints, resulting in increased loyalty and repeat bookings.
- Ensured timely resolution of disputes by coordinating effectively between guests and departments.
- Conducted regular meetings with department heads for operational updates.
- Implemented cross-training among staff, creating a multi-skilled workforce.
- Kept up-to-date inventory records to avoid overbooking or underbooking issues.
- Evaluated performance of reservation staff regularly, identifying areas of improvement.
- Managed large groups and events bookings with ease and efficiency.
- Updated reservation policies, leading to fewer cancellations and no-shows.
Head hostess
La Mer, by Robuchon
Neom, Saudi Arabia
04.2024 - 02.2025
- Greeted guests and escorted to tables, minimising wait times.
- Communicated with kitchen teams to establish good food and service flows.
- Resolved customer issues calmly and professionally to maintain satisfaction.
- Promoted process improvement by communicating guest feedback to management.
HOSTESS/RECEPTIONIST
LPM Restaurant & Bar
Doha, Qatar
07.2022 - 03.2024
- Maintained reception area stock of important forms and brochures.
- Managed high volume of incoming calls from multi-line telephone system and documented messages.
- Tracked daily activities and important metrics with spreadsheets.
Cabin crew member
Latam airlines
Bogota, Colombia
02.2019 - 06.2022
- Complied with all airline and national aviation regulations to ensure that complete safety and security procedures were met.
- Supported passengers through emergency scenarios for safe outcomes.
- Answered passengers questions and efficiently provided solutions to issues arising during flights.
- Increased passenger satisfaction by promptly answering questions and providing solutions to issues arising during flights.
- Attended training in customer service, conflict resolution tactics and safety procedures to remain updated with new requirements and procedures.
- Answered passengers' questions and provided solutions to issues when they arose during flights.
- Maintained firm yet positive attitude when dealing with distressed passengers by calming fears and providing secure environments.
HOSTESS/RECEPTIONIST
El Dorado VIP Lounge
Bogota, Colombia
10.2016 - 12.2018
- Kept reception area clean and organised to uphold professional office reputation.
- Represented company and promoted brand with exceptional service and presentation.
- Solved administrative and customer service issues with knowledgeable assistance and friendly support.
Education
ON FLIGHT AND GROUND ASSISTANT -
Avianca CEO
01.2018 - 1 2020
Skills
- LANGUAGES
- English Advanced C1 certificate EF
- Provided excellent customer service by addressing guest inquiries and concerns promptly
- Organized and maintained a clean and welcoming reception area for guests
- Organized and hosted VIP events and was responsible for handling exclusive guests
- Kindly escort the guest to their tables
- Taking reservations by phone and email and addressing them on seven rooms
- Excellent customer service skills
- Ability to remain calm in high-pressure situations
- Strong problem-solving skills and flexibility
- Comfortable speaking to large groups
- Managed reservations, seating arrangements, and special accommodations for guests in a fast-paced environment
- Greeted and escorted guests to their tables while maintaining a friendly demeanor
- Teamwork
- Leadership
- Effective Communication
- Critical Thinking
- Team player
- Customer Service
- Customer relations
- High-volume dining
- Opening and closing procedures
- Multidisciplinary teamwork
- Staff training
- Complaint resolution
- Assertiveness
- Empathetic listener
- Menu knowledge
- Table assignments
- Restaurant layout design
- Table reservation management
- Customer dispute resolution
Personal Information
- Date of birth: 05/05/91
- Nationality: Colombian
Languages
English
Advanced
Spanish
Proficient (C2)
Timeline
Head of Reservation and Reception
Maison Revka Dubai
02.2025 - Current
Head hostess
La Mer, by Robuchon
04.2024 - 02.2025
HOSTESS/RECEPTIONIST
LPM Restaurant & Bar
07.2022 - 03.2024
Cabin crew member
Latam airlines
02.2019 - 06.2022
ON FLIGHT AND GROUND ASSISTANT -
Avianca CEO
01.2018 - 1 2020
HOSTESS/RECEPTIONIST
El Dorado VIP Lounge
10.2016 - 12.2018
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