Fernanda Bruno

Manage customers queries via email Keep contact with different service providers around the world Provide assistance to operations and logistic teams Responsible for shipment claims

Managing customer queries via telephone, email and live chat Provide support to customers needing assistance Upsell products

Process guest check-ins and check outs Process all payment types such as cash, checks, debit or credit Answer and process all guest calls, requests and concerns Set up accurate accounts for guests checking in, according to their preferences Block rooms in the system and following through designated requirements Resolve discrepancies with other departments Training of new associates

Handling guest account services, accepting cash payments, cashing checks, exchanging cash currencies Providing immediate solutions to guest’s issues and inquiries along with personalized service Consistently improving guest’s satisfaction, following up on any common issues and moreover to meet/exceed guest expectations Greets all guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, taking the time to understand all requests in detail

Handling guest account services, accepting cash payments, cashing checks, exchanging cash currencies Handling all guest questions and issues in person and over the phone Answers and routes main switchboard calls Work closely with crew members office, attending to inquiries and providing solutions Handle paperwork of visas, passports, Seamans book, medical and safety certificates Assist with crew’s embark and disembark procedures

Process guest check-ins and check outs Empathetically listening to guest inquiries and providing appropriate responses Block rooms in the system and following through designated requirements Analyzing all daily night audit work for accuracy Balance credit card accounts Balance room package and hotel guest charges Processing of invoices, check requests and expense reports Review cash disbursements including check and wire payments for proper documentation Generate management reports

Hotel Operations, Food and Beverage Management, Financial Management, World Economy and Geo Politics, Hotel Quality Operations, Events, Luxury Services Operations, Human Resources Management