Welcome to my website, where my passion for hospitality and unwavering commitment to exceptional customer care come together. With over two decades of experience in the industry, I have had the privilege of serving and delighting countless guests.
Throughout my career, I have honed my skills in front desk operations, team leadership, guest relations, revenue management, and operations efficiency.
My expertise ensures that I bring a wealth of knowledge and a deep understanding of customer needs to every interaction. I am dedicated to providing unparalleled service, fostering positive guest experiences, and exceeding expectations.
I invite you to explore my website and discover how my my experience can add value to your hospitality and customer care needs.
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Providing exceptional customer service, strong skills in understanding and fulfilling customer needs, resolving issues, and ensuring customer satisfaction.
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Expertise in managing front desk operations, including check-ins, reservations, guest inquiries, and providing a warm and welcoming experience for visitors.
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Proficiency in leading and training teams to deliver high-quality service, ensuring that staff members are well-equipped with the necessary skills and knowledge to excel in their roles.
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Strong ability to handle guest relations effectively, managing and resolving complaints and feedback with professionalism and diplomacy, aiming to enhance guest experience and maintain positive relationships.
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Demonstrated expertise in optimizing revenue through strategic pricing, inventory management, and upselling techniques, contributing to the financial success of hospitality establishments.
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Proficiency in streamlining operations, implementing efficient processes, and maintaining quality standards to ensure smooth and seamless customer experiences while adhering to industry regulations and best practices.
Extensive Experience: With 20 years of experience in hospitality and customer care, we bring a wealth of knowledge and expertise to the table. Our extensive background in the industry demonstrates our deep understanding of customer needs, industry trends, and best practices.
Proven Track Record of Success: Throughout our careers, we have achieved notable successes and delivered exceptional results. We take pride in our accomplishments, such as improving customer satisfaction rates, increasing revenue, and successfully managing teams. We can make a tangible impact on the organizations we work for, and we can bring positive results to your organization as well.
Strong Leadership and Team Management Skills: Our experience includes leading teams and training staff members, showcasing our ability to effectively manage and motivate others. We believe in fostering a positive work environment and empowering team members to excel in their roles. With our strong leadership skills, we can drive team performance, promote collaboration, and contribute to the growth and development of your organization.
Exceptional Customer Service Skills: Our expertise in customer care and hospitality is a crucial asset in industries where customer satisfaction is paramount. We pride ourselves on delivering outstanding customer experiences, handling challenging situations with grace, and building strong relationships with clients or guests.
We can train your team and help you implement standard operating procedures (SOPs) to ensure consistency and quality across all customer touchpoints.
We can help you resolve guest complaints and elevate the level of positive guest feedback. We will foster guest loyalty, resulting in an increase in both repeat customers and positive word-of-mouth referrals.
Front Office Receptionist
As part of my role, I greet and check-in/out guests, handle their inquiries and complaints, assist with various administrative tasks such as answering and forwarding phone calls, sorting emails, and distribute them accordingly. Additionally, I am responsible for balancing guests' accounts, processing payments, and actively contribute to the training and supervision of new staff members and trainees.
Assistant Reception Manager
I oversee the handling and coordination of VIP guests, managing their arrivals, departures, and special requests. I am responsible for addressing customer feedback, managing guest complaints, training new reception team members, handling email communications, ensuring cash control and balancing petty cash, organizing special events for Loyalty program members, and driving hotel ancillary sales, including early check-in/late check-out, upgrades, WiFi, and special events.
Guest Relations Manager
I design and implement standardized procedures to improve operational efficiency. Additionally, I manage a team of 9 colleagues, handling their hiring, training, and skill development, resulting in 2 team members advancing to managerial positions. I am also responsible for scheduling the team's rotation, directly supporting and evaluating service performance based on Club Med customer surveys and Tripadvisor reviews. Furthermore, I play a pivotal role in creating and revising SOPs (Standard Operational Procedures), while also contributing to the establishment of the guest relations department at Club Med Rio.
Room Division Manager
As the leader of the Room Division team at Rio de Janeiro's Club Med, I oversee multiple departments, including reception, guest relations, traffic, events, and housekeeping, comprising over 200 employees. I am dedicated to upholding Club Med's service standards, ensuring the utmost guest satisfaction. Additionally, I implement training and coaching programs to enforce policies, procedures, and LQA (Leading Quality Assurance) measures. Moreover, I am responsible for health and safety procedures, including the management of COVID-19 protocols, as well as designing and implementing business continuity protocols, such as staff and guest evacuation plans during crisis situations like COVID-19.
Assistant Director
I am responsible for overseeing the day-to-day operations of the Aparthotel. This includes managing and coordinating all departments, such as front desk, housekeeping, maintenance, and food and beverage. I ensure smooth operations, efficient service delivery, and adherence to brand standards. I am accountable for financial performance and profitability. I work closely with the team to create a welcoming and comfortable environment for guests, ensuring their needs are met and expectations exceeded. I also develop sales strategies, identify target markets, establish partnerships with local businesses, and promote the aparthotel's services and amenities. I actively seek opportunities to increase occupancy rates, attract new customers, and foster guest loyalty through effective marketing campaigns and revenue management practices.
"Working with Michèle has been an absolute pleasure. Her extensive experience in the hospitality industry and exceptional customer service skills have made a significant impact on our organization. Michèle consistently went above and beyond to ensure our guests' satisfaction, resulting in improved customer feedback and increased repeat business. Her leadership abilities were evident in managing of our front desk operations, training initiatives, and team motivation. We highly recommend Michèle for her professionalism, dedication, and outstanding contributions to our company."
"We are grateful to have had you as part of our team for over a decade. You contributed to significant revenue growth for our establishment. Your customer service skills, coupled with your ability to handle guest relations and complaints with grace, made a lasting impression on our guests."
"Michèle is an exceptional professional with an unparalleled dedication to customer care. She consistently exceeded our expectations. Her extensive experience and expertise in the hospitality industry allowed her to develop and implement efficient operational processes, resulting in improved efficiency and seamless guest experiences. Her commitment to providing exceptional customer service was recognized by our guests, as evidenced by the numerous positive reviews and feedback we received. We wholeheartedly endorse Michèle for her outstanding skills, work ethic, and commitment to excellence."
Feel free to contact us via email or Telegram
Customer Service Excellence
Front Desk Operations
Team Leadership and Training
Guest Relations and Complaint Resolution
Revenue Management
Operations Efficiency
Quality Assurance
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