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Work Background
Massimo & PartnersProject Director Operations
Oct. 2023Milan, Lombardy, Italy
Iguatemi S.A.Operations & Projects Manager
Dec. 2022 - Sep. 2023This position has been created to train and develop current talents identified as potential future Shopping Center General Managers. It is designed as a 01 year job rotating position across the Malls and the Corporate Office. The training modules are focused on the key areas of Operations, such as Customer Service, Commercial, Finance, Sales & Marketing, Media, Maintenance, Housekeeping, Parking and Landscaping. The company’s current portfolio holds 16 malls. The Operations and Projects Manager is at service of any of the current 16 General Managers to support in developing and implementing any new initiatives to continuously enhance our premium customers' experience, nevertheless not leaving aside the key points to increasing client numbers, improving sales results and reducing costs.
Iguatemi S.A.Retail Manager
Jan. 2022 - Nov. 2022São Paulo, BrazilTeam composed of 20 members. Responsible for the "phygital" retail operations of the company's e-commerce. Leading the team and the 500m² store located at Iguatemi São Paulo shopping mall, where we hosted more than 60 major national and international brands, promoting close brand + customer contact to promote sales and offer personalized customer services.
Qatar AirwaysLounges Manager
Nov. 2020 - Dec. 2021Doha, QatarTeam composed of 500+ members. Responsible for the gradual reopening of 07 of the 10 lounges closed due to the pandemic. In charge of managing the daily operations, responsible for the food and beverage preparation and service across the lounges strictly adhering to the established standards by the international health and hygiene authorities, leading the lounge teams, ensuring customer satisfaction, development and implementation of policies & procedures, project management and the yearly budget of the 10 Qatar Airways Premium Lounges located at Hamad International Airport in Doha. Skytrax award for “World’s best Business Class Lounge” in 2021.
FendiPrivate Client Relations Manager
Nov. 2019 - May. 2020São Paulo, SP, BrasilResponsible for strengthening the relationship with the existing VICs + VIPs and also introducing new ones to the brand through events around the country and recognition actions to promote the brand, increase customer loyalty and achieve high sales results. Build a safe and healthy relationship with the press ensuring that communications related to the brand were always positive and accurate.
LATAM AirlinesVIP Lounges Corporate Manager
Nov. 2015 - May. 2019São Paulo Area, BrazilTeam composed of 180 members. Responsible for guiding the lounge operations management team, improving customer satisfaction KPIs by implementing new lounge procedures and services, new menu development in partnership with the Executive Chef, supervise and coordinate the food and beverage preparation and service strictly adhering to the established standards by the international health and hygiene authorities, project management to enhance the level of service offered to LATAM customers, preparing and managing the budget of the 05 LATAM Lounges. Monthly following up the numbers of the customer satisfaction with the services offered in 24 other VIP Lounges contracted around the world. Skytrax award for best VIP Lounges in South America 2018 and 2019.
TAMSpecial Services & VIP Lounges Manager
Oct. 2013 - Nov. 2015São Paulo Area, BrazilTeam composed of 160 members. Responsible for the daily operations of the 03 Guarulhos TAM VIP Lounges and international Special Services offered to VIPs, First Class and top tier frequent flyer passengers across worldwide TAM airports.
Nestlé NespressoBoutique Manager
Oct. 2012 - Oct. 2013São Paulo Area, BrazilTeam composed by 14 members. Responsible for the daily operation and guiding the Boutique according to Nespresso standards to achieve monthly sales targets. In charge of recruitment, selection and training of new employees and all HR related tasks. Responsible for the budget of the Boutique with costs and sales analysis.
Fasano Boa VistaFront Office Manager
May. 2012 - Oct. 2012Team composed by 24 members. Responsible for assisting the General Manager in overseeing the hotel operation. Acting as Rooms Manager during the absence of the Executive Housekeeper. Taking care and assuring all of guests' preferences and special requests were met. Frequent interaction with hotel guests during the MOD shifts on weekends. Recruitment, selection and training of team members. Responsible for maintaining and enhancing the service standards as required by the Fasano company and "Leading Hotels of the World". Responsible for small groups, going from the contracting process, reservations, arrivals, events and the entire the stay. Individual assessments to guide the professional development of each employee in the team.
Grand Hyatt São PauloGrand Club Manager
Oct. 2010 - Apr. 2012Team composed by 15 members. Responsible for the Lounge budget and daily operation. Responsible for all the details and preparation of the VIP arrivals and departures of the day. Direct and constant interaction with the VIP guests of the hotel. Recruiting and training of new employees. Coordinate and develop in partnership with the Executive Chef new menu for breakfast and cocktail services offered in the Lounge, closely supervising the food and beverage handling process to ensure hygiene standards were met at all times. Evaluating daily the online guest satisfaction survey in order to search for improvement wherever required and retraining the team whenever needed.
Grand Hyatt São PauloDuty Manager
Sep. 2008 - Sep. 2010Representing members of the Hotel Executive Committee in their absence, ensuring the efficient and smooth operation of the Hotel by providing services and support to other Divisions as required. Ensuring that all daily VIP rooms, special guest rooms, long stay guest rooms for arrivals were reserved in advance and welcome amenities were appropriately ordered. Establishing rapport with guests maintaining good customer relationship and handle all complaints, requests and enquiries on Hotel Services. Ensuring Front Office operates with a sales attitude, and all personnel are aware of sales and opportunities within the hotel, which will assist, with the maximization of revenue. Conducting daily and thorough inspections of FOH and BOH facilities, including vacant and expected arrival rooms.
Grand Hyatt DubaiAssistant Housekeeping Manager
Aug. 2007 - Sep. 2008Team composed by 300+ members. Responsible for assisting the Director of Housekeeping in overseeing the department. Budgeting for the upcoming year and controlling inventories. Handling of customer recognition, preferences and complaints program, keeping an updated file to share with the team on a daily basis during briefings. Liaising with Team Leaders in identifying team members in need of training, preparing training schedules and constantly checking for progress.
Park Hyatt MilanoAssistant Front Office Manager
Jan. 2006 - Jul. 2007Team composed by 15 members. Responsible for assisting the Rooms Division & Operations Directors in all activities. Support in the control of reservations, assisting in the yield management and the hotel room’s inventory availability in order to maximize revenue. Responsible in facilitating all necessary steps for group arrivals, departures and the post departure issues (such as billing instructions and invoices). Responsible for the overnight shift and audit acting as Night Manager.
Grand Hyatt São PauloAssistant Front Office Manager
Aug. 2004 - Dec. 2005Team composed by 25 members. Responsible for assisting and representing the Front Office Manager whenever needed. Developing training sessions to maximize the quality of services offered. Preparing employee’s monthly working schedules following the occupancy forecast. Following up with all the guests' special requests and complaints. Handling all billing & cashiering and Front Office’s financial operations. Responsible for overnight shift and audit as Night Manager.
Grand Hyatt São PauloGuest Services Officer
Jul. 2002 - Aug. 2004Part of the opening team working closely with the management team in creating and establishing all Front Office SOPs. Responsible for VIP guests day-to-day offered services and requests. Responsible for all Front Desk services provided for guests.
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